This workflow follows the Agent → Gmail recipe pattern — see all workflows that pair these two integrations.
The workflow JSON
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{
"name": "Department Resolution Follow-Up - Portfolio",
"nodes": [
{
"parameters": {
"httpMethod": "POST",
"path": "freshdesk-resolution",
"options": {}
},
"type": "n8n-nodes-base.webhook",
"typeVersion": 2.1,
"position": [
-288,
-272
],
"id": "a45d9907-6857-443e-bd63-fd2546a9814a",
"name": "Receive Freshdesk Resolution"
},
{
"parameters": {
"assignments": {
"assignments": [
{
"id": "c9708c89-1d96-4779-b2ed-458677fb47c0",
"name": "ticket_id ",
"value": "={{ $json.ticket_id }}",
"type": "string"
},
{
"id": "cadbbff8-e397-448d-8d2a-8134f7532f9e",
"name": "issue_id ",
"value": "={{ $json.issue_id }}",
"type": "string"
},
{
"id": "c768306b-49d8-4c1d-be14-20ddc07a1e18",
"name": "conversation_id ",
"value": "={{ $json.conversation_id }}",
"type": "string"
},
{
"id": "faeb75be-73ff-486e-89f3-7652d6bdd728",
"name": "conversation_internal_id ",
"value": "={{ $json.conversation_internal_id }}",
"type": "string"
},
{
"id": "8b7374e8-31cd-4a6f-bd32-0936269858aa",
"name": "issue_description ",
"value": "={{ $json.issue_description }}",
"type": "string"
},
{
"id": "08194ebe-5507-4aa7-b2e7-8e45d3ddb50e",
"name": "ticket_type ",
"value": "={{ $json[\"ticket_type\\n\"] }}",
"type": "string"
},
{
"id": "049d0ad3-23ac-41bd-97d0-dce5910c4a86",
"name": "resolution_note ",
"value": "={{ $('Receive Freshdesk Resolution').item.json.body.resolution_note }}",
"type": "string"
}
]
},
"options": {}
},
"type": "n8n-nodes-base.set",
"typeVersion": 3.4,
"position": [
912,
-848
],
"id": "38ee27d9-7b13-4fa0-a8b8-1d25c40eb9bf",
"name": "Prepare Resolution for AI"
},
{
"parameters": {
"promptType": "define",
"text": "=\u0646\u0648\u0639 \u0627\u0644\u062a\u0630\u0643\u0631\u0629:\n{{ $json['ticket_type '] }}\n\u0648\u0635\u0641 \u0637\u0644\u0628/\u0645\u0634\u0643\u0644\u0629 \u0627\u0644\u0639\u0645\u064a\u0644:\n{{ $json['issue_description '] }}\n\u0631\u062f \u0627\u0644\u0642\u0633\u0645 \u0627\u0644\u0645\u062e\u062a\u0635:\n{{ $json['resolution_note '] }}",
"options": {
"systemMessage": "You are a customer-facing resolution assistant for a demo customer service system.\n\nYou receive:\n- ticket_type\n- issue_description\n- resolution_note\n\nYour job:\n1. Understand the customer's original issue.\n2. Understand the approved internal resolution.\n3. Convert the internal resolution into a short, clear customer-facing message.\n4. Ask for the next required customer action only when necessary.\n5. Never expose internal notes, ticketing systems, workflows, credentials, or private data.\n6. Never invent compensation, dates, promises, or actions that were not approved.\n\nUse concise, professional customer-service language.\n\nReturn ONLY the message that should be sent to the customer.\n"
}
},
"type": "@n8n/n8n-nodes-langchain.agent",
"typeVersion": 3.1,
"position": [
1088,
-848
],
"id": "e7c698fa-264c-405f-9de2-05b0ae72f228",
"name": "Rewrite Resolution for Customer"
},
{
"parameters": {
"model": {
"__rl": true,
"value": "gpt-5-nano",
"mode": "list",
"cachedResultName": "gpt-5-nano"
},
"builtInTools": {},
"options": {}
},
"type": "@n8n/n8n-nodes-langchain.lmChatOpenAi",
"typeVersion": 1.3,
"position": [
1008,
-656
],
"id": "85950597-d5cf-42a8-b262-01e34cdd86ca",
"name": "OpenAI Chat Model",
"credentials": {
"openAiApi": {
"name": "<your credential>"
}
}
},
{
"parameters": {
"method": "POST",
"url": "=https://YOUR_FRESHCHAT_DOMAIN.freshchat.com/v2/conversations/{{ $('Prepare Resolution for AI').item.json['conversation_id '] }}/messages",
"sendHeaders": true,
"headerParameters": {
"parameters": [
{
"name": "Authorization",
"value": "Bearer YOUR_FRESHCHAT_API_TOKEN"
},
{
"name": "Content-Type",
"value": "application/json"
},
{
"name": "Accept",
"value": "application/json"
},
{
"name": "ASSUME-IDENTITY",
"value": "false"
}
]
},
"sendBody": true,
"specifyBody": "json",
