Automate customer support triage with GPT, Gmail, Slack & analytics dashboard

How it Works This workflow automatically monitors your Gmail support inbox every minute for new unread messages, instantly sending each email to OpenAI for intelligent analysis. The AI engine evaluates sentiment (Positive/Neutral/Negative/Critical), urgency level (Low/Medium/High/Critical), and categorizes requests into Technical, Billing, Feature Request, Bug Report, or General Inquiry, while extracting key issues and generating professional response templates.

The system calculates a priority score (0-110 points) by combining urgency weight (25 points per level) with sentiment impact (10 points per level), automatically flagging any Critical urgency or Critical sentiment tickets for immediate attention. Critical issues trigger instant Slack alerts with full context, suggested responses, and 30-minute SLA reminders, while routine tickets route to monitoring channels for standard processing.

Every ticket is logged to Airtable with complete analysis data and thread tracking, then simultaneously posted to a Google Sheets analytics dashboard for real-time metrics. A secondary AI pass generates strategic insights including trend identification, risk assessment, and actionable recommendations for the support team, storing these insights back in Airtable linked to the original ticket.

The entire process takes seconds from email arrival to team notification, eliminating manual triage and ensuring critical customer issues receive immediate attention while building a searchable knowledge base of support patterns.

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Who is this for? - Customer support teams drowning in high email volumes needing automated prioritization - SaaS companies tracking support metrics and response times for customer satisfaction - Startups with lean support teams requiring intelligent ticket routing and escalation - E-commerce businesses managing technical support, returns, and billing inquiries simultaneously - Support managers needing data-driven insights into customer pain points and support trends

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Setup Steps - Setup time: Approx. 20-30 minutes (OpenAI API, Gmail connection, database setup) - Requirements: - Gmail account with support email access - OpenAI API account with API key - Airtable account with workspace access - Google Sheets for analytics dashboard - Slack workspace with incoming webhooks