Route and triage multi-channel support tickets with OpenAI, HubSpot, Slack and Gmail
Ready for 3.0What this workflow does
This AI workflow has 23 nodes and runs when an HTTP POST request hits its webhook URL (plus 1 other trigger). Along the way it connects OpenAI, Gmail, Slack and Google Sheets. It also calls api.hubapi.com and api.whatsapp-business.com over HTTP.
How it runs
Trigger: When an HTTP POST request hits its webhook URL (plus 1 other trigger).
- Normalize Ticket Data (Edit Fields (Set)): sets 12 fields: ticket_id, customer_email, customer_name…
- Fetch SLA-At-Risk Tickets (HTTP Request): calls api.hubapi.com
- AI Triage & Classification (OpenAI): uses OpenAI
- SLA Breach Check (If): checks a condition and branches into true / false
- Parse AI Triage Results (Edit Fields (Set)): sets 8 fields: category, urgency, sentiment…
- SLA Breach Escalation (Slack): send
- Auto-Resolve or Human? (If): checks a condition and branches into true / false
- Escalation Check (If): checks a condition and branches into true / false
- Check Existing Tickets (HTTP Request): calls an HTTP API
- WhatsApp or Email? (If): checks a condition and branches into true / false
…plus 11 more steps. See the full node list below.
Services it uses
HTTP calls to: api.hubapi.com, api.whatsapp-business.com
Before you upgrade to n8n 3.0
Nothing in this workflow is removed in n8n 3.0, so it should import and run after the upgrade.
Nodes used (9)
- Webhook
n8n-nodes-base.webhook - Edit Fields (Set)
n8n-nodes-base.set - OpenAI
@n8n/n8n-nodes-langchain.openAi - If
n8n-nodes-base.if - Gmail
n8n-nodes-base.gmail - HTTP Request
n8n-nodes-base.httpRequest - Slack
n8n-nodes-base.slack - Google Sheets
n8n-nodes-base.googleSheets - Schedule Trigger
n8n-nodes-base.scheduleTrigger
From the author
Quick Overview This workflow receives support requests via a webhook, normalizes the payload, and uses OpenAI to classify and route tickets through HubSpot, Slack, Gmail, WhatsApp Business API, and Google Sheets, with optional auto-replies, duplicate…