Triage customer support emails and draft Gmail replies with IONOS AI Model Hub

AI Customer Support Triage — Auto-Draft Replies with IONOS AI Model Hub

This n8n template shows you how to automate customer support email triage with a sovereign AI. By combining Gmail for inbox monitoring and the IONOS AI Model Hub, every customer email is classified and replied to by AI.

Use cases

- Support inbox management: Automatically sort incoming emails into Spam, Sales Lead, Tech Support, FAQ, Billing, or Other — so your team knows exactly what needs attention and in what order. - Draft replies in seconds: Instead of writing responses from scratch, your agent opens Gmail Drafts to find a ready-to-send reply already written in the customer's language — just review and hit Send. - Multi-inbox coverage: Monitor both your info@ and support@ addresses or more in a single workflow, with a filter that ensures only legitimate business emails reach the AI.

How it works

A Gmail Trigger polls your inbox every minute for new unread messages. A Filter node immediately discards anything not addressed to your support@ or info@ address, so irrelevant mail never reaches the AI.

The Prepare Email Data code node strips HTML, removes quoted reply chains, and extracts the clean fields — sender, subject, date, recipient, and body — with no prompt logic mixed in.

The Basic LLM Chain node then takes over: it sends the cleaned email to the IONOS AI Model Hub (Mistral Small 24B) with a structured prompt that instructs the model to return a single JSON object containing the category, priority, sentiment, detected language, a one-sentence summary, and a full draft reply written in the same language as the customer's email.