Agente de soporte al cliente con IA

• •Punto final de HTTP Webhook (n8n generará automáticamente)
• •Pueden requerirse credenciales de autenticación para la API de destino

{
  "id": "YEArXtErE6aQQmka",
  "meta": {
    "instanceId": "c52c57a23340de7df966f9e47d97a3fb8c52621d4c39f6342366d1114449002a",
    "templateCredsSetupCompleted": true
  },
  "name": "AI customer support agent",
  "tags": [],
  "nodes": [
    {
      "id": "79ff2d59-8fac-42cd-a61b-0f87723af80a",
      "name": "Agente de IA",
      "type": "@n8n/n8n-nodes-langchain.agent",
      "position": [
        3256,
        420
      ],
      "parameters": {
        "text": "={{ $json.aiResponse }}",
        "options": {
          "systemMessage": "You are a helpful AI support assistant for <YOUR-DOMAIN>. A customer has asked a question, and relevant information has already been fetched from the documentation.  \nYour task is to:\n\n- Summarize and rephrase the fetched content into a clear and friendly response.  \n- Keep the response within 120 words.  \n- Start the reply with “Hi,\\n”.  \n- End the reply with “Best regards,\\n AI support agent”.  \n- Don't mention any billing, compliance, or sales teams.  \n- Don't offer the customer to contact <YOUR-DOMAIN>.  \n- Keep the tone professional, polite, and supportive. Avoid technical jargon unless necessary.  \n- If the information is partial or the question is unclear, mention it briefly and offer a helpful direction.  \n- If the customer says their proxy is not working, politely ask for more details such as:\n  - Which software or tool they are using  \n  - Whether they can recheck their configuration  \n  - If possible, to share a screenshot of the issue  \n\nOutput your answer as a properly formatted JSON object:\n\n{\n  \"ticket\": {\n    \"comment\": {\n      \"body\": \"Hi,\\n\\n{Response to customer}\\n\\nBest regards,\\nAI support agent\",\n      \"public\": true\n    },\n    \"status\": \"pending\"\n  }\n}\n\nKeep the tone professional, polite, and supportive. Avoid technical jargon unless necessary. If the information is partial or the question is unclear, mention it briefly and offer a helpful direction and escalate to a human support agent."
        },
        "promptType": "define"
      },
      "typeVersion": 2
    },
    {
      "id": "1322e147-e25f-476e-9823-1898c5ec0e82",
      "name": "Modelo de chat OpenRouter",
      "type": "@n8n/n8n-nodes-langchain.lmChatOpenRouter",
      "position": [
        3344,
        640
      ],
      "parameters": {
        "model": "deepseek/deepseek-r1-distill-llama-70b:free",
        "options": {}
      },
      "credentials": {
        "openRouterApi": {
          "id": "Occaxdxf05gIKN42",
          "name": "alexanderg-bd"
        }
      },
      "typeVersion": 1
    },
    {
      "id": "9769ad77-a395-4251-b45e-aa817482d821",
      "name": "Enrutador de mensajes",
      "type": "n8n-nodes-base.switch",
      "position": [
        1496,
        99
      ],
      "parameters": {
        "rules": {
          "values": [
            {
              "outputKey": "billing",
              "conditions": {
                "options": {
                  "version": 2,
                  "leftValue": "",
                  "caseSensitive": true,
                  "typeValidation": "strict"
                },
                "combinator": "and",
                "conditions": [
                  {
                    "id": "83dbaa68-8ece-4cd9-b553-e05157c03afd",
                    "operator": {
                      "type": "string",
                      "operation": "contains"
                    },
                    "leftValue": "={{ $json.output }}",
                    "rightValue": "\"category\": \"billing\""
                  }
                ]
              },
              "renameOutput": true
            },
            {
              "outputKey": "advertisement",
              "conditions": {
                "options": {
                  "version": 2,
                  "leftValue": "",
                  "caseSensitive": true,
                  "typeValidation": "strict"
                },
                "combinator": "and",
                "conditions": [
                  {
                    "id": "c4409784-1d61-43c6-8f00-038888fb8853",
                    "operator": {
                      "type": "string",
                      "operation": "contains"
                    },
                    "leftValue": "={{ $json.output }}",
