AI Customer Support Agent with OpenAI & Slack

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 →

{
  "name": "Customer Support AI Agent",
  "nodes": [
    {
      "parameters": {
        "httpMethod": "POST",
        "path": "support",
        "responseMode": "responseNode",
        "options": {}
      },
      "id": "b2c3d4e5-2222-4000-8000-000000000001",
      "name": "Webhook",
      "type": "n8n-nodes-base.webhook",
      "typeVersion": 2,
      "position": [
        250,
        300
      ]
    },
    {
      "parameters": {
        "resource": "chat",
        "operation": "message",
        "model": "gpt-4o",
        "messages": {
          "values": [
            {
              "role": "system",
              "content": "You are a customer support intent classifier. Classify the customer message into exactly one of these intents: billing, technical_support, account_management, product_inquiry, complaint, other. Respond with ONLY a JSON object: {\"intent\": \"<intent>\", \"confidence\": <0-1>, \"needs_human\": <boolean>}. Set needs_human to true if the message is angry, involves legal threats, or is about account security."
            },
            {
              "role": "user",
              "content": "={{ $json.body.message }}"
            }
          ]
        },
        "options": {
          "temperature": 0.1,
          "maxTokens": 256
        }
      },
      "id": "b2c3d4e5-2222-4000-8000-000000000002",
      "name": "Classify Intent",
      "type": "@n8n/n8n-nodes-langchain.openAi",
      "typeVersion": 1.6,
      "position": [
        500,
        300
      ],
      "credentials": {
        "openAiApi": {
          "name": "<your credential>"
        }
      }
    },
    {
      "parameters": {
        "dataType": "stringValue",
        "value1": "={{ JSON.parse($json.text).intent }}",
        "rules": {
          "rules": [
            {
              "value2": "billing",
              "operation": "equal",
              "output": 0
            },
            {
              "value2": "technical_support",
              "operation": "equal",
              "output": 1
            },
            {
              "value2": "account_management",
              "operation": "equal",
              "output": 2
            },
            {
              "value2": "product_inquiry",
              "operation": "equal",
              "output": 3
            },
            {
              "value2": "complaint",
              "operation": "equal",
              "output": 4
            }
          ],
          "fallbackOutput": 5
        },
        "options": {}
      },
      "id": "b2c3d4e5-2222-4000-8000-000000000003",
      "name": "Route by Intent",
      "type": "n8n-nodes-base.switch",
      "typeVersion": 3.2,
      "position": [
        750,
        300
      ]
    },
    {
      "parameters": {
        "resource": "chat",
        "operation": "message",
        "model": "gpt-4o",
        "messages": {
          "values": [
            {
              "role": "system",
              "content": "You are a friendly customer support agent. The customer's intent has been classified as: {{ JSON.parse($('Classify Intent').item.json.text).intent }}. Provide a helpful, empathetic, and accurate response. If you cannot resolve the issue, let the customer know a human agent will follow up. Keep responses under 200 words."
            },
            {
              "role": "user",
              "content": "={{ $('Webhook').item.json.body.message }}"
            }
          ]
        },
        "options": {
          "temperature": 0.5,
          "maxTokens": 512
        }
      },
      "id": "b2c3d4e5-2222-4000-8000-000000000004",
      "name": "Generate Response",
      "type": "@n8n/n8n-nodes-langchain.openAi",
      "typeVersion": 1.6,
      "position": [
        1000,
        300
      ],
      "credentials": {
        "openAiApi": {
          "name": "<your credential>"
        }
      }
    },
    {
      "parameters": {
        "conditions": {
          "options": {
            "caseSensitive": false,
            "leftValue": "",
            "typeValidation": "loose"
          },
          "conditions": [
            {
              "id": "needs-human",
              "leftValue": "={{ JSON.parse($('Classify Intent').item.json.text).needs_human }}",
              "rightValue": true,
              "operator": {
                "type": "boolean",
                "operation": "equals",
                "name": "filter.operator.equals"
              }
            }
          ],
          "combinator": "and"
