✉️ 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 ---