                    "rightValue": "\"category\": \"advertisement\""
                  }
                ]
              },
              "renameOutput": true
            },
            {
              "outputKey": "fraud",
              "conditions": {
                "options": {
                  "version": 2,
                  "leftValue": "",
                  "caseSensitive": true,
                  "typeValidation": "strict"
                },
                "combinator": "and",
                "conditions": [
                  {
                    "id": "cf2b9652-c9a1-4101-b525-46a947de5b3c",
                    "operator": {
                      "type": "string",
                      "operation": "contains"
                    },
                    "leftValue": "={{ $json.output }}",
                    "rightValue": "\"category\": \"fraud\""
                  }
                ]
              },
              "renameOutput": true
            },
            {
              "outputKey": "other",
              "conditions": {
                "options": {
                  "version": 2,
                  "leftValue": "",
                  "caseSensitive": true,
                  "typeValidation": "strict"
                },
                "combinator": "and",
                "conditions": [
                  {
                    "id": "fc49d233-30eb-403e-934f-9f0b59b0836e",
                    "operator": {
                      "type": "string",
                      "operation": "contains"
                    },
                    "leftValue": "={{ $json.output }}",
                    "rightValue": "\"category\": \"other\""
                  }
                ]
              },
              "renameOutput": true
            }
          ]
        },
        "options": {}
      },
      "typeVersion": 3.2
    },
    {
      "id": "ccc9a63b-d5ed-460f-be44-0bb62a8439d0",
      "name": "¿Nuevo ticket?",
      "type": "n8n-nodes-base.switch",
      "position": [
        1936,
        420
      ],
      "parameters": {
        "rules": {
          "values": [
            {
              "outputKey": "new",
              "conditions": {
                "options": {
                  "version": 2,
                  "leftValue": "",
                  "caseSensitive": true,
                  "typeValidation": "strict"
                },
                "combinator": "and",
                "conditions": [
                  {
                    "id": "45668a4b-48c9-48d1-869e-0769701c415d",
                    "operator": {
                      "type": "string",
                      "operation": "empty",
                      "singleValue": true
                    },
                    "leftValue": "={{ $json.topicId }}",
                    "rightValue": ""
                  }
                ]
              },
              "renameOutput": true
            },
            {
              "outputKey": "existing",
              "conditions": {
                "options": {
                  "version": 2,
                  "leftValue": "",
                  "caseSensitive": true,
                  "typeValidation": "strict"
                },
                "combinator": "and",
                "conditions": [
                  {
                    "id": "acc77f71-06a9-444b-a780-9319490ab014",
                    "operator": {
                      "type": "string",
                      "operation": "exists",
                      "singleValue": true
                    },
                    "leftValue": "={{ $json.topicId }}",
                    "rightValue": ""
                  }
                ]
              },
              "renameOutput": true
            }
          ]
        },
        "options": {}
      },
      "typeVersion": 3.2
    },
    {
      "id": "1a448d28-8c30-4aaf-b6c2-6c15ac7a1544",
      "name": "Webhook",
      "type": "n8n-nodes-base.webhook",
      "position": [
        -640,
        120
      ],
      "webhookId": "d5df4915-3245-468d-970f-54e7bf8f4084",
      "parameters": {
        "path": "d5df4915-3245-468d-970f-54e7bf8f4084",
        "options": {},
        "httpMethod": "POST"
      },
      "typeVersion": 2
    },
    {
      "id": "2db01f51-b260-4dbb-ab88-9745612f774b",
      "name": "Analizar conversación",
      "type": "n8n-nodes-base.code",
      "position": [
        240,
        220
      ],
      "parameters": {
