AI Automation
AI Support Email Triage & Reply Drafts
AI-assisted support email triage that retrieves knowledge-base information and prepares Gmail drafts for human review.
Overview
AI Support Inbox is an email automation project built with n8n, Gmail, an AI model, and a business knowledge base. It handles incoming support emails, checks for duplicates, classifies requests, and retrieves relevant information to prepare reply drafts.
What I built
- Incoming email detection.
- Duplicate checking using message IDs.
- Request classification.
- Knowledge-base retrieval.
- Reply drafting using retrieved information.
- Gmail draft creation and review labels.
- Manual handling when relevant sources are unavailable.
- Draft status tracking.
The problem
Repetitive support emails require relevant business information and a review step before a reply reaches the customer.
The workflow
The workflow detects incoming emails, checks message IDs for duplicates, classifies requests, and retrieves relevant knowledge-base information. It prepares replies using that information, saves drafts in Gmail, and adds labels for human review. Requests without relevant source material are flagged for manual handling, and draft statuses are recorded for tracking. Every reply remains a draft until reviewed and sent.
About the visuals
The image above is an architecture illustration of the workflow’s steps, labeled “Workflow Concept”. It is not a screenshot of the running workflow or of an execution.
Tools
n8n / Gmail / AI / Knowledge Base / Persistent Data Storage
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