{ "name": "Support Triage Concierge", "nodes": [ { "parameters": { "pollTimes": { "item": [ { "mode": "everyMinute" } ] }, "simple": false, "maxResults": 5, "filters": { "q": "subject:\"[Fortavault Support Demo]\"", "readStatus": "both" } }, "id": "6febe2e8-11f2-4f7c-b837-1aaa1560f23e", "name": "Watch Support Inbox", "type": "n8n-nodes-base.gmailTrigger", "typeVersion": 1.4, "position": [0, 300], "credentials": { "gmailOAuth2": { "name": "Gmail account" } } }, { "parameters": { "mode": "runOnceForAllItems", "language": "javaScript", "jsCode": "const items = $input.all();\nconst results = [];\nfor (const item of items) {\n const text = item.json.text || item.json.snippet || '';\n const emailMatch = text.match(/Customer Email:\\s*(\\S+)/i);\n const nameMatch = text.match(/Customer Name:\\s*(.+)/i);\n const customerEmail = emailMatch ? emailMatch[1].trim() : '';\n const customerName = nameMatch ? nameMatch[1].trim() : 'Unknown';\n let bodyText = text;\n bodyText = bodyText.replace(/Customer Email:.*(\\r?\\n|$)/i, '');\n bodyText = bodyText.replace(/Customer Name:.*(\\r?\\n|$)/i, '');\n bodyText = bodyText.trim();\n results.push({\n json: {\n gmailMessageId: item.json.id,\n subject: item.json.subject || '(no subject)',\n customerEmail: customerEmail,\n customerName: customerName,\n bodyText: bodyText,\n receivedAt: item.json.date || new Date().toISOString()\n }\n });\n}\nreturn results;" }, "id": "92cc1783-def4-4ca5-9d15-6d99105e146c", "name": "Parse Simulated Support Email", "type": "n8n-nodes-base.code", "typeVersion": 2, "position": [220, 300] }, { "parameters": { "resource": "search", "operation": "query", "query": "=SELECT Id, Name, Email, AccountId, Account.Name, Account.AnnualRevenue FROM Contact WHERE Email = '{{ $json.customerEmail }}' LIMIT 1" }, "id": "b6d19060-12ae-45b0-b18c-d931f185ad41", "name": "Look Up Customer in Salesforce", "type": "n8n-nodes-base.salesforce", "typeVersion": 1.1, "position": [440, 300], "alwaysOutputData": true, "credentials": { "salesforceOAuth2Api": { "name": "Salesforce account" } } }, { "parameters": { "mode": "runOnceForAllItems", "language": "javaScript", "jsCode": "const item = $input.first().json;\nconst account = item.Account || {};\nconst revenue = (account.AnnualRevenue === undefined || account.AnnualRevenue === null) ? null : account.AnnualRevenue;\nlet tier = 'SMB';\nif (revenue === null) {\n tier = 'Unrecognized';\n} else if (revenue >= 300000000) {\n tier = 'Enterprise';\n} else if (revenue >= 20000000) {\n tier = 'Mid-Market';\n} else {\n tier = 'SMB';\n}\nreturn [{\n json: {\n contactId: item.Id || null,\n accountId: item.AccountId || null,\n accountName: account.Name || 'Unknown (no CRM match)',\n customerTier: tier,\n contactName: item.Name || null\n }\n}];" }, "id": "f73e5080-b3df-4273-8415-1947dfed395f", "name": "Determine Customer Tier", "type": "n8n-nodes-base.code", "typeVersion": 2, "position": [660, 300] }, { "parameters": { "promptType": "define", "text": "=Incoming support email:\n\nSubject: {{ $('Parse Simulated Support Email').item.json.subject }}\nFrom (customer): {{ $('Parse Simulated Support Email').item.json.customerName }} <{{ $('Parse Simulated Support Email').item.json.customerEmail }}>\nAccount: {{ $('Determine Customer Tier').item.json.accountName }}\nCustomer tier: {{ $('Determine Customer Tier').item.json.customerTier }}\n\nMessage body:\n{{ $('Parse Simulated Support Email').item.json.bodyText }}\n\nClassify this support request.", "hasOutputParser": true, "options": { "systemMessage": "You are a support triage classifier for Fortavault, Inc., a fictional data protection and security platform (cloud backup, ransomware recovery, zero-trust access, and compliance reporting). Products: Fortavault Backup Cloud, Fortavault Shield (ransomware detection + one-click rollback), Fortavault Access (zero-trust), Fortavault Insights (compliance reporting). Key competitors: Veyron Data, Ashcombe Systems, Cyphertide, Northgate Cloud Security, Ridgeline Compliance.