Automated Customer Inbox AI Triage

A webhook receives every incoming customer email, a Code node validates and dedupes the message, then a Gemini AI Agent classifies it (Billing, Access, Scheduling, Technical Support, Refund Request, or General Question) with a confidence score and a draft reply. An If node routes anything low-confidence, refund-related, or flagged for human review to Google Sheets and Slack — the rest pass through untouched.

Pipeline

Webhook Trigger→

Validate & Dedupe (Code)→

AI Triage Agent (Gemini)→

Parse Triage JSON→

Confidence & Category Check (If)→

Log to Google Sheets→

Slack Alert

Sample payload

{
  "message_id": "msg_8f3k2a",
  "sender": "maria@example.com",
  "subject": "Refund for duplicate charge",
  "Category": "Refund Request",
  "Confidence": 95,
  "Human Review Needed": true,
  "Draft Response": "Hi Maria, thanks for flagging this — we are processing your refund..."
}