使用 AI 分诊自动化 Google Forms 的客户支持回复
高级
这是一个Ticket Management, AI Summarization领域的自动化工作流，包含 22 个节点。主要使用 If, Set, Code, Gmail, Slack 等节点。 使用GPT-4o-mini AI分诊的自动化Google Forms和Gmail客户支持
前置要求
- •Google 账号和 Gmail API 凭证
- •Slack Bot Token 或 Webhook URL
- •Google Sheets API 凭证
- •OpenAI API Key
工作流预览
可视化展示节点连接关系，支持缩放和平移
导出工作流
复制以下 JSON 配置到 n8n 导入，即可使用此工作流
{
"id": "4n8IO7lfpLukkhLP",
"meta": {
"instanceId": "062f0e1ec3617ffb26cbc1b3c3518f28f3e57f08ddc210c471f532bb0bd6cf07"
},
"name": "使用 AI 分诊自动化 Google Forms 的客户支持回复",
"tags": [],
"nodes": [
{
"id": "00ee0984-b75a-4eda-939d-db882cee466d",
"name": "Google Form 回复触发器",
"type": "n8n-nodes-base.googleSheetsTrigger",
"position": [
-576,
352
],
"parameters": {
"event": "rowAdded",
"options": {},
"pollTimes": {
"item": [
{
"mode": "everyMinute"
}
]
},
"sheetName": {
"__rl": true,
"mode": "list",
"value": ""
},
"documentId": {
"__rl": true,
"mode": "list",
"value": ""
}
},
"typeVersion": 1
},
{
"id": "1ef2d3c8-4431-4c88-9f15-09be5d27c6f0",
"name": "映射表单列名",
"type": "n8n-nodes-base.set",
"position": [
-240,
352
],
"parameters": {
"options": {},
"assignments": {
"assignments": [
{
"id": "id-1",
"name": "emailColumnName",
"type": "string",
"value": "Email Address"
},
{
"id": "id-2",
"name": "inquiryColumnName",
"type": "string",
"value": "Inquiry"
},
{
"id": "id-3",
"name": "nameColumnName",
"type": "string",
"value": "Name"
}
]
},
"includeOtherFields": true
},
"typeVersion": 3.4
},
{
"id": "dd8030ab-2052-4789-bb69-95d577d65eba",
"name": "使用 AI 分诊进行分析",
"type": "@n8n/n8n-nodes-langchain.openAi",
"position": [
-16,
352
],
"parameters": {
"modelId": {
"__rl": true,
"mode": "list",
"value": "gpt-4o-mini"
},
"options": {},
"responses": {
"values": [
{
"content": "=You are an expert customer support triage system with deep understanding of multiple languages and cultural context.\n\nAnalyze this customer inquiry:\n\nCustomer Name: {{$json[\"Name\"]}}\nCustomer Email: {{$json[\"Email Address\"]}}\nInquiry: {{$json.inquiry}}\n\nURGENCY CLASSIFICATION RULES (be strict):\n\nHIGH urgency - Use when ANY of these apply:\n- Product is broken/damaged/defective\n- Words indicating immediate need: immediately, urgent, ASAP\n- Customer explicitly states they are troubled or frustrated\n- Complaints or angry tone\n- Request for refund/replacement/exchange\n- Service failure or system down\n- Time-sensitive issues\n\nMEDIUM urgency - Use when:\n- General questions about product usage\n- Feature inquiries or clarifications\n- Manual/documentation questions\n- Non-urgent support requests\n- Neutral tone inquiries\n\nLOW urgency - Use when:\n- General information requests\n- Compliments or positive feedback\n- Future product inquiries\n- Casual questions with no time pressure\n\nCATEGORIES:\n- technical: Software bugs, technical issues, errors, login problems\n- sales: Pricing, product information, purchase inquiries\n- support: How-to questions, usage help, troubleshooting\n- billing: Payment issues, invoices, refunds\n- general: Everything else\n\nSENTIMENT:\n- negative: Complaints, problems, dissatisfaction, frustrated tone\n- neutral: Questions, information requests\n- positive: Compliments, satisfaction, thank you messages\n\nReturn ONLY valid JSON in this format (no markdown, no code blocks):\n{\n \"urgency\": \"low\" | \"medium\" | \"high\",\n \"category\": \"technical\" | \"sales\" | \"support\" | \"billing\" | \"general\",\n \"sentiment\": \"positive\" | \"neutral\" | \"negative\",\n \"keywords\": [\"keyword1\", \"keyword2\"],\n \"summary\": \"One sentence summary\"\n}"
