🎫 Triage support emails and draft Gmail replies with OpenAI
⚡ 4 views · 🎫 Ticket Management & Triage
Description
Quick overview
This workflow monitors Gmail for new messages, detects emails by subject keywords, uses OpenAI to draft a reply grounded only in your provided guidelines, and saves the response as a Gmail draft in the original thread for manual review.
How it works
- Triggers every minute when a new email arrives in Gmail.
- Checks the email subject for support-style keywords (for example “pricing”, “refund”, or “help”) and continues only if it matches.
- Adds your FAQ/policy text as context for the response.
- Uses OpenAI (GPT-4o-mini) to generate a friendly, concise reply using only the FAQ content and the incoming email snippet.
- Creates a Gmail draft reply (not sent) with “Re:” subject and the original thread ID so it stays on the same conversation.
Setup
- Connect your Gmail OAuth2 credentials for both the Gmail trigger and the Gmail draft action.
- Add your OpenAI credentials for the OpenAI Chat Model node.
- Replace the placeholder FAQ/policy text in the FAQ context step with your real support content.
- Update the subject keyword filters to match the types of support/FAQ messages you want to auto-draft replies for.
🔗 Nodes Used
Google Sheets, Gmail, Gmail Trigger, Basic LLM Chain, OpenAI Chat Model
📥 Import
Download workflow.json and import into n8n:
Workflow menu → Import from File