🎫 Route and prioritize support emails to Slack channels with easybits

⚡ 30 views · 🎫 Ticket Management & Triage

Description

What This Workflow Does

Watches your support inbox, classifies every incoming email by category, scores it for priority based on sentiment and urgency signals, and posts a clean summary to the matching Slack channel. Works equally well for English and German emails. Low-confidence classifications automatically fall through to the catch-all channel so nothing slips through, with the model’s best guess preserved as a breadcrumb.

How It Works

1. Watch – Gmail Trigger polls your support inbox for new mail
2. Prepare – The email content is packaged into a format ready for extraction
3. Classify – easybits returns category, summary, confidence, and priority in one call
4. Route – Low-confidence emails are folded into “Other”; the rest go by category
5. Notify – A formatted message lands in the matching Slack channel with priority emoji

Categories

• 💳 Billing – invoices, payments, refunds, subscription changes
• 🔧 Technical – bug reports, errors, login issues
• 💼 Sales – pricing questions, demo requests, new prospects
• 📥 Other – everything else, plus low-confidence fallbacks

Priority Levels

• 🚨 Urgent – angry tone, things broken, hot leads, time-sensitive
• 🟢 Normal – standard requests, no time pressure
• ⚪ Low – casual inquiries, FYIs, vendor pitches

Setup Guide

1. Install the easybits Extractor Node

Already available out of the box on n8n Cloud. On self-hosted instances: Settings → Community Nodes → Install @easybits/n8n-nodes-extractor.

2. Connect Your Credentials

• Gmail on the trigger node (OAuth)
• easybits on the classify node (API key from easybits.tech)
• Slack on all four channel nodes (one credential, reused four times)

3. Set Up the Extractor Pipeline

Create an easybits pipeline with four fields. Copy each prompt below into the matching field’s description:

• 📂 Category Classification Prompt
• 📝 Summary Prompt
• 🎯 Confidence Prompt
• 🚦 Priority Prompt

4. Set Up Slack Channels

Create four channels in your workspace and update each Slack node to point at the right one:

• #support-billing
• #support-technical
• #support-sales
• #support-other

5. (Optional) Filter the Inbox

On the Gmail Trigger, add a label filter (e.g. support) so personal mail doesn’t get classified.

6. Activate & Test

Send a few test emails covering different categories and tones. Verify they land in the right channels with sensible priority emoji before going live.

Notes

• Bilingual prompt – works on English and German emails out of the box, with German summaries for German emails
• No confidence gate – low-confidence emails route to #support-other with a flag noting the model’s best guess, so reviewers can spot patterns without a separate channel
• One Extractor call – classification, summary, confidence, and priority all come from a single pipeline call, keeping latency and cost low

🔗 Nodes Used

Slack, Gmail Trigger

📥 Import

Download workflow.json and import into n8n: Workflow menu → Import from File

📖 Importing guide · 🔑 Credential setup