        },
        "options": {}
      },
      "id": "b2c3d4e5-2222-4000-8000-000000000005",
      "name": "Needs Human?",
      "type": "n8n-nodes-base.if",
      "typeVersion": 2.1,
      "position": [
        1250,
        300
      ]
    },
    {
      "parameters": {
        "channel": "#support-escalations",
        "text": "=:rotating_light: *Escalation Required*\n\n*Customer Message:* {{ $('Webhook').item.json.body.message }}\n*Intent:* {{ JSON.parse($('Classify Intent').item.json.text).intent }}\n*AI Response Draft:* {{ $('Generate Response').item.json.text }}\n*Customer Email:* {{ $('Webhook').item.json.body.email || 'N/A' }}",
        "otherOptions": {}
      },
      "id": "b2c3d4e5-2222-4000-8000-000000000006",
      "name": "Slack Escalate",
      "type": "n8n-nodes-base.slack",
      "typeVersion": 2.2,
      "position": [
        1500,
        200
      ],
      "credentials": {
        "slackApi": {
          "name": "<your credential>"
        }
      }
    },
    {
      "parameters": {
        "options": {
          "responseCode": 200
        },
        "respondWith": "json",
        "responseBody": "={{ JSON.stringify({ response: $('Generate Response').item.json.text, intent: JSON.parse($('Classify Intent').item.json.text).intent, escalated: false }) }}"
      },
      "id": "b2c3d4e5-2222-4000-8000-000000000007",
      "name": "Respond Direct",
      "type": "n8n-nodes-base.respondToWebhook",
      "typeVersion": 1.1,
      "position": [
        1500,
        450
      ]
    },
    {
      "parameters": {
        "options": {
          "responseCode": 200
        },
        "respondWith": "json",
        "responseBody": "={{ JSON.stringify({ response: $('Generate Response').item.json.text, intent: JSON.parse($('Classify Intent').item.json.text).intent, escalated: true, message: 'A human agent will follow up shortly.' }) }}"
      },
      "id": "b2c3d4e5-2222-4000-8000-000000000008",
      "name": "Respond Escalated",
      "type": "n8n-nodes-base.respondToWebhook",
      "typeVersion": 1.1,
      "position": [
        1750,
        200
      ]
    }
  ],
  "connections": {
    "Webhook": {
      "main": [
        [
          {
            "node": "Classify Intent",
            "type": "main",
            "index": 0
          }
        ]
      ]
    },
    "Classify Intent": {
      "main": [
        [
          {
            "node": "Route by Intent",
            "type": "main",
            "index": 0
          }
        ]
      ]
    },
    "Route by Intent": {
      "main": [
        [
          {
            "node": "Generate Response",
            "type": "main",
            "index": 0
          }
        ],
        [
          {
            "node": "Generate Response",
            "type": "main",
            "index": 0
          }
        ],
        [
          {
            "node": "Generate Response",
            "type": "main",
            "index": 0
          }
        ],
        [
          {
            "node": "Generate Response",
            "type": "main",
            "index": 0
          }
        ],
        [
          {
            "node": "Generate Response",
            "type": "main",
            "index": 0
          }
        ],
        [
          {
            "node": "Generate Response",
            "type": "main",
            "index": 0
          }
        ]
      ]
    },
    "Generate Response": {
      "main": [
        [
          {
            "node": "Needs Human?",
            "type": "main",
            "index": 0
          }
        ]
      ]
    },
    "Needs Human?": {
      "main": [
        [
          {
            "node": "Slack Escalate",
            "type": "main",
            "index": 0
          }
        ],
        [
          {
            "node": "Respond Direct",
            "type": "main",
            "index": 0
          }
        ]
      ]
    },
    "Slack Escalate": {
      "main": [
        [
          {
            "node": "Respond Escalated",
            "type": "main",
            "index": 0
          }
        ]
      ]
    }
  },
  "settings": {
    "executionOrder": "v1"
  },
  "staticData": null
}

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.

• openAiApi

About this workflow

Customer Support AI Agent. Uses agent, lmChatOpenAi, mcpClientTool, memoryBufferWindow. Webhook trigger; 5 nodes.

Source: https://github.com/Trusera/ai-bom/blob/main/examples/demo-project/workflows/customer-support-agent.json — original creator credit. Request a take-down →

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