\n\nRead the incoming support email and classify it.\n\ncategory: exactly one of \"Security Incident\", \"Technical Issue\", \"Billing/Account\", \"Feature Request/General\". Use \"Security Incident\" only for genuine security concerns - suspected breach, ransomware, unauthorized access, data exposure. Most product-not-working reports are \"Technical Issue\".\n\npriority: exactly one of \"Urgent\", \"High\", \"Normal\", \"Low\", based on the business impact and urgency in the email content alone. Customer tier is handled separately downstream - do not factor it into this field.\n\nsummary: a 1-2 sentence internal case summary a support rep could read at a glance.\n\nrationale: a 1-sentence explanation of why you assigned this category and priority.\n\nRespond with a JSON object with exactly four fields: category, priority, summary, rationale." } }, "id": "84d87e8c-53ca-418a-8fb1-eb229dfac471", "name": "Support Triage Classifier", "type": "@n8n/n8n-nodes-langchain.agent", "typeVersion": 3.1, "position": [880, 300] }, { "parameters": { "model": { "__rl": true, "mode": "list", "value": "claude-sonnet-4-6", "cachedResultName": "Claude Sonnet 4.6" }, "options": { "temperature": 0.2 } }, "id": "51a8f1af-8316-4dfe-a7cd-98c4910d2d49", "name": "Anthropic Chat Model", "type": "@n8n/n8n-nodes-langchain.lmChatAnthropic", "typeVersion": 1.5, "position": [880, 540], "credentials": { "anthropicApi": { "name": "Anthropic account" } } }, { "parameters": { "schemaType": "fromJson", "jsonSchemaExample": "{ \"category\": \"Technical Issue\", \"priority\": \"High\", \"summary\": \"brief internal case summary\", \"rationale\": \"brief 1-sentence reasoning\" }", "autoFix": false }, "id": "64f7bd65-51a5-4a8d-aedd-e98ea1502f78", "name": "Structured Output Parser", "type": "@n8n/n8n-nodes-langchain.outputParserStructured", "typeVersion": 1.3, "position": [1080, 540] }, { "parameters": { "mode": "runOnceForAllItems", "language": "javaScript", "jsCode": "const ai = $input.first().json.output;\nconst category = ai.category;\nconst aiPriority = ai.priority;\nconst tier = $('Determine Customer Tier').item.json.customerTier;\n\nlet finalPriority = 'Medium';\nlet pingSlack = true;\nlet slackMention = '';\nlet slaTargetLabel = '4 hours';\nlet queue = 'Standard Support';\nlet caseType = 'Problem';\n\nif (category === 'Billing/Account') {\n caseType = 'Question';\n} else if (category === 'Feature Request/General') {\n caseType = 'Feature Request';\n} else {\n caseType = 'Problem';\n}\n\nif (category === 'Security Incident') {\n finalPriority = 'High';\n pingSlack = true;\n slackMention = ' ';\n slaTargetLabel = '15 minutes';\n queue = 'Escalations';\n} else if (tier === 'Enterprise') {\n queue = 'Enterprise Support';\n if (aiPriority === 'Urgent' || aiPriority === 'High') {\n finalPriority = 'High';\n pingSlack = true;\n slackMention = ' ';\n slaTargetLabel = '1 hour';\n } else {\n finalPriority = 'Medium';\n pingSlack = true;\n slackMention = '';\n slaTargetLabel = '4 hours';\n }\n} else if (tier === 'Mid-Market') {\n queue = 'Standard Support';\n if (aiPriority === 'Urgent' || aiPriority === 'High') {\n finalPriority = 'High';\n pingSlack = true;\n slackMention = '';\n slaTargetLabel = '4 hours';\n } else {\n finalPriority = 'Medium';\n pingSlack = true;\n slackMention = '';\n slaTargetLabel = '1 business day';\n }\n} else {\n queue = 'Self-Serve Queue';\n if (aiPriority === 'Urgent' || aiPriority === 