{"workflow":{"id":14038,"name":"Draft and send AI customer support email replies with Gmail and Google Sheets","views":120,"recentViews":2,"totalViews":120,"createdAt":"2026-03-14T10:53:00.312Z","description":"## How it works\n1. Gmail is monitored every minute for new incoming emails\n2. Automated and irrelevant emails are filtered out (newsletters, noreply senders, out-of-office replies, bounce notifications)\n3. AI reads the email and drafts a reply based on your company documentation - embedded directly in the system prompt, no vector database needed\n4. The original email and the draft reply are logged to a Google Sheet for human review\n5. Type \"send\" in the Send column to approve a reply - the workflow detects it and sends it via Gmail\n6. The row is updated to \"Replied\" to prevent duplicate sends\n\n## Set up steps\n1. Connect your **Gmail**, **OpenRouter**, and **Google Sheets** credentials (~5 min)\n2. Create a Google Sheet with columns: Message ID, From, Subject, Body, Reply, Send\n3. In the **Draft AI Reply** node, replace the sample company documentation in the system prompt with your own\n4. In the **Filter Unwanted Emails** node, update the first condition with your own email address\n5. Activate the workflow","workflow":{"id":"iL5oeTgdrcA1avtP","meta":{"instanceId":"faddc4774f9b11649df4b718ccf1c47f344f37c56ff4332e644ffd2e950d4758"},"name":"AI Customer Support Email Agent with Gmail and Google Sheets","tags":[],"nodes":[{"id":"a34946c2-efe9-4c43-af40-571ec70da65e","name":"Receive Customer Emails","type":"n8n-nodes-base.gmailTrigger","position":[160,208],"parameters":{"simple":false,"filters":{},"options":{},"pollTimes":{"item":[{"mode":"everyMinute"}]}},"credentials":{"gmailOAuth2":{"id":"credential-id","name":"Gmail account"}},"typeVersion":1.3},{"id":"8e95a8dd-eb83-4d0c-8daf-dde14f34afed","name":"Filter Unwanted Emails","type":"n8n-nodes-base.if","position":[368,208],"parameters":{"options":{},"conditions":{"options":{"version":3,"leftValue":"","caseSensitive":true,"typeValidation":"strict"},"combinator":"and","conditions":[{"id":"cond1","operator":{"type":"string","operation":"notContains"},"leftValue":"={{ $json.from.value[0].address }}","rightValue":"user@example.com"},{"id":"c1","operator":{"type":"string","operation":"notContains"},"leftValue":"={{ $json.from.value[0].address }}","rightValue":"noreply"},{"id":"c2","operator":{"type":"string","operation":"notContains"},"leftValue":"={{ $json.from.value[0].address }}","rightValue":"no-reply"},{"id":"c3","operator":{"type":"string","operation":"notContains"},"leftValue":"={{ $json.from.value[0].address }}","rightValue":"mailer-daemon"},{"id":"c4","operator":{"type":"string","operation":"notContains"},"leftValue":"={{ $json.subject }}","rightValue":"out of office"},{"id":"c5","operator":{"type":"string","operation":"notContains"},"leftValue":"={{ $json.subject }}","rightValue":"auto-reply"},{"id":"c6","operator":{"type":"string","operation":"notContains"},"leftValue":"={{ $json.subject }}","rightValue":"automatic reply"},{"id":"c7","operator":{"type":"string","operation":"notContains"},"leftValue":"={{ $json.subject }}","rightValue":"delivery notification"},{"id":"c8","operator":{"type":"string","operation":"notContains"},"leftValue":"={{ $json.subject }}","rightValue":"undeliverable"},{"id":"c9","operator":{"type":"string","operation":"notContains"},"leftValue":"={{ $json.subject }}","rightValue":"newsletter"},{"id":"c10","operator":{"type":"string","operation":"notContains"},"leftValue":"={{ $json.subject }}","rightValue":"unsubscribe"}]}},"typeVersion":2.3},{"id":"05bc6007-08b2-4a16-838f-c1e40697bf9e","name":"Draft AI Reply","type":"@n8n/n8n-nodes-langchain.chainLlm","position":[624,192],"parameters":{"text":"=From: {{ $('Receive Customer Emails').item.json.from }}\nSubject: {{ $('Receive Customer Emails').item.json.subject }}\n\n{{ $('Receive Customer Emails').item.json.text }}","batching":{},"messages":{"messageValues":[{"message":"You are a support agent for Your Company Name Here\n\n## Company Documentation\nWe offer a 12-month warranty.\nCopy/paste your customer support info here.\n\n## Instructions\n- Read the customer's email carefully.\n- Identify their question or issue.\n- Draft a clear, helpful, professional reply that directly answers their question using the documentation above.