}
]
},
"builtInTools": {}
},
"typeVersion": 2
},
{
"id": "7022d016-142f-40f0-ae43-876b609f7897",
"name": "解析 AI 分析结果",
"type": "n8n-nodes-base.code",
"position": [
336,
352
],
"parameters": {
"mode": "runOnceForEachItem",
"jsCode": "// Parse AI analysis results\nconst allData = $input.item.json;\n\nlet analysis = {\n urgency: 'medium',\n category: 'general',\n sentiment: 'neutral',\n keywords: [],\n summary: ''\n};\n\nif (allData.output && Array.isArray(allData.output) && allData.output.length > 0) {\n const outputItem = allData.output[0];\n if (outputItem.content && Array.isArray(outputItem.content) && outputItem.content.length > 0) {\n const aiResponse = outputItem.content[0].text || '{}';\n try {\n analysis = JSON.parse(aiResponse);\n } catch (e) {\n console.log('Failed to parse AI response:', aiResponse);\n }\n }\n}\n\n// Get original form data\nconst workflowConfig = $('Map Form Column Names').first().json;\nconst emailColumnName = workflowConfig.emailColumnName || 'Email Address';\nconst inquiryColumnName = workflowConfig.inquiryColumnName || 'Inquiry';\nconst nameColumnName = workflowConfig.nameColumnName || 'Name';\n\nreturn {\n email: workflowConfig[emailColumnName] || '',\n inquiry: workflowConfig[inquiryColumnName] || '',\n name: workflowConfig[nameColumnName] || '',\n urgency: analysis.urgency,\n category: analysis.category,\n sentiment: analysis.sentiment,\n keywords: analysis.keywords,\n summary: analysis.summary,\n timestamp: new Date().toISOString()\n};"
},
"typeVersion": 2
},
{
"id": "bf80a552-17a8-445d-bdb7-288ad0d8bb25",
"name": "按优先级路由",
"type": "n8n-nodes-base.switch",
"position": [
560,
336
],
"parameters": {
"rules": {
"values": [
{
"outputKey": "High Priority",
"conditions": {
"options": {
"caseSensitive": true,
"typeValidation": "strict"
},
"conditions": [
{
"operator": {
"type": "string",
"operation": "equals"
},
"leftValue": "={{ $json.urgency }}",
"rightValue": "high"
}
]
},
"renameOutput": true
},
{
"outputKey": "Medium Priority",
"conditions": {
"options": {
"caseSensitive": true,
"typeValidation": "strict"
},
"conditions": [
{
"operator": {
"type": "string",
"operation": "equals"
},
"leftValue": "={{ $json.urgency }}",
"rightValue": "medium"
}
]
},
"renameOutput": true
},
{
"outputKey": "Low Priority",
"conditions": {
"options": {
"caseSensitive": true,
"typeValidation": "strict"
},
"conditions": [
{
"operator": {
"type": "string",
"operation": "equals"
},
"leftValue": "={{ $json.urgency }}",
"rightValue": "low"
}
]
},
"renameOutput": true
}
]
},
"options": {}
},
"typeVersion": 3
},
{
"id": "7ca42752-5260-4ddc-abd3-a2e52ba53162",
"name": "生成紧急回复",
"type": "@n8n/n8n-nodes-langchain.openAi",
"position": [
768,
240
],
"parameters": {
"modelId": {
"__rl": true,
"mode": "list",
"value": "gpt-4o-mini"
},
"options": {},
"responses": {
"values": [
{
"content": "=Create a polite, professional, and URGENT response email to this HIGH PRIORITY inquiry.\n\nCustomer Name: {{$json.name}}\nInquiry Category: {{$json.category}}\nSentiment: {{$json.sentiment}}\nInquiry: {{$json.inquiry}}\n\nIMPORTANT INSTRUCTIONS:\n- Acknowledge the urgency and apologize if negative sentiment detected\n- Provide immediate next steps\n- Include a commitment to fast response time (within 1-2 hours)\n- Be empathetic and professional\n\nOutput format (strictly follow):\nSUBJECT: (write urgent subject here)\n\nBODY: (write body here)"
