Classify Intercom Messages & Route to Clickup or Slack with Gpt-4o-mini

The workflow JSON

Copy or download the full n8n JSON below. Paste it into a new n8n workflow, add your credentials, activate. Full import guide →

{
  "meta": {
    "templateCredsSetupCompleted": true
  },
  "nodes": [
    {
      "id": "c9ffdea8-c384-4ec1-ba34-f228c1ec6694",
      "name": "\ud83d\udce8 Intercom Webhook",
      "type": "n8n-nodes-base.webhook",
      "position": [
        -1160,
        160
      ],
      "parameters": {
        "path": "your-webhook-path-here",
        "options": {},
        "httpMethod": "POST"
      },
      "typeVersion": 1
    },
    {
      "id": "74f38000-b249-404d-b430-7d864652d00f",
      "name": "\ud83e\udde0 Classifier \u2013 AI prompt",
      "type": "@n8n/n8n-nodes-langchain.agent",
      "position": [
        -920,
        160
      ],
      "parameters": {
        "text": "You are an AI assistant designed to analyze customer conversations from Intercom. Your task is to classify each conversation into structured fields for workflow automation.\n\nConversation: {{ $json[\"data\"][\"item\"] }}\n\nBased on the provided conversation JSON, respond ONLY with a valid JSON object in the following format:\n\n{\n  \"category\": \"<Support | Product | Sales | Other>\",\n  \"sentiment\": \"<Positive | Neutral | Negative>\",\n  \"urgency\": \"<High | Medium | Low>\",\n  \"reasoning\": \"<Brief explanation of how you classified it>\",\n  \"tags\": [\"tag1\", \"tag2\"]\n}\n\nGuidelines:\n- \"category\": Determine the main topic. Use:\n  - \"Support\" for help requests, bugs, technical issues, etc.\n  - \"Product\" for feature requests, feedback, or UX issues.\n  - \"Sales\" for pricing, demo, onboarding, or enterprise inquiries.\n  - \"Other\" if it doesn't fit above.\n- \"sentiment\": Analyze customer tone. Choose Positive, Neutral, or Negative.\n- \"urgency\": \n  - High = frustrated users, urgent bug, blocked access.\n  - Medium = requesting help soon, moderately concerned.\n  - Low = casual inquiry, general feedback.\n- \"reasoning\": Explain how you decided on the classification.\n- \"tags\": Suggest 2\u20134 keywords as tags based on context (e.g., \"billing\", \"login\", \"onboarding\").\n\nOnly output valid JSON. Do NOT include explanations or extra text outside the JSON.",
        "options": {},
        "promptType": "define"
      },
      "typeVersion": 2
    },
    {
      "id": "68ee4343-685a-4f13-b0a7-c57c271dafb0",
      "name": "GPT model (gpt-4o-mini)",
      "type": "@n8n/n8n-nodes-langchain.lmChatOpenAi",
      "position": [
        -832,
        380
      ],
      "parameters": {
        "model": {
          "__rl": true,
          "mode": "list",
          "value": "gpt-4o-mini"
        },
        "options": {}
      },
      "credentials": {
        "openAiApi": {
          "name": "<your credential>"
        }
      },
      "typeVersion": 1.2
    },
    {
      "id": "146ebc31-9ffa-4ade-954a-51bd561236ea",
      "name": "\ud83e\uddee Process Classification",
      "type": "n8n-nodes-base.code",
      "position": [
        -544,
        160
      ],
      "parameters": {
        "jsCode": "// Parse the OpenAI response and structure the data\nconst aiResponse = $input.first().json.choices[0].message.content;\n\ntry {\n  const classification = JSON.parse(aiResponse);\n  \n  // Extract original conversation data\n  const conversationData = $('\ud83d\udce8 Intercom Webhook').first().json.data.item;\n  \n  return {\n    json: {\n      // Classification results\n      category: classification.category,\n      sentiment: classification.sentiment,\n      urgency: classification.urgency,\n      reasoning: classification.reasoning,\n      tags: classification.tags || [],\n      \n      // Original conversation data\n      