        "jsCode": "// Define the agent's author_id (update this to match your system)\nconst supportStaffId = 19780258553884;\n\n// Get the input data (from previous node)\nconst comments = items[0].json.comments;\nconst subject = items[0].json.subject;\nconst ticketId = $('Fetch Zendesk ticket').first().json.ticket.id\n\n// Filter only public comments\nconst publicComments = comments.filter(comment => comment.public === true && comment.type === 'Comment');\n\n// Build the conversation array\nconst conversation = publicComments.map(comment => {\n    return {\n        role: comment.author_id === supportStaffId ? 'support_agent' : 'customer',\n        message: comment.body\n    };\n});\n\n// Return the final structured output\nreturn [\n    {\n        json: {\n            subject: subject,\n            conversation: conversation,\n            ticketId: ticketId\n        }\n    }\n];"
      },
      "typeVersion": 2
    },
    {
      "id": "4d7ab1c4-73fc-4894-ab8c-3b27a4e3ec28",
      "name": "Buscar topicId de Mintlify",
      "type": "n8n-nodes-base.code",
      "position": [
        1716,
        420
      ],
      "parameters": {
        "jsCode": "const uuidRegex = /^[0-9a-f]{8}-[0-9a-f]{4}-[0-9a-f]{4}-[0-9a-f]{4}-[0-9a-f]{12}$/;\n\n// Get tags from the Zendesk ticket\nconst tags = $('Fetch Zendesk ticket').first().json.ticket.tags || [];\n\n// Find the first tag that matches the UUID format\nconst topicId = tags.find(tag => uuidRegex.test(tag)) || null;\n\n// Return with new field\nreturn [\n  {\n    json: {\n      ...items[0].json,\n      topicId: topicId\n    }\n  }\n];"
      },
      "typeVersion": 2
    },
    {
      "id": "70fd61ed-65a2-4d80-b419-c8dac980649c",
      "name": "Agregar topicID de Mintlify al ticket",
      "type": "n8n-nodes-base.code",
      "position": [
        2596,
        320
      ],
      "parameters": {
        "jsCode": "// Get topicId from tags[0] in the other node\nconst topicId = $('Add Mintlify topicId to ticket tags').first().json.tags?.[0] || null;\n\n// Get the current item (from \"Parse conversation\")\nconst item = $('Parse conversation').first().json.conversation\n\n// Extract and simplify the conversation to only include message fields\nconst conversation = (item || []).map(entry => ({\n  message: entry.message\n}));\n\n// Build and return the final output\nreturn [\n  {\n    json: {\n      conversation,\n      topicId\n    }\n  }\n];"
      },
      "typeVersion": 2
    },
    {
      "id": "059f2573-2a5c-464e-8114-cb08cd7b11b3",
      "name": "Crear tema de chat Mintlify",
      "type": "n8n-nodes-base.httpRequest",
      "position": [
        2156,
        320
      ],
      "parameters": {
        "url": "https://api-dsc.mintlify.com/v1/chat/topic",
        "method": "POST",
        "options": {},
        "sendHeaders": true,
        "headerParameters": {
          "parameters": [
            {
              "name": "Authorization",
              "value": "Bearer <YOUR-API-KEY>"
            },
            {
              "name": "Content-Type",
              "value": "application/json"
            }
          ]
        }
      },
      "typeVersion": 4.2
    },
    {
      "id": "7b561eb4-add1-43d2-8957-8fe684e257e2",
      "name": "Agregar topicId de Mintlify a etiquetas del ticket",
      "type": "n8n-nodes-base.httpRequest",
      "position": [
        2376,
        320
      ],
      "parameters": {
        "url": "=https://<YOUR-DOMAIN>.zendesk.com/api/v2/tickets/{{ $('Fetch Zendesk ticket').item.json.ticket.id }}/tags",
        "method": "PUT",
        "options": {},
        "sendBody": true,
        "sendHeaders": true,
        "authentication": "predefinedCredentialType",
        "bodyParameters": {
          "parameters": [
            {
              "name": "tags",
              "value": "={{ $json.topicId }}"
            }
          ]
        },
        "headerParameters": {
          "parameters": [
            {
              "name": "Content-Type",
              "value": "application/json"
            }
          ]
        },
        "nodeCredentialType": "zendeskApi"
      },
      "credentials": {
        "zendeskApi": {
          "id": "QWXVjGSazzYgVhxw",
          "name": "Zendesk"
        }
      },
      "typeVersion": 4.2
    },
    {
      "id": "d499662f-be7a-4319-bbae-5a5e5477cc54",
      "name": "Eliminar ticket",
      "type": "n8n-nodes-base.httpRequest",
      "position": [
        1716,
        20
      ],
      "parameters": {
