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Automated customer support with GPT-4 knowledge base agent for Gmail

Yasser SamiYasser Sami
551 views
2/3/2026
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Customer Support AI Agent for Gmail

This n8n template demonstrates how to build an AI-powered customer support workflow that automatically handles incoming Gmail messages, classifies them, finds answers from your knowledge base, and sends a personalized reply.

Who’s it for

  • SaaS founders or teams who want to automate customer support.
  • Freelancers and solopreneurs who receive repetitive customer queries.
  • Companies that want to reduce manual email triage and improve response times.

How it works / What it does

  1. Trigger: A new email arrives in Gmail.
  2. Classification: The workflow uses a text classifier to decide whether the email is customer support-related or not.
    • If not, it’s ignored.
    • If yes, it proceeds.
  3. AI Agent:
    • Queries a knowledge base (vector database with OpenAI embeddings).
    • Retrieves the most relevant answer.
    • Drafts a reply using AI (OpenAI or Google Gemini model).
  4. Post-processing:
    • Labels the email in Gmail for organization.
    • Sends a reply automatically.

This ensures that your customers get timely, relevant responses without manual intervention.

How to set up

  1. Import this template into your n8n account.
  2. Connect your Gmail account in the Gmail Trigger, Label, and Reply nodes.
  3. Connect your AI model provider (OpenAI or Google Gemini).
  4. Configure the knowledge base embeddings (upload your docs/FAQ into the vector database).
  5. Activate the workflow — and your AI customer support agent is live!

Requirements

  • n8n account.
  • Gmail account (with API access enabled).
  • OpenAI or Google Gemini account for LLM and embeddings.
  • Knowledge base data (FAQ, documentation, or past tickets).
  • Google Drive account for auto update your vector database(with API access enabled).

How to customize the workflow

  • Knowledge Base: Replace or expand with your own company docs, FAQs, or past conversations.
  • Classification Rules: Train or adjust the classifier to handle more categories (e.g., Sales, Partnership, Technical Support).
  • Reply Style: Customize AI prompts for tone — professional, casual, or friendly.
  • Labels: Change Gmail labels to match your workflow (e.g., “Support,” “Sales,” “Priority”).
  • Multi-language: Add translation steps if your customers speak different languages.

This template saves you hours of manual email triage and ensures your customers always get quick, accurate responses.

Automated Customer Support with GPT-4 Knowledge Base Agent for Gmail

This n8n workflow automates customer support by leveraging a GPT-4 powered AI agent with a Google Drive knowledge base to respond to incoming Gmail emails. It intelligently processes emails, retrieves relevant information from your knowledge base, and drafts informed replies.

What it does

This workflow streamlines your customer support by:

  1. Monitoring Incoming Emails: It listens for new emails in your specified Gmail account.
  2. Loading Knowledge Base Documents: It uses a Google Drive trigger to load documents from a designated Google Drive folder, treating them as your knowledge base.
  3. Processing Documents for AI: The loaded documents are then split into manageable chunks using a Recursive Character Text Splitter and converted into numerical representations (embeddings) by OpenAI.
  4. Storing Embeddings in Pinecone: These embeddings are stored in a Pinecone vector store, enabling efficient semantic search by the AI agent.
  5. Classifying Email Intent: A Text Classifier analyzes incoming emails to understand their primary intent or category.
  6. Generating AI Responses: An AI Agent (likely GPT-4 via OpenAI Chat Model) uses the classified email intent and the Pinecone knowledge base to formulate a relevant and helpful response.
  7. Drafting Gmail Replies: The generated AI response is then used to draft a reply in Gmail, ready for review or automatic sending.

Prerequisites/Requirements

To use this workflow, you will need:

  • n8n Account: An active n8n instance (cloud or self-hosted).
  • Gmail Account: Connected as a credential in n8n to send and receive emails.
  • Google Drive Account: Connected as a credential in n8n, containing your knowledge base documents.
  • OpenAI API Key: For the Embeddings OpenAI and OpenAI Chat Model nodes.
  • Pinecone Account: For the Pinecone Vector Store to manage your knowledge base embeddings.

Setup/Usage

  1. Import the Workflow: Import the provided JSON into your n8n instance.
  2. Configure Credentials:
    • Set up your Gmail credential.
    • Set up your Google Drive credential, ensuring it has access to your knowledge base folder.
    • Set up your OpenAI API key credential.
    • Set up your Pinecone credential (API Key and Environment).
  3. Customize Google Drive Trigger:
    • In the Google Drive Trigger node, specify the folder ID where your knowledge base documents are stored.
  4. Configure AI Agent:
    • In the AI Agent node, ensure the OpenAI Chat Model and Pinecone Vector Store are correctly linked and configured.
    • Review and adjust the agent's prompt if necessary to align with your specific customer support needs.
  5. Activate the Workflow: Once all credentials and configurations are set, activate the workflow.

The workflow will now automatically process new emails, consult your Google Drive knowledge base via Pinecone, and draft intelligent responses in Gmail.

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