conversation_id: conversationData.id,\n      subject: conversationData.conversation_parts.conversation_parts[0].subject || 'No Subject',\n      message: conversationData.conversation_parts.conversation_parts[0].body,\n      customer_name: conversationData.user.name,\n      customer_email: conversationData.user.email,\n      created_at: conversationData.created_at,\n      \n      // Formatted data for tasks\n      task_title: `[${classification.category.toUpperCase()}] ${conversationData.conversation_parts.conversation_parts[0].subject || 'Support Request'}`,\n      task_description: `**Customer:** ${conversationData.user.name} (${conversationData.user.email})\\n\\n**Original Message:**\\n${conversationData.conversation_parts.conversation_parts[0].body}\\n\\n**AI Classification:**\\n- Category: ${classification.category}\\n- Sentiment: ${classification.sentiment}\\n- Urgency: ${classification.urgency}\\n- Reasoning: ${classification.reasoning}\\n\\n**Conversation ID:** ${conversationData.id}`\n    }\n  };\n} catch (error) {\n  throw new Error(`Failed to parse AI response: ${error.message}`);\n}"
      },
      "typeVersion": 2
    },
    {
      "id": "9ef8a0da-aae3-4c64-96cb-24ef077b389f",
      "name": "\ud83d\udee0\ufe0f Is Support Request?",
      "type": "n8n-nodes-base.if",
      "position": [
        -324,
        -40
      ],
      "parameters": {
        "options": {},
        "conditions": {
          "options": {
            "version": 1,
            "leftValue": "",
            "caseSensitive": true,
            "typeValidation": "strict"
          },
          "combinator": "and",
          "conditions": [
            {
              "id": "support_condition",
              "operator": {
                "type": "string",
                "operation": "equals"
              },
              "leftValue": "={{ $json.category }}",
              "rightValue": "Support"
            }
          ]
        }
      },
      "typeVersion": 2
    },
    {
      "id": "5f505600-5d12-4e51-8799-823951346b3b",
      "name": "\ud83d\udce6 Is Product Request?",
      "type": "n8n-nodes-base.if",
      "position": [
        -324,
        160
      ],
      "parameters": {
        "options": {},
        "conditions": {
          "options": {
            "version": 1,
            "leftValue": "",
            "caseSensitive": true,
            "typeValidation": "strict"
          },
          "combinator": "and",
          "conditions": [
            {
              "id": "product_condition",
              "operator": {
                "type": "string",
                "operation": "equals"
              },
              "leftValue": "={{ $json.category }}",
              "rightValue": "Product"
            }
          ]
        }
      },
      "typeVersion": 2
    },
    {
      "id": "9565f5e6-d9ba-428d-a737-bce1eb24ebc9",
      "name": "\ud83d\udcbc Is Sales Request?",
      "type": "n8n-nodes-base.if",
      "position": [
        -324,
        360
      ],
      "parameters": {
        "options": {},
        "conditions": {
          "options": {
            "version": 1,
            "leftValue": "",
            "caseSensitive": true,
            "typeValidation": "strict"
          },
          "combinator": "and",
          "conditions": [
            {
              "id": "sales_condition",
              "operator": {
                "type": "string",
                "operation": "equals"
              },
              "leftValue": "={{ $json.category }}",
              "rightValue": "Sales"
            }
          ]
        }
      },
      "typeVersion": 2
    },
    {
      "id": "a96be2e2-1e56-4ac6-a7e0-3815748277d0",
      "name": "\ud83e\uddfe Create Support Task",
      "type": "n8n-nodes-base.clickUp",
      "position": [
        -104,