        "url": "=https://<YOUR-DOMAIN>.zendesk.com/api/v2/tickets/{{ $('Parse conversation').item.json.ticketId }}",
        "method": "DELETE",
        "options": {},
        "sendHeaders": true,
        "authentication": "predefinedCredentialType",
        "headerParameters": {
          "parameters": [
            {
              "name": "Content-Type",
              "value": "application/json"
            }
          ]
        },
        "nodeCredentialType": "zendeskApi"
      },
      "credentials": {
        "zendeskApi": {
          "id": "QWXVjGSazzYgVhxw",
          "name": "Zendesk"
        }
      },
      "typeVersion": 4.2
    },
    {
      "id": "f0d52e9e-034a-452d-81a9-7904d62f6114",
      "name": "Verificar si hay agente humano asignado",
      "type": "n8n-nodes-base.switch",
      "position": [
        -200,
        120
      ],
      "parameters": {
        "rules": {
          "values": [
            {
              "outputKey": "Don't involve",
              "conditions": {
                "options": {
                  "version": 2,
                  "leftValue": "",
                  "caseSensitive": true,
                  "typeValidation": "strict"
                },
                "combinator": "and",
                "conditions": [
                  {
                    "id": "3a2d99f6-2c18-4515-9b6b-ea346067b9fe",
                    "operator": {
                      "type": "number",
                      "operation": "equals"
                    },
                    "leftValue": "={{ $json.ticket.assignee_id }}",
                    "rightValue": 19780258553884
                  }
                ]
              },
              "renameOutput": true
            },
            {
              "outputKey": "Involve",
              "conditions": {
                "options": {
                  "version": 2,
                  "leftValue": "",
                  "caseSensitive": true,
                  "typeValidation": "strict"
                },
                "combinator": "and",
                "conditions": [
                  {
                    "id": "3dd54bce-0b01-43a8-85a8-539937d22670",
                    "operator": {
                      "type": "string",
                      "operation": "empty",
                      "singleValue": true
                    },
                    "leftValue": "={{ $json.ticket.assignee_id }}",
                    "rightValue": ""
                  }
                ]
              },
              "renameOutput": true
            }
          ]
        },
        "options": {}
      },
      "typeVersion": 3.2
    },
    {
      "id": "d2ebc6e6-f164-40ee-8910-6a1c3bc85f70",
      "name": "Si hay humano asignado, no responder",
      "type": "n8n-nodes-base.noOp",
      "position": [
        20,
        20
      ],
      "parameters": {},
      "typeVersion": 1
    },
    {
      "id": "439d7ac6-5335-4660-a94f-b4f5f616f335",
      "name": "Modelo de chat OpenRouter1",
      "type": "@n8n/n8n-nodes-langchain.lmChatOpenRouter",
      "position": [
        3940,
        640
      ],
      "parameters": {
        "model": "deepseek/deepseek-r1-distill-llama-70b:free",
        "options": {}
      },
      "credentials": {
        "openRouterApi": {
          "id": "Occaxdxf05gIKN42",
          "name": "alexanderg-bd"
        }
      },
      "typeVersion": 1
    },
    {
      "id": "d8a6bb45-beaf-41dc-b615-34e58d22f447",
      "name": "Verificar incertidumbre",
      "type": "@n8n/n8n-nodes-langchain.agent",
      "position": [
        3852,
        420
      ],
      "parameters": {
        "text": "={{ $json.ticket.comment.body }}",
        "options": {
          "systemMessage": "You are a classification assistant. Your task is to analyze the support agent's reply and determine whether it expresses uncertainty or lack of confidence.\n\nUncertainty may be indicated by phrases such as:\n- \"I'm not sure\"\n- \"I don't know\"\n- \"Unfortunately, I cannot help\"\n- \"I don't have enough information\"\n- \"You may want to check with someone else\"\n- \"This might not be accurate\"\n- \"Possibly\"\n- \"It could be\"\n- \"The documentation does not provide specific pricing information\"\n\nIf the reply contains any of these or similar expressions, return:\n\n{\n  \"isUncertain\": true\n}\n\nIf the reply is confident, helpful, and provides a clear answer, return:\n\n{\n  \"isUncertain\": false\n}\n\nOnly return the JSON object. Do not include any explanation or additional text."