\n- Do not make up information not in the documentation. If you don't know, say so politely and offer to escalate.\n- Sign off as \"Support Team\".\n- Output ONLY the email body text, no subject line."}]},"promptType":"define"},"typeVersion":1.9},{"id":"cbdf0ba9-5736-409c-9db1-16967f83def4","name":"OpenRouter Model","type":"@n8n/n8n-nodes-langchain.lmChatOpenRouter","position":[624,400],"parameters":{"options":{}},"credentials":{"openRouterApi":{"id":"credential-id","name":"OpenRouter account"}},"typeVersion":1},{"id":"9a2050f3-3f2f-45e2-98a1-e09f80b483d5","name":"Mark Email as Read","type":"n8n-nodes-base.gmail","position":[976,192],"webhookId":"523d0653-3218-42d6-80aa-1fd8d4d328ce","parameters":{"messageId":"={{ $('Receive Customer Emails').item.json.id }}","operation":"markAsRead"},"credentials":{"gmailOAuth2":{"id":"credential-id","name":"Gmail account"}},"typeVersion":2.2},{"id":"74dcc027-fcdd-4f1e-9774-8ac3d751aca5","name":"Log to Google 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Replies","type":"n8n-nodes-base.googleSheets","position":[400,736],"parameters":{"options":{},"filtersUI":{"values":[{"lookupValue":"send","lookupColumn":"Send"}]},"sheetName":{"__rl":true,"mode":"list","value":"gid=0","cachedResultUrl":"https://docs.google.com/spreadsheets/d/1Behqx-A6IROp22XJ92DDoDUP4SOEl6JZIq4OpnBWsBo/edit#gid=0","cachedResultName":"Sheet1"},"documentId":{"__rl":true,"mode":"list","value":"1Behqx-A6IROp22XJ92DDoDUP4SOEl6JZIq4OpnBWsBo","cachedResultUrl":"https://docs.google.com/spreadsheets/d/1Behqx-A6IROp22XJ92DDoDUP4SOEl6JZIq4OpnBWsBo/edit?usp=drivesdk","cachedResultName":"Customer Support Emails"}},"credentials":{"googleSheetsOAuth2Api":{"id":"credential-id","name":"Google Sheets account"}},"typeVersion":4.7},{"id":"d6c2381a-b6fe-4805-9db7-782594e84847","name":"Send Reply to Customer","type":"n8n-nodes-base.gmail","position":[896,720],"webhookId":"6131c72a-ee79-4484-bc05-106ae28488cc","parameters":{"sendTo":"={{ $json.From }}","message":"={{ $json.Reply.replace(/\\n/g, '<br>') }}","options":{"appendAttribution":false},"subject":"=Re: {{ $json.Subject }}"},"credentials":{"gmailOAuth2":{"id":"credential-id","name":"Gmail account"}},"typeVersion":2.2},{"id":"57e91e89-f103-4546-a250-c5221254e1d2","name":"Update Status to Replied","type":"n8n-nodes-base.googleSheets","position":[1168,720],"parameters":{"columns":{"value":{"Send":"Replied","Message ID":"={{ $('Is Approved to Send?').item.json['Message ID'] }}"},"schema":[{"id":"Message ID","type":"string","display":true,"required":false,"displayName":"Message 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ID"],"attemptToConvertTypes":false,"convertFieldsToString":false},"options":{},"operation":"appendOrUpdate","sheetName":{"__rl":true,"mode":"list","value":"gid=0","cachedResultUrl":"https://docs.google.com/spreadsheets/d/1P_loYpUly294lsvmBfJcMZJfMWX7kDWXnKwmUp1EKTc/edit#gid=0","cachedResultName":"Sheet1"},"documentId":{"__rl":true,"mode":"list","value":"1Behqx-A6IROp22XJ92DDoDUP4SOEl6JZIq4OpnBWsBo","cachedResultUrl":"https://docs.google.com/spreadsheets/d/1Behqx-A6IROp22XJ92DDoDUP4SOEl6JZIq4OpnBWsBo/edit?usp=drivesdk","cachedResultName":"Customer Support Emails"}},"credentials":{"googleSheetsOAuth2Api":{"id":"credential-id","name":"Google Sheets account"}},"typeVersion":4.7},{"id":"134d964e-705b-41d3-af41-9dca6852f59b","name":"Is Approved to Send?","type":"n8n-nodes-base.if","position":[640,736],"parameters":{"options":{},"conditions":{"options":{"version":3,"leftValue":"","caseSensitive":true,"typeValidation":"strict"},"combinator":"or","conditions":[{"id":"c1","operator":{"type":"string","operation":"equals"},"leftValue":"={{ $json.Send }}","rightValue":"send"}]}},"typeVersion":2.3},{"id":"3da05e07-7a32-48db-8a4f-42ea5f936ce4","name":"Overview","type":"n8n-nodes-base.stickyNote","position":[-784,-32],"parameters":{"color":5,"width":796,"height":1184,"content":"## 📧 AI Customer Support Email Agent\n\n**Automatically draft AI-powered replies to customer emails, let your team review them in Google Sheets, and send with a single word - keeping a human in the loop.