An n8n workflow automation that uses OpenAI to draft customer support replies from incoming Webhook messages. The workflow extracts context and priority, generates an AI-powered response, and routes high-priority tickets to Slack #support-leads for human review. All drafted replies — both standard and escalated — are sent to agents via Gmail and logged to Google Sheets for quality tracking.

Code FlowZap complet

intake { # Intake
n1: rectangle label:"Webhook - Support Message Received" system:"n8n"
n2: rectangle label:"Code - Extract context + priority" system:"n8n"
n1.handle(right) -> n2.handle(left) [label="Message payload"]
}

drafting { # Drafting
n3: circle label:"OpenAI - Draft Reply" system:"OpenAI"
n4: diamond label:"IF: Priority high?" system:"n8n"
intake.n2.handle(right) -> drafting.n3.handle(left) [label="Prompt"]
drafting.n3.handle(right) -> drafting.n4.handle(left) [label="Draft reply"]
}

handoff { # Handoff
n5: rectangle label:"Gmail - Send Draft to Agent" system:"Gmail"
n6: rectangle label:"Slack - Notify #support-leads" system:"Slack"
drafting.n4.handle(bottom) -> handoff.n5.handle(top) [label="Normal → Email draft"]
drafting.n4.handle(right) -> handoff.n6.handle(left) [label="High → Escalate"]
handoff.n6.handle(bottom) -> handoff.n5.handle(top) [label="Also email draft"]
}

audit { # Audit
n7: rectangle label:"Google Sheets - Append Row (AI draft log)" system:"Google Sheets"
handoff.n5.handle(bottom) -> audit.n7.handle(top) [label="Log"]
}

Modèles associés