"jsonBody": "={\n \"message_parts\": [\n {\n \"text\": {\n \"content\": {{ JSON.stringify($('Rewrite Resolution for Customer').item.json.output) }}\n }\n }\n ],\n \"message_type\": \"normal\",\n \"actor_type\": \"bot\"\n}",
"options": {}
},
"type": "n8n-nodes-base.httpRequest",
"typeVersion": 4.4,
"position": [
2128,
-1072
],
"id": "42021b43-2816-45da-8a65-10953b3a8e0c",
"name": "Send Resolution to Customer"
},
{
"parameters": {
"operation": "appendOrUpdate",
"documentId": {
"__rl": true,
"value": "YOUR_GOOGLE_SHEET_ID",
"mode": "list",
"cachedResultName": "Customer Service State Store",
"cachedResultUrl": "https://docs.google.com/spreadsheets/d/YOUR_GOOGLE_SHEET_ID/edit"
},
"sheetName": {
"__rl": true,
"value": "YOUR_SHEET_GID",
"mode": "list",
"cachedResultName": "Issue State",
"cachedResultUrl": "https://docs.google.com/spreadsheets/d/YOUR_GOOGLE_SHEET_ID/edit#gid=YOUR_SHEET_GID"
},
"columns": {
"mappingMode": "defineBelow",
"value": {
"issue_id": "={{ $('Prepare Resolution for AI').item.json['issue_id '] }}",
"status": "=awaiting_customer_reply",
"is_active": "={{ true }}",
"updated_at": "={{ $now.setZone('Asia/Riyadh').toFormat('yyyy-MM-dd HH:mm:ss') }}",
"resolution_message_sent": "={{ $('Rewrite Resolution for Customer').item.json.output }}",
"department_resolution": "={{ $('Prepare Resolution for AI').item.json['resolution_note '] }}"
},
"matchingColumns": [
"issue_id"
],
"schema": [
{
"id": "issue_id",
"displayName": "issue_id",
"required": false,
"defaultMatch": false,
"display": true,
"type": "string",
"canBeUsedToMatch": true,
"removed": false
},
{
"id": "conversation_id",
"displayName": "conversation_id",
"required": false,
"defaultMatch": false,
"display": true,
"type": "string",
"canBeUsedToMatch": true,
"removed": true
},
{
"id": "conversation_internal_id",
"displayName": "conversation_internal_id",
"required": false,
"defaultMatch": false,
"display": true,
"type": "string",
"canBeUsedToMatch": true,
"removed": true
},
{
"id": "user_id",
"displayName": "user_id",
"required": false,
"defaultMatch": false,
"display": true,
"type": "string",
"canBeUsedToMatch": true,
"removed": true
},
{
"id": "customer_phone",
"displayName": "customer_phone",
"required": false,
"defaultMatch": false,
"display": true,
"type": "string",
"canBeUsedToMatch": true,
"removed": true
},
{
"id": "order_number",
"displayName": "order_number",
"required": false,
"defaultMatch": false,
"display": true,
"type": "string",
"canBeUsedToMatch": true,
"removed": true
},
{
"id": "order_phone",
"displayName": "order_phone",
"required": false,
"defaultMatch": false,
"display": true,
"type": "string",
"canBeUsedToMatch": true,
"removed": true
},
{
"id": "issue_description",
"displayName": "issue_description",
"required": false,
"defaultMatch": false,
"display": true,
"type": "string",
"canBeUsedToMatch": true,
"removed": true
},
{
"id": "image_urls",
"displayName": "image_urls",
"required": false,
"defaultMatch": false,
"display": true,
"type": "string",
"canBeUsedToMatch": true,
"removed": true
},
{
"id": "status",
"displayName": "status",
"required": false,
"defaultMatch": false,
"display": true,
"type": "string",
"canBeUsedToMatch": true
},
{
"id": "is_active",
"displayName": "is_active",
"required": false,
"defaultMatch": false,
"display": true,
"type": "string",
"canBeUsedToMatch": true
},
{
"id": "ticket_id",
"displayName": "ticket_id",
"required": false,
"defaultMatch": false,
"display": true,
"type": "string",
"canBeUsedToMatch": true,
"removed": true
},
{
"id": "created_at",
"displayName": "created_at",
"required": false,
"defaultMatch": false,
"display": true,
"type": "string",
"canBeUsedToMatch": true,
"removed": true
},
{
"id": "updated_at",
"displayName": "updated_at",
"required": false,
"defaultMatch": false,
"display": true,
"type": "string",
"canBeUsedToMatch": true
},
{
"id": "ticket_type\n",
"displayName": "ticket_type\n",
"required": false,
"defaultMatch": false,
"display": true,
"type": "string",
"canBeUsedToMatch": true,
"removed": true
},
{
"id": "level_1\n",