        -40
      ],
      "parameters": {
        "list": "YOUR_CLICKUP_LIST_ID",
        "name": "={{ $json.task_title }}",
        "team": "YOUR_CLICKUP_TEAM_ID",
        "space": "YOUR_CLICKUP_SPACE_NAME",
        "folder": "YOUR_CLICKUP_FOLDER_NAME",
        "authentication": "oAuth2",
        "additionalFields": {
          "tags": "={{ $json.tags.join(', ') }}",
          "status": "YOUR_STATUS_NAME",
          "priority": "={{ $json.urgency }}",
          "assignees": "YOUR_ASSIGNEE_ID"
        }
      },
      "credentials": {
        "clickUpOAuth2Api": {
          "name": "<your credential>"
        }
      },
      "typeVersion": 1
    },
    {
      "id": "257d17bf-5f65-43d9-a4c5-09cdf06c4e17",
      "name": "\ud83d\udecd\ufe0f Create Product Task",
      "type": "n8n-nodes-base.clickUp",
      "position": [
        -104,
        160
      ],
      "parameters": {
        "list": "YOUR_CLICKUP_LIST_ID",
        "name": "={{ $json.task_title }}",
        "team": "YOUR_CLICKUP_TEAM_ID",
        "space": "YOUR_CLICKUP_SPACE_NAME",
        "folder": "YOUR_CLICKUP_FOLDER_NAME",
        "authentication": "oAuth2",
        "additionalFields": {
          "tags": "={{ $json.tags.join(', ') }}",
          "status": "YOUR_STATUS_NAME",
          "priority": "={{ $json.urgency }}",
          "assignees": "YOUR_ASSIGNEE_ID"
        }
      },
      "credentials": {
        "clickUpOAuth2Api": {
          "name": "<your credential>"
        }
      },
      "typeVersion": 1
    },
    {
      "id": "6ba00f81-e6af-45b5-86ba-875fec8e30b1",
      "name": "\ud83d\udce3 Slack \u2013 Notify Sales team",
      "type": "n8n-nodes-base.slack",
      "position": [
        -104,
        360
      ],
      "parameters": {
        "text": "\ud83d\udea8 New Sales Inquiry Alert!\n\n**Customer:** {{ $json.customer_name }} ({{ $json.customer_email }})\n**Subject:** {{ $json.subject }}\n**Sentiment:** {{ $json.sentiment }}\n**Urgency:** {{ $json.urgency }}\n\n**Message:**\n{{ $json.message }}\n\n**AI Reasoning:** {{ $json.reasoning }}\n\n**Conversation ID:** {{ $json.conversation_id }}",
        "select": "channel",
        "channelId": {
          "__rl": true,
          "mode": "id",
          "value": "YOUR_SLACK_CHANNEL_ID"
        },
        "otherOptions": {}
      },
      "credentials": {
        "slackApi": {
          "name": "<your credential>"
        }
      },
      "typeVersion": 2.3
    },
    {
      "id": "96a7c0c2-5b4c-4f13-aa55-d93de00e9401",
      "name": "Sticky Note",
      "type": "n8n-nodes-base.stickyNote",
      "position": [
        -1300,
        -180
      ],
      "parameters": {
        "color": 4,
        "width": 320,
        "height": 720,
        "content": "## \ud83d\udce8 1. Webhook Intake\n\nPurpose:\n\n*Receives incoming conversation data from Intercom via a webhook (triggered on new messages).\n\nInput:\n\nFull conversation JSON\nCustomer name, email, and message content*"
      },
      "typeVersion": 1
    },
    {
      "id": "4153b386-0f82-4da0-9d76-c52824ced79e",
      "name": "Sticky Note1",
      "type": "n8n-nodes-base.stickyNote",
      "position": [
        -960,
        -240
      ],
      "parameters": {
        "color": 6,
        "width": 540,
        "height": 780,
        "content": "## \ud83e\udd16 2. AI Classification Engine\n\nHow it works:\n\n*The conversation is sent to an AI model with a prompt to classify it.\n\nAI responds with a structured JSON containing:\ncategory: Support | Product | Sales | Other\nsentiment: Positive | Neutral | Negative\nurgency: High | Medium | Low\nreasoning: Explanation for classification\ntags: Relevant keywords\n\nA code node parses this AI output and merges it with user + conversation details to prepare for task creation or routing.*"
      },
      "typeVersion": 1
    },
