"Automated Email Sorting & Drafting for Customer Support - with AI"

# Automated Email Sorting & FAQ Reply Assistant (n8n + Gemini AI) ## Overview This **n8n workflow** automates email triage and FAQ responses using **Google Sheets** and **Gemini AI**. It's designed to: - Automatically **sort incoming emails** into categories (e.g., FAQ, Billing, Tech Support). - **Draft polite, relevant replies** for FAQ emails using **AI**, grounded in your pre-approved content. - Maintain a **human-in-the-loop** process by saving responses as Gmail drafts for manual review. Perfect for startups or teams seeking to reduce support workload while ensuring consistent, helpful responses. --- ## Pre-conditions / Requirements Before using this workflow, make sure you have: - A **Google account** with access to: - Gmail (with custom labels like `FAQ-Waiting`, `FAQ-Draft`) - Google Sheets (used as your FAQ source) - A **Gemini API key** (to generate AI replies) - A **dedicated Gmail label** to collect emails needing draft replies (e.g., `FAQ-Waiting`) - A **dedicated Gmail label** to store drafted replies for manual sending (e.g., `FAQ-Draft`) - A **Google Sheet with two columns**: - `Question` - common user inquiries - `Answer` - the matching, approved reply text --- ## How It Works 1. **Trigger** - Scheduled workflow run (e.g., every 15 minutes) 2. **Fetch Emails** - Grabs Gmail messages under a specific label like `FAQ-Waiting` 3. **Process & Clean** - Loops through each email - Cleans content (removes signatures/HTML) - Sends it to Gemini AI 4. **AI Reply Drafting** - AI matches email intent against your FAQ from Google Sheets - Generates a **friendly, accurate draft reply**, grounded **only** in your predefined Q&A 5. **Update Gmail** - Removes `FAQ-Waiting` label - Adds `FAQ-Draft` label - Saves draft reply in Gmail for manual review and sending 6. **Fallback Routing** - If email doesn't match FAQ criteria, it follows a `FALSE` path - You can implement further logic here (e.g., route to Billing, escalate to a human agent, log as feedback) --- ## Setup Instructions 1. **Connect Gmail + Google Sheets + Gemini AI** - Set up credentials in n8n for Gmail, Google Sheets, and Gemini AI 2. **Prepare Labels in Gmail** - Create: `FAQ-Waiting` (input folder), `FAQ-Draft` (drafts ready to send) - Optionally, create other labels (e.g., `Billing`, `Tech Support`) 3. **Build your FAQ Sheet** - Create a new Google Sheet with: - Column A: `Question` - Column B: `Answer` - Add rows with typical user questions and the matching replies 4. **Configure AI Agent** - In the **AI agent node**, edit the prompt to fit your tone of voice (friendly, professional, concise, etc.) - Ensure the AI is instructed to only use answers from the sheet, and not hallucinate 5. **Adjust Schedule** - Modify the trigger interval to match your needs (e.g., every X minutes) --- ## Customization Tips - **Custom Prompts**: Tailor the Gemini AI prompt in the node to change tone, length, or structure of replies - **Add New Categories**: Use the `FALSE` path in the `IF` node to handle non-FAQ emails (e.g., route to Billing, escalate to human agent, log feedback) - **Multiple Sheets**: You can expand the system by using different sheets for different topics - **Tone Matching**: Adjust AI output by providing sample reply templates or tone instructions directly in the AI node --- ## Use Cases - SaaS startups triaging customer support - Solo founders who want consistent replies with minimal effort - Teams managing growing inbox volumes while maintaining quality support ---

Platform

n8n

Category

Customer Support

Price

Free

Creator

Louis

• if
• set
• gmail
• markdown
• stickyNote
• splitInBatches
• agent
• scheduleTrigger
• googleSheetsTool
• lmChatGoogleGemini