        },
        "promptType": "define"
      },
      "typeVersion": 2
    },
    {
      "id": "78d023f3-71b4-49a4-885a-197862b29c9b",
      "name": "Si hay más de x respuestas, no responder",
      "type": "n8n-nodes-base.noOp",
      "position": [
        900,
        320
      ],
      "parameters": {},
      "typeVersion": 1
    },
    {
      "id": "aad3ff45-fc88-4400-90f2-6a46972da86d",
      "name": "Si es incierto, no responder",
      "type": "n8n-nodes-base.noOp",
      "position": [
        4448,
        320
      ],
      "parameters": {},
      "typeVersion": 1
    },
    {
      "id": "ee1525fc-e2b3-4a0f-a5eb-3347e48c0f08",
      "name": "Modelo de chat OpenRouter2",
      "type": "@n8n/n8n-nodes-langchain.lmChatOpenRouter",
      "position": [
        1208,
        340
      ],
      "parameters": {
        "model": "deepseek/deepseek-r1-distill-llama-70b:free",
        "options": {}
      },
      "credentials": {
        "openRouterApi": {
          "id": "Occaxdxf05gIKN42",
          "name": "alexanderg-bd"
        }
      },
      "typeVersion": 1
    },
    {
      "id": "65e03e7e-e86f-495e-9b2e-04ac4e33a40a",
      "name": "Clasificador de mensajes",
      "type": "@n8n/n8n-nodes-langchain.agent",
      "position": [
        1120,
        120
      ],
      "parameters": {
        "text": "={{ $json.conversation[0].message }}",
        "options": {
          "systemMessage": "You are a classification assistant. Your task is to analyze a customer's message and classify it into one of the following categories:\n\n- billing: The customer is asking about charges, refunds, invoices, payments, crypto transactions, or requesting a custom plan that is not listed on the website. Do not include messages related to plan auto-renewal, switching to a monthly plan, removing a payment method, or how to view receipts.\n- advertisement: The customer is proposing a partnership, collaboration, promotion, review, or business opportunity.\n- fraud: The customer is reporting or discussing issues related to hacking, DDoS attacks, griefing, illegal use, abuse, stealing, spam, bots, reselling, surveys or any suspicious or malicious activity.\n- other: The message does not clearly fit into any of the above categories.\n\nOutput your answer as a properly formatted JSON object:\n\n{\n  \"category\": \"billing\"\n}\n\nOnly return the JSON object. Do not include any explanation or additional text."