    {
      "id": "65b8eff5-9782-403a-b01e-8f72f698ad1e",
      "name": "Sticky Note2",
      "type": "n8n-nodes-base.stickyNote",
      "position": [
        -400,
        -300
      ],
      "parameters": {
        "color": 5,
        "height": 840,
        "content": "## \ud83d\udd00 3. Conditional Routing\n\nLogic:\n\n*Each path checks the category returned by the AI.\n\nBased on category, it routes the conversation to the appropriate action.*"
      },
      "typeVersion": 1
    },
    {
      "id": "415d9545-aa7b-405b-9aa4-50a02e938602",
      "name": "Sticky Note3",
      "type": "n8n-nodes-base.stickyNote",
      "position": [
        -140,
        -400
      ],
      "parameters": {
        "color": 3,
        "width": 260,
        "height": 940,
        "content": "## \ud83d\udccc 4. Action Handling \ud83e\uddfe \n\n**\ud83e\uddfeSupport:**\n\nCreates a ClickUp task with title, description, priority, and tags.\n\n**\ud83d\udce6 Product:**\nSame as Support \u2013 task created in ClickUp with relevant details.\n\n**\ud83d\udce3 Sales:**\nSends a Slack message to the Sales team with AI's reasoning."
      },
      "typeVersion": 1
    }
  ],
  "connections": {
    "\ud83d\udce8 Intercom Webhook": {
      "main": [
        [
          {
            "node": "\ud83e\udde0 Classifier \u2013 AI prompt",
            "type": "main",
            "index": 0
          }
        ]
      ]
    },
    "\ud83d\udcbc Is Sales Request?": {
      "main": [
        [
          {
            "node": "\ud83d\udce3 Slack \u2013 Notify Sales team",
            "type": "main",
            "index": 0
          }
        ]
      ]
    },
    "GPT model (gpt-4o-mini)": {
      "ai_languageModel": [
        [
          {
            "node": "\ud83e\udde0 Classifier \u2013 AI prompt",
            "type": "ai_languageModel",
            "index": 0
          }
        ]
      ]
    },
    "\ud83d\udce6 Is Product Request?": {
      "main": [
        [
          {
            "node": "\ud83d\udecd\ufe0f Create Product Task",
            "type": "main",
            "index": 0
          }
        ]
      ]
    },
    "\ud83e\uddfe Create Support Task": {
      "main": [
        []
      ]
    },
    "\ud83d\udee0\ufe0f Is Support Request?": {
      "main": [
        [
          {
            "node": "\ud83e\uddfe Create Support Task",
            "type": "main",
            "index": 0
          }
        ]
      ]
    },
    "\ud83e\uddee Process Classification": {
      "main": [
        [
          {
            "node": "\ud83d\udee0\ufe0f Is Support Request?",
            "type": "main",
            "index": 0
          },
          {
            "node": "\ud83d\udce6 Is Product Request?",
            "type": "main",
            "index": 0
          },
          {
            "node": "\ud83d\udcbc Is Sales Request?",
            "type": "main",
            "index": 0
          }
        ]
      ]
    },
    "\ud83e\udde0 Classifier \u2013 AI prompt": {
      "main": [
        [
          {
            "node": "\ud83e\uddee Process Classification",
            "type": "main",
            "index": 0
          }
        ]
      ]
    }
  }
}

Credentials you'll need

Each integration node will prompt for credentials when you import. We strip credential IDs before publishing — you'll add your own.

• clickUpOAuth2Api
• openAiApi
• slackApi

About this workflow

This workflow automates the classification and routing of incoming Intercom conversations. When a new customer message arrives, it is analyzed by AI to determine category, sentiment, urgency, and tags. Based on this classification, the workflow creates tasks in ClickUp for…

Source: https://n8n.io/workflows/7933/ — original creator credit. Request a take-down →

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