}
]
},
"builtInTools": {}
},
"typeVersion": 2
},
{
"id": "8715f230-d87d-4ef9-808f-96d5679be8a3",
"name": "生成标准回复",
"type": "@n8n/n8n-nodes-langchain.openAi",
"position": [
768,
352
],
"parameters": {
"modelId": {
"__rl": true,
"mode": "list",
"value": "gpt-4o-mini"
},
"options": {},
"responses": {
"values": [
{
"content": "=Create a polite and professional response email to this inquiry.\n\nCustomer Name: {{$json.name}}\nInquiry Category: {{$json.category}}\nInquiry: {{$json.inquiry}}\n\nOutput format (strictly follow):\nSUBJECT: (write subject here)\n\nBODY: (write body here)"
}
]
},
"builtInTools": {}
},
"typeVersion": 2
},
{
"id": "24788dbe-f143-499b-b54e-ab2f8b081e5b",
"name": "生成友好回复",
"type": "@n8n/n8n-nodes-langchain.openAi",
"position": [
768,
464
],
"parameters": {
"modelId": {
"__rl": true,
"mode": "list",
"value": "gpt-4o-mini"
},
"options": {},
"responses": {
"values": [
{
"content": "=Create a polite and friendly response email to this inquiry.\n\nCustomer Name: {{$json.name}}\nInquiry Category: {{$json.category}}\nInquiry: {{$json.inquiry}}\n\nOutput format (strictly follow):\nSUBJECT: (write subject here)\n\nBODY: (write body here)"
}
]
},
"builtInTools": {}
},
"typeVersion": 2
},
{
"id": "40134468-499c-4c55-bce1-62a991d82ee4",
"name": "提取邮件主题和正文",
"type": "n8n-nodes-base.code",
"position": [
1136,
352
],
"parameters": {
"mode": "runOnceForEachItem",
"jsCode": "// Get AI-generated email and triage data\nconst allData = $input.item.json;\n\nlet aiResponse = '';\nif (allData.output && Array.isArray(allData.output) && allData.output.length > 0) {\n const outputItem = allData.output[0];\n if (outputItem.content && Array.isArray(outputItem.content) && outputItem.content.length > 0) {\n aiResponse = outputItem.content[0].text || '';\n }\n}\n\n// Parse subject and body from AI response\nlet subject = 'Thank you for your inquiry';\nlet body = '';\n\nif (aiResponse) {\n const subjectMatch = aiResponse.match(/SUBJECT:\\s*([\\s\\S]*?)(?=\\nBODY:|$)/);\n if (subjectMatch && subjectMatch[1]) {\n subject = subjectMatch[1].trim();\n }\n\n const parts = aiResponse.split(/BODY:\\s*/);\n if (parts.length > 1) {\n body = parts[1].trim();\n } else {\n body = aiResponse.trim();\n }\n}\n\nconst triageData = $('Parse AI Analysis Results').first().json;\n\nreturn {\n subject,\n body,\n email: triageData.email,\n name: triageData.name,\n urgency: triageData.urgency,\n category: triageData.category,\n sentiment: triageData.sentiment,\n keywords: triageData.keywords,\n summary: triageData.summary,\n inquiry: triageData.inquiry,\n timestamp: triageData.timestamp\n};"
},
"typeVersion": 2
},
{
"id": "112807ff-a82c-4f08-bcd6-8f80b00c9e7f",
"name": "通过 Gmail 发送自动回复",
"type": "n8n-nodes-base.gmail",
"position": [
1360,
352
],
"webhookId": "b58c0315-fb54-4b41-8198-f0ceba77ced1",
"parameters": {
"sendTo": "={{ $json.email }}",
"message": "={{ $json.body }}",
"options": {
"appendAttribution": false
},
"subject": "={{ $json.subject }}"
},
"typeVersion": 2.1
},
{
"id": "90ac9a6c-8644-4369-8dc0-7ad6e48db909",
"name": "准备跟踪数据",
"type": "n8n-nodes-base.set",
"position": [
1584,
352
],
"parameters": {
"options": {},
"assignments": {
"assignments": [
{
"id": "id-1",
"name": "name",
"type": "string",