"displayName": "level_1\n",
"required": false,
"defaultMatch": false,
"display": true,
"type": "string",
"canBeUsedToMatch": true,
"removed": true
},
{
"id": "level_2\n",
"displayName": "level_2\n",
"required": false,
"defaultMatch": false,
"display": true,
"type": "string",
"canBeUsedToMatch": true,
"removed": true
},
{
"id": "level_3\n",
"displayName": "level_3\n",
"required": false,
"defaultMatch": false,
"display": true,
"type": "string",
"canBeUsedToMatch": true,
"removed": true
},
{
"id": "department_resolution",
"displayName": "department_resolution",
"required": false,
"defaultMatch": false,
"display": true,
"type": "string",
"canBeUsedToMatch": true,
"removed": false
},
{
"id": "resolution_message_sent",
"displayName": "resolution_message_sent",
"required": false,
"defaultMatch": false,
"display": true,
"type": "string",
"canBeUsedToMatch": true,
"removed": false
},
{
"id": "is_final_resolution",
"displayName": "is_final_resolution",
"required": false,
"defaultMatch": false,
"display": true,
"type": "string",
"canBeUsedToMatch": true,
"removed": true
}
],
"attemptToConvertTypes": false,
"convertFieldsToString": false
},
"options": {}
},
"type": "n8n-nodes-base.googleSheets",
"typeVersion": 4.7,
"position": [
2320,
-1072
],
"id": "d7b85c19-c8ff-486b-8e54-1a956fbfd93d",
"name": "Mark Issue Awaiting Customer Reply",
"retryOnFail": true,
"credentials": {
"googleSheetsOAuth2Api": {
"name": "<your credential>"
}
}
},
{
"parameters": {
"rules": {
"values": [
{
"conditions": {
"options": {
"caseSensitive": true,
"leftValue": "",
"typeValidation": "strict",
"version": 3
},
"conditions": [
{
"leftValue": "={{ $json.body.ticket_status }}",
"rightValue": "=Resolved",
"operator": {
"type": "string",
"operation": "equals"
},
"id": "ac970532-8940-4b5a-85c9-9beae5b7a2e5"
}
],
"combinator": "and"
},
"renameOutput": true,
"outputKey": "Resolved"
},
{
"conditions": {
"options": {
"caseSensitive": true,
"leftValue": "",
"typeValidation": "strict",
"version": 3
},
"conditions": [
{
"id": "1fee1fef-c363-44d1-913e-313c8a23d961",
"leftValue": "={{ $json.body.ticket_status }}",
"rightValue": "Closed",
"operator": {
"type": "string",
"operation": "equals",
"name": "filter.operator.equals"
}
}
],
"combinator": "and"
},
"renameOutput": true,
"outputKey": "Closed"
}
]
},
"options": {}
},
"type": "n8n-nodes-base.switch",
"typeVersion": 3.4,
"position": [
-48,
-272
],
"id": "c42ee073-7e09-451e-a1ce-14acb2af70ee",
"name": "Route Freshdesk Ticket Status"
},
{
"parameters": {
"operation": "update",
"documentId": {
"__rl": true,
"value": "YOUR_GOOGLE_SHEET_ID",
"mode": "list",
"cachedResultName": "Customer Service State Store",
"cachedResultUrl": "https://docs.google.com/spreadsheets/d/YOUR_GOOGLE_SHEET_ID/edit"
},
"sheetName": {
"__rl": true,
"value": "YOUR_SHEET_GID",
"mode": "list",
"cachedResultName": "Issue State",
"cachedResultUrl": "https://docs.google.com/spreadsheets/d/YOUR_GOOGLE_SHEET_ID/edit#gid=YOUR_SHEET_GID"
},
"columns": {
"mappingMode": "defineBelow",
"value": {
"ticket_id": "={{ $json.body.ticket_id }}",
"status": "resolved",
"is_active": "false",
"updated_at": "={{ $now.setZone('Asia/Riyadh').toFormat('yyyy-MM-dd HH:mm:ss') }}"
},
"matchingColumns": [
"ticket_id"
],
"schema": [
{
"id": "issue_id",
"displayName": "issue_id",
"required": false,
"defaultMatch": false,
"display": true,
"type": "string",
"canBeUsedToMatch": true,
"removed": true
},
{
"id": "conversation_id",
"displayName": "conversation_id",
"required": false,
"defaultMatch": false,
"display": true,
"type": "string",
"canBeUsedToMatch": true,
"removed": true
},
{
"id": "conversation_internal_id",
"displayName": "conversation_internal_id",
"required": false,
"defaultMatch": false,
"display": true,
"type": "string",
"canBeUsedToMatch": true,
"removed": true
},
{
"id": "user_id",
"displayName": "user_id",
"required": false,
"defaultMatch": false,
"display": true,
"type": "string",
"canBeUsedToMatch": true,
"removed": true
},
{
"id": "customer_phone",
"displayName": "customer_phone",
"