**\n\n---\n\n### Who is this for\n- Small business owners handling customer support manually\n- Support teams that want AI assistance without losing human oversight\n- Freelancers and agencies managing client email inquiries\n\n---\n\n### How it works\n1. **Gmail** is monitored every minute for new incoming emails\n2. **Smart filtering** skips automated emails, newsletters, noreply senders, and out-of-office replies\n3. **AI (via OpenRouter)** drafts a reply using your company documentation as context\n4. The email and draft reply are **logged to Google Sheets** for review\n5. Your team **reviews the draft** - type \"send\" in the Send column to approve\n6. Every minute, the workflow **detects approved rows** and sends the reply via Gmail\n7. The row is **updated to \"Replied\"** to prevent duplicate sends\n\n---\n\n### Knowledge base\nYour company documentation is embedded **directly in the AI system prompt** - no vector database, no RAG pipeline, no extra infrastructure.\n\n**Advantages:**\n- Zero-setup knowledge base - paste your docs and go\n- Works with any OpenRouter model out of the box\n- Instant updates - edit the prompt, changes apply immediately\n- No hallucinations beyond what's in the prompt (the AI is instructed to escalate if unsure)\n\n**Practical limits:**\n- Up to ~10 pages (~3,000 words) works reliably with any model\n- Up to 50+ pages with large-context models (GPT-4 Turbo, Claude 3.5 Sonnet, Llama 3.1 70B and newer versions)\n- Beyond that, consider a RAG-based approach with a vector store\n\n---\n\n### Setup\n1. **Gmail** - Connect your Gmail OAuth2 account to the Receive Customer Emails, Mark Email as Read, and Send Reply to Customer nodes\n2. **OpenRouter** - Add your OpenRouter API key to the OpenRouter Model node\n3. **Google Sheets** - Connect your Google Sheets OAuth2 account to all sheet nodes; create a sheet with columns: Message ID, From, Subject, Body, Reply, Send\n4. In the **Draft AI Reply** node, update the system prompt with your own company documentation and business name\n5. In the **Filter Unwanted Emails** node, update the first condition to exclude your own email address\n6. Activate the workflow"},"typeVersion":1},{"id":"1e210314-18c0-4c9c-a03b-0e84dc06b34c","name":"Section - Email Intake","type":"n8n-nodes-base.stickyNote","position":[80,64],"parameters":{"color":5,"width":1380,"height":476,"content":"## ① Email Intake & AI Draft\nReceives incoming emails, filters noise, drafts AI replies, and logs everything to Google Sheets for review."},"typeVersion":1},{"id":"680b871c-35de-4191-b6e9-d5fb8168c947","name":"Section - Review and Send","type":"n8n-nodes-base.stickyNote","position":[96,624],"parameters":{"color":0,"width":1320,"height":268,"content":"## ② Review & Send Approved Replies\nChecks Google Sheets every minute for rows marked \"send\" and delivers the approved reply to the customer."},"typeVersion":1}],"active":false,"pinData":{},"settings":{"callerPolicy":"workflowsFromSameOwner","availableInMCP":false,"executionOrder":"v1"},"versionId":"b567fb26-b0d4-4ddb-8df2-dfeb1b4e3ae4","connections":{"Draft AI Reply":{"main":[[{"node":"Mark Email as Read","type":"main","index":0}]]},"OpenRouter Model":{"ai_languageModel":[[{"node":"Draft AI Reply","type":"ai_languageModel","index":0}]]},"Mark Email as Read":{"main":[[{"node":"Log to Google Sheets","type":"main","index":0}]]},"Get Approved Replies":{"main":[[{"node":"Is Approved to Send?","type":"main","index":0}]]},"Is Approved to Send?":{"main":[[{"node":"Send Reply to Customer","type":"main","index":0}],[]]},"Check Pending Replies":{"main":[[{"node":"Get Approved Replies","type":"main","index":0}]]},"Filter Unwanted Emails":{"main":[[{"node":"Draft AI Reply","type":"main","index":0}],[]]},"Send Reply to Customer":{"main":[[{"node":"Update Status to Replied","type":"main","index":0}]]},"Receive Customer Emails":{"main":[[{"node":"Filter Unwanted Emails","type":"main","index":0}]]}}},"lastUpdatedBy":1,"workflowInfo":{"nodeCount":14,"nodeTypes":{"n8n-nodes-base.if":{"count":2},"n8n-nodes-base.gmail":{"count":2},"n8n-nodes-base.stickyNote":{"count":3},"n8n-nodes-base.gmailTrigger":{"count":1},"n8n-nodes-base.googleSheets":{"count":3},"n8n-nodes-base.scheduleTrigger":{"count":1},"@n8n/n8n-nodes-langchain.chainLlm":{"count":1},"@n8n/n8n-nodes-langchain.lmChatOpenRouter":{"count":1}}},"status":"published","readyToDemo":null,"user":{"name":"George Dan","username":"georgedanp","bio":"AI engineer helping small businesses scale using AI marketing automation. 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