"value": "={{ $('Parse AI Analysis Results').item.json.name }}"
},
{
"id": "id-2",
"name": "email",
"type": "string",
"value": "={{ $('Parse AI Analysis Results').item.json.email }}"
},
{
"id": "id-3",
"name": "urgency",
"type": "string",
"value": "={{ $('Parse AI Analysis Results').item.json.urgency }}"
},
{
"id": "id-4",
"name": "category",
"type": "string",
"value": "={{ $('Parse AI Analysis Results').item.json.category }}"
},
{
"id": "id-5",
"name": "sentiment",
"type": "string",
"value": "={{ $('Parse AI Analysis Results').item.json.sentiment }}"
},
{
"id": "id-6",
"name": "summary",
"type": "string",
"value": "={{ $('Parse AI Analysis Results').item.json.summary }}"
},
{
"id": "id-7",
"name": "keywords",
"type": "string",
"value": "={{ $('Parse AI Analysis Results').item.json.keywords }}"
},
{
"id": "id-8",
"name": "subject",
"type": "string",
"value": "={{ $('Extract Email Subject and Body').item.json.subject }}"
},
{
"id": "id-9",
"name": "inquiry",
"type": "string",
"value": "={{ $('Parse AI Analysis Results').item.json.inquiry }}"
},
{
"id": "id-10",
"name": "timestamp",
"type": "string",
"value": "={{ $('Parse AI Analysis Results').item.json.timestamp }}"
}
]
}
},
"typeVersion": 3.4
},
{
"id": "bd3aa2c7-e7f0-42e5-843b-9ecba1746432",
"name": "是否为高优先级？",
"type": "n8n-nodes-base.if",
"position": [
1792,
352
],
"parameters": {
"options": {},
"conditions": {
"options": {
"caseSensitive": false,
"typeValidation": "loose"
},
"conditions": [
{
"id": "id-1",
"operator": {
"type": "string",
"operation": "equals"
},
"leftValue": "={{ $json.urgency }}",
"rightValue": "high"
}
]
}
},
"typeVersion": 2.2
},
{
"id": "426bf20f-ab48-453b-945c-a70a65818526",
"name": "在 Slack 上提醒团队",
"type": "n8n-nodes-base.slack",
"position": [
2032,
272
],
"webhookId": "9d621a32-e3b1-4280-9c01-599989094a8a",
"parameters": {
"text": "=🚨 *HIGH PRIORITY INQUIRY RECEIVED*\n\n*Customer:* {{ $json.name }}\n*Email:* {{ $json.email }}\n*Category:* {{ $json.category }}\n*Sentiment:* {{ $json.sentiment }}\n\n*Summary:* {{ $json.summary }}\n\n*Original Inquiry:*\n{{ $json.inquiry }}\n\n✅ Auto-reply sent. Manual follow-up recommended within 1-2 hours.",
"select": "channel",
"channelId": {
"__rl": true,
"mode": "list",
"value": ""
},
"otherOptions": {},
"authentication": "oAuth2"
},
"typeVersion": 2.3
},
{
"id": "8435195b-82c2-4085-afbe-b1e6bd40830a",
"name": "记录到跟踪表格",
"type": "n8n-nodes-base.googleSheets",
"position": [
2208,
368
],
"parameters": {
"operation": "append",
"sheetName": {
"__rl": true,
"mode": "list",
"value": ""
},
"documentId": {
"__rl": true,
"mode": "list",
"value": ""
}
},
"typeVersion": 4.7
},
{
"id": "1ad7a7ae-1f80-4081-a481-74cfd89bdaa7",
"name": "便签 - 工作流概览",
"type": "n8n-nodes-base.stickyNote",
"position": [
-1408,
-272
],
"parameters": {
"width": 680,
"height": 1596,
"content": "## 📋 AI 驱动的客户支持自动化"
},
"typeVersion": 1
},
{
"id": "d1a6e001-f164-4985-9cc9-c22493349127",
"name": "便签 - 步骤 1",
"type": "n8n-nodes-base.stickyNote",
"position": [
-688,
-16
],
"parameters": {
"color": 7,
"width": 360,
"height": 352,
"content": "### 📥 步骤 1：表单回复触发器"
},
"typeVersion": 1
},
{
"id": "4122d26f-5ccf-4ad3-b130-99bbe84a020f",
"name": "便签 - 步骤 2",
"type": "n8n-nodes-base.stickyNote",
"position": [
-352,
528
],
"parameters": {
"color": 7,
"width": 340,
"height": 236,
"content": "### 🔧 步骤 2：映射列名"
},
"typeVersion": 1
},
{
"id": "0ee1a9d8-3e37-412e-9a63-db17b354e52e",
"name": "便签 - 步骤 3",
