Automated Customer Support with GPT-4o-mini AI Triage for Google Forms & Gmail

Transform your Google Form into an intelligent customer support system that automatically analyzes, prioritizes, and responds to every inquiry with AI-powered personalization.

Who's it for

This workflow is perfect for:

Customer support teams** handling high volumes of form submissions Small businesses** looking to provide instant, professional responses 24/7 E-commerce stores** managing product inquiries, complaints, and refunds Service providers** triaging appointment requests and support tickets Event organizers** responding to registration questions

How it works

When someone submits your Google Form, this workflow:

Triggers instantly** from new Google Sheets row Analyzes with AI** to determine urgency (low/medium/high), category (technical/sales/support/billing), and sentiment (positive/neutral/negative) Routes intelligently** based on priority level to appropriate response template Generates personalized reply** using OpenAI, tailored to urgency and sentiment Sends auto-reply** via Gmail with professional formatting Alerts your team** on Slack for high-priority cases requiring human follow-up Logs everything** to tracking sheet for analytics and audit trail

Set up steps

Time to set up: approximately 15-20 minutes

Prerequisites

Google Form connected to Google Sheets OpenAI API key (get one at platform.openai.com) Gmail account for sending emails Slack workspace (optional, for team alerts)

Configuration steps

Connect Google Sheets Trigger to your form response sheet Update column names in "Map Form Column Names" node (default: Name, Email Address, Inquiry) Add OpenAI credentials - uses GPT-4o-mini for cost efficiency (approximately $0.001 per inquiry) Connect Gmail via OAuth2 for sending auto-replies Create tracking sheet with columns: timestamp, name, email, urgency, category, sentiment, summary, keywords, subject, inquiry (Optional) Connect Slack for high-priority notifications Test with sample data before activating

Requirements

Google Form (free) Google Sheets (free) OpenAI API account (approximately $0.001-0.002 per inquiry with GPT-4o-mini) Gmail account (free) Slack workspace (optional, free tier available) n8n Cloud or self-hosted instance

How to customize

Adjust triage criteria:

Edit the "Analyze with AI Triage" prompt to define what qualifies as high/medium/low urgency for your business. Add custom categories beyond the default five (technical/sales/support/billing/general).

Modify response templates:

Customize the three response generation nodes to match your brand voice. Add company-specific information, policies, or FAQ links. Adjust tone from formal to casual based on your audience.

Add advanced features:

Insert CRM integration to check customer history before responding Add condition nodes to route specific categories to different team members Include file attachments (brochures, manuals) based on inquiry type Implement follow-up sequences with Wait nodes Connect multiple notification channels (Discord, email, SMS)

Multi-language support:

The AI automatically detects and responds in the inquiry's language. Customize prompts with language-specific instructions if needed.

Use cases

Product support:** Auto-respond to "how to use" questions with relevant documentation Complaint management:** Immediately acknowledge issues and alert team for urgent follow-up Lead qualification:** Instantly engage sales inquiries while routing to appropriate sales rep Appointment requests:** Confirm booking inquiries and provide next steps Feedback collection:** Thank customers and categorize feedback for analysis