        },
        "promptType": "define"
      },
      "typeVersion": 2
    },
    {
      "id": "02612319-2fdf-4c2e-801b-8e374baa9ccf",
      "name": "Enrutador de incertidumbre",
      "type": "n8n-nodes-base.switch",
      "position": [
        4228,
        420
      ],
      "parameters": {
        "rules": {
          "values": [
            {
              "outputKey": "uncertain",
              "conditions": {
                "options": {
                  "version": 2,
                  "leftValue": "",
                  "caseSensitive": true,
                  "typeValidation": "strict"
                },
                "combinator": "and",
                "conditions": [
                  {
                    "id": "bc93432b-5015-4dac-beda-68ab221ed4f2",
                    "operator": {
                      "type": "string",
                      "operation": "contains"
                    },
                    "leftValue": "={{ $json.output }}",
                    "rightValue": "true"
                  }
                ]
              },
              "renameOutput": true
            },
            {
              "outputKey": "certain",
              "conditions": {
                "options": {
                  "version": 2,
                  "leftValue": "",
                  "caseSensitive": true,
                  "typeValidation": "strict"
                },
                "combinator": "and",
                "conditions": [
                  {
                    "id": "7d4dc081-6d62-4b9c-9344-15713b21bb30",
                    "operator": {
                      "type": "string",
                      "operation": "contains"
                    },
                    "leftValue": "={{ $json.output }}",
                    "rightValue": "false"
                  }
                ]
              },
              "renameOutput": true
            }
          ]
        },
        "options": {}
      },
      "typeVersion": 3.2
    },
    {
      "id": "9b04c360-cb9c-4614-b0ab-15bd936d9243",
      "name": "Sospecha de facturación - escalar",
      "type": "n8n-nodes-base.httpRequest",
      "position": [
        1716,
        -180
      ],
      "parameters": {
        "url": "=https://<YOUR-DOMAIN>.zendesk.com/api/v2/tickets/{{ $('Fetch Zendesk ticket').item.json.ticket.id }}",
        "method": "PUT",
        "options": {},
        "jsonBody": "{\n  \"ticket\": {\n    \"comment\": {\n      \"body\": \"Hi,\\n\\nThis request is related to billing and was forwarded to a human agent. We will return to you as soon as possible.\\n\\nBest regards,\\nAI support agent\",\n      \"public\": true\n    },\n    \"status\": \"open\"\n  }\n}",
        "sendBody": true,
        "sendHeaders": true,
        "specifyBody": "json",
        "authentication": "predefinedCredentialType",
        "headerParameters": {
          "parameters": [
            {
              "name": "Content-Type",
              "value": "application/json"
            }
          ]
        },
        "nodeCredentialType": "zendeskApi"
      },
      "credentials": {
        "zendeskApi": {
          "id": "QWXVjGSazzYgVhxw",
          "name": "Zendesk"
        }
      },
      "typeVersion": 4.2
    },
    {
      "id": "8c3bb2e4-76d6-4be9-b1d7-4d1f9738f682",
      "name": "Sospecha de fraude - escalar",
      "type": "n8n-nodes-base.httpRequest",
      "position": [
        1716,
        220
      ],
      "parameters": {
        "url": "=https://<YOUR-DOMAIN>.zendesk.com/api/v2/tickets/{{ $('Fetch Zendesk ticket').item.json.ticket.id }}",
        "method": "PUT",
        "options": {},
        "jsonBody": "{\n  \"ticket\": {\n    \"comment\": {\n      \"body\": \"Hi,\\n\\nYour message appears to involve activity that may violate our Acceptable Use Policy. Please review our guidelines here: https://<YOUR-DOMAIN>.com/legal/acceptable-use-policy.\\n\\nIf you believe this is a mistake or need further clarification, feel free to provide more context.\\n\\nBest regards,\\nAI support agent\",\n      \"public\": true\n    },\n    \"status\": \"pending\"\n  }\n}",
        "sendBody": true,
        "sendHeaders": true,
        "specifyBody": "json",
        "authentication": "predefinedCredentialType",
        "headerParameters": {
          "parameters": [
            {
              "name": "Content-Type",
              "value": "application/json"
            }
          ]
        },
        "nodeCredentialType": "zendeskApi"
      },
      "credentials": {
        "zendeskApi": {
          "id": "QWXVjGSazzYgVhxw",
          "name": "Zendesk"
        }
      },
      "typeVersion": 4.2
    },
    {
      "id": "b5292f27-97a5-4e57-a082-6a74f2b31ec0",
      "name": "Respuesta generada por Mintlify (nueva)",
      "type": "n8n-nodes-base.httpRequest",
      "position": [
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