"type": "n8n-nodes-base.stickyNote",
"position": [
-80,
-32
],
"parameters": {
"color": 7,
"width": 360,
"height": 364,
"content": "### 🧠 步骤 3：AI 分诊分析"
},
"typeVersion": 1
},
{
"id": "bd556784-eb77-4347-8821-b0c301fca7b4",
"name": "便签 - 步骤 4",
"type": "n8n-nodes-base.stickyNote",
"position": [
224,
528
],
"parameters": {
"color": 7,
"width": 360,
"height": 344,
"content": "### 🔀 步骤 4：优先级路由"
},
"typeVersion": 1
},
{
"id": "d47878da-4235-44b9-bc04-85fa618298e4",
"name": "便签 - 步骤 5",
"type": "n8n-nodes-base.stickyNote",
"position": [
688,
-128
],
"parameters": {
"color": 7,
"width": 360,
"height": 340,
"content": "### ✉️ 步骤 5：生成 AI 回复"
},
"typeVersion": 1
},
{
"id": "49768cd0-7811-43e7-b90e-ec0e0cc599a5",
"name": "便签 - 步骤 6",
"type": "n8n-nodes-base.stickyNote",
"position": [
1232,
64
],
"parameters": {
"color": 7,
"width": 340,
"height": 268,
"content": "### 📤 步骤 6：发送自动回复"
},
"typeVersion": 1
},
{
"id": "0de2f195-b296-43b2-99b5-38c41de47dba",
"name": "便签 - 步骤 7",
"type": "n8n-nodes-base.stickyNote",
"position": [
1872,
528
],
"parameters": {
"color": 7,
"width": 380,
"height": 380,
"content": "### 🚨 步骤 7：团队提醒和跟踪"
},
"typeVersion": 1
}
],
"active": false,
"pinData": {},
"settings": {
"executionOrder": "v1"
},
"versionId": "2882a4e9-45c4-452d-a1fe-89e9d2629489",
"connections": {
"Is High Priority?": {
"main": [
[
{
"node": "Alert Team on Slack",
"type": "main",
"index": 0
},
{
"node": "Log to Tracking Sheet",
"type": "main",
"index": 0
}
],
[
{
"node": "Log to Tracking Sheet",
"type": "main",
"index": 0
}
]
]
},
"Map Form Column Names": {
"main": [
[
{
"node": "Analyze with AI Triage",
"type": "main",
"index": 0
}
]
]
},
"Analyze with AI Triage": {
"main": [
[
{
"node": "Parse AI Analysis Results",
"type": "main",
"index": 0
}
]
]
},
"Route by Priority Level": {
"main": [
[
{
"node": "Generate Urgent Response",
"type": "main",
"index": 0
}
],
[
{
"node": "Generate Standard Response",
"type": "main",
"index": 0
}
],
[
{
"node": "Generate Friendly Response",
"type": "main",
"index": 0
}
]
]
},
"Generate Urgent Response": {
"main": [
[
{
"node": "Extract Email Subject and Body",
"type": "main",
"index": 0
}
]
]
},
"Parse AI Analysis Results": {
"main": [
[
{
"node": "Route by Priority Level",
"type": "main",
"index": 0
}
]
]
},
"Prepare Data for Tracking": {
"main": [
[
{
"node": "Is High Priority?",
"type": "main",
"index": 0
}
]
]
},
"Send Auto-Reply via Gmail": {
"main": [
[
{
"node": "Prepare Data for Tracking",
"type": "main",
"index": 0
}
]
]
},
"Generate Friendly Response": {
"main": [
[
{
"node": "Extract Email Subject and Body",
"type": "main",
"index": 0
}
]
]
},
"Generate Standard Response": {
"main": [
[
{
"node": "Extract Email Subject and Body",
"type": "main",
"index": 0
}
]
]
},
"Google Form Responses Trigger": {
"main": [
[
{
"node": "Map Form Column Names",
"type": "main",
"index": 0
}
]
]
},
"Extract Email Subject and Body": {
"main": [
[
{
"node": "Send Auto-Reply via Gmail",
"type": "main",
"index": 0
}
]
]
}
}
}常见问题
如何使用这个工作流？
复制上方的 JSON 配置代码，在您的 n8n 实例中创建新工作流并选择「从 JSON 导入」，粘贴配置后根据需要修改凭证设置即可。
这个工作流适合什么场景？
高级 - 工单管理, AI 摘要总结
需要付费吗？
本工作流完全免费，您可以直接导入使用。但请注意，工作流中使用的第三方服务（如 OpenAI API）可能需要您自行付费。
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Set
Code
Gmail
+6
16 节点Fabian ZNTL
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If
Set
Code
+11
25 节点Trung Tran
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