'High') {\n finalPriority = 'High';\n pingSlack = true;\n slackMention = '';\n slaTargetLabel = '4 hours';\n } else {\n finalPriority = 'Low';\n pingSlack = false;\n slackMention = '';\n slaTargetLabel = '2 business days';\n }\n}\n\nreturn [{\n json: {\n category: category,\n aiPriority: aiPriority,\n summary: ai.summary,\n rationale: ai.rationale,\n finalPriority: finalPriority,\n pingSlack: pingSlack,\n slackMention: slackMention,\n slaTargetLabel: slaTargetLabel,\n queue: queue,\n caseType: caseType\n }\n}];" }, "id": "7dd3fdc0-11ae-4980-a4ab-0c59c331ce91", "name": "Compute Routing & SLA", "type": "n8n-nodes-base.code", "typeVersion": 2, "position": [1300, 300] }, { "parameters": { "resource": "case", "operation": "create", "type": "={{ $json.caseType }}", "additionalFields": { "accountId": "={{ $('Determine Customer Tier').item.json.accountId }}", "contactId": "={{ $('Determine Customer Tier').item.json.contactId }}", "subject": "={{ '[' + $json.queue + '] ' + $('Parse Simulated Support Email').item.json.subject }}", "description": "=Customer message:\n{{ $('Parse Simulated Support Email').item.json.bodyText }}\n\n--- AI triage ---\nCategory: {{ $json.category }}\nAI-assessed priority: {{ $json.aiPriority }}\nSummary: {{ $json.summary }}\nRationale: {{ $json.rationale }}\nCustomer tier: {{ $('Determine Customer Tier').item.json.customerTier }}\nTarget SLA: {{ $json.slaTargetLabel }}", "origin": "Email", "priority": "={{ $json.finalPriority }}", "status": "New" } }, "id": "67153138-3122-46a3-a825-b6627847fd69", "name": "Create Salesforce Case", "type": "n8n-nodes-base.salesforce", "typeVersion": 1.1, "position": [1520, 300], "credentials": { "salesforceOAuth2Api": { "name": "Salesforce account" } } }, { "parameters": { "conditions": { "options": { "caseSensitive": true, "leftValue": "", "typeValidation": "loose" }, "conditions": [ { "leftValue": "={{ $('Compute Routing & SLA').item.json.pingSlack }}", "operator": { "type": "boolean", "operation": "equals" }, "rightValue": true } ], "combinator": "and" } }, "id": "8174560b-da78-41b3-bac3-c998f4fd193a", "name": "Ping Slack?", "type": "n8n-nodes-base.if", "typeVersion": 2.2, "position": [1740, 300] }, { "parameters": { "resource": "message", "operation": "post", "select": "channel", "channelId": { "__rl": true, "mode": "id", "value": "C0BQ3G96HL6" }, "text": "={{ $('Compute Routing & SLA').item.json.slackMention }}New support case — {{ $('Compute Routing & SLA').item.json.queue }}\n\n{{ $('Parse Simulated Support Email').item.json.customerName }} ({{ $('Determine Customer Tier').item.json.accountName }} — {{ $('Determine Customer Tier').item.json.customerTier }})\nCategory: {{ $('Compute Routing & SLA').item.json.category }} | Priority: {{ $('Compute Routing & SLA').item.json.finalPriority }} | SLA target: {{ $('Compute Routing & SLA').item.json.slaTargetLabel }}\n\n{{ $('Compute Routing & SLA').item.json.summary }}\n\nWhy: {{ $('Compute Routing & SLA').item.json.rationale }}\n\nSalesforce Case: {{ $('Create Salesforce Case').item.json.id }}" }, "id": "4791b700-c77e-4a1c-863e-ac87554b05e1", "name": "Post Slack Alert", "type": "n8n-nodes-base.slack", "typeVersion": 2.7, "position": [1960, 180], "credentials": { "slackApi": { "name": "Slack account" } } }, { "parameters": { "resource": "row", "operation": "insert", "dataTableId": { "__rl": true, "mode": "id", "value": "B822UKLgJVgEHj8q", "cachedResultName": "Support Triage Log" }, "columns": { "mappingMode": "defineBelow", "value": { "emailSubject": "={{ $('Parse Simulated Support Email').item.json.subject }}", "customerEmail": "={{ $('Parse Simulated Support Email').item.json.customerEmail }}", "customerName": "={{ $('Parse Simulated Support Email').item.json.customerName }}", "accountName": "={{ $('Determine Customer Tier').item.json.accountName }}", "tier": "={{ $('Determine Customer Tier').item.json.customerTier }}", "category": "={{ $('Compute Routing & SLA').item.json.category }}", "aiPriority": "={{ $('Compute Routing & SLA').item.json.aiPriority }}", "finalPriority": "={{ $('Compute Routing & SLA').item.json.finalPriority }}", "rationale": "={{ $('Compute Routing & SLA').item.json.rationale }}", "summary": "={{ $('Compute Routing & SLA').item.json.summary }}", "caseId": "={{ $('Create Salesforce Case').item.json.id }}", "queue": "={{ $('Compute Routing & SLA').item.json.queue }}", "slaTarget": "={{ $('Compute Routing & SLA').item.json.slaTargetLabel }}", "slackPinged": true, "loggedAt": "={{ $now.toISO() }}" } } }, "id": "ba51f7d2-3271-473f-9324-548893cffb1d", "name": "Log - Slack Pinged", "type": "n8n-nodes-base.dataTable", "typeVersion": 1.1, "position": [2180, 180] }, { "parameters": { "resource": "row", "operation": "insert", "dataTableId": { "__rl": true, "mode": "id", "value": "B822UKLgJVgEHj8q", "cachedResultName": "Support Triage Log" }, "columns": { "mappingMode": "defineBelow", "value": { "emailSubject": "={{ $('Parse Simulated Support Email').item.json.subject }}", "customerEmail": "={{ $('Parse Simulated Support Email').item.json.customerEmail }}", "customerName": "={{ $('Parse Simulated Support Email').item.json.customerName }}", "accountName": "={{ $('Determine Customer Tier').item.json.accountName }}", "tier": "={{ $('Determine Customer Tier').item.json.customerTier }}", "category": "={{ $('Compute Routing & SLA').item.json.category }}", "aiPriority": "={{ $('Compute Routing & SLA').item.json.aiPriority }}", "finalPriority": "={{ $('Compute Routing & SLA').item.json.finalPriority }}", "rationale": "={{ $('Compute Routing & SLA').item.json.rationale }}", "summary": "={{ $('Compute Routing & SLA').item.json.summary }}", "caseId": "={{ $('Create Salesforce Case').item.json.id }}", "queue": "={{ $('Compute Routing & SLA').item.json.queue }}", "slaTarget": "={{ $('Compute Routing & SLA').item.json.slaTargetLabel }}", "slackPinged": false, "loggedAt": "={{ $now.toISO() }}" } } }, "id": "579277d9-256b-423f-b03e-d1903942bd69", "name": "Log - Queued Silently", "type": "n8n-nodes-base.dataTable", "typeVersion": 1.1, "position": [1960, 420] } ], "connections": { "Watch Support Inbox": { "main": [[{ "node": "Parse Simulated Support Email", "type": "main", "index": 0 }]] }, "Parse Simulated Support Email": { "main": [[{ "node": "Look Up Customer in Salesforce", "type": "main", "index": 0 }]] }, "Look Up Customer in Salesforce": { "main": [[{ "node": "Determine Customer Tier", "type": "main", "index": 0 }]] }, "Determine Customer Tier": { "main": [[{ "node": "Support Triage Classifier", "type": "main", "index": 0 }]] }, "Support Triage Classifier": { "main": [[{ "node": "Compute Routing & SLA", "type": "main", "index": 0 }]] }, "Anthropic Chat Model": { "ai_languageModel": [[{ "node": "Support Triage Classifier", "type": "ai_languageModel", "index": 0 }]] }, "Structured Output Parser": { "ai_outputParser": [[{ "node": "Support Triage Classifier", "type": "ai_outputParser", "index": 0 }]] }, "Compute Routing & SLA": { "main": [[{ "node": "Create Salesforce Case", "type": "main", "index": 0 }]] }, "Create Salesforce Case": { "main": [[{ "node": "Ping Slack?", "type": "main", "index": 0 }]] }, "Ping Slack?": { "main": [ [{ "node": "Post Slack Alert", "type": "main", "index": 0 }], [{ "node": "Log - Queued Silently", "type": "main", "index": 0 }] ] }, "Post Slack Alert": { "main": [[{ "node": "Log - Slack Pinged", "type": "main", "index": 0 }]] } }, "settings": { "executionOrder": "v1" } }