Overview
Customer emails flood in with mixed inquiries, wasting time in manual sorting and risking delayed responses. This automation uses AI to classify messages into five categories, routes them instantly to the right department via templated emails, and logs every interaction in Google Sheets for audit and analytics.
The Impact
- Slash response times. Automated routing accelerates customer follow-up without human delay.
- Cut sorting costs. Eliminates manual classification, freeing staff for higher-value tasks.
- Enforce traceability. Logs all contacts in Google Sheets for audit and SLA tracking.
- Standardize communication. Sends consistent templated emails to appropriate teams.
Who This Is For
- Customer Service Managers handling high volumes of mixed inquiry emails.
- Sales Teams needing rapid lead qualification and quote routing.
- Product/QA Teams tracking product issues and bug reports.
- Operations & Risk Teams requiring audit-ready logs of customer contacts.
How It Works
- Classify Messages
- Use the "Classify Contact Message" LLM node to categorize incoming customer messages into Request Quote, Product info, General problem, Order, or other.
- Parse and Route
- Parse the LLM’s JSON output and route the message to the matching email-sending branch using conditional logic.
- Send Templated Emails
- Dispatch standardized emails to the designated department emails with customer details and inquiry content.
- Log Interactions
- Format and append each processed message record to a Google Sheet for audit and reporting.
- Aggregate & Confirm
- Aggregate log results and return a user-friendly confirmation with routing and logging status.
What You'll Need
Before using this template, make sure you have:
- A Google Sheet with headers: Timestamp (UTC), Name, Email, Category, Message, RoutedToEmail.Gmail account credentials authorized for sending notification emails.Google Sheets OAuth2 credentials to append rows to the log sheet.
How to Use
- Step 1. Prepare your Google Sheet
- Step 2. Configure Credentials
- Step 3. Fill Parameters
- Step 4. Run the Workflow
- Step 5. Verify Execution
Designate or create a Google Sheet with the specified headers for logging.
Set up Gmail and Google Sheets OAuth2 credentials for email sending and logging.
Input customer data and department emails including Name, Email, Message, ProductType (optional), and routing emails.
Trigger the workflow to classify, route, email, and log the customer message automatically.
Check the routed department’s inbox and confirm the log entry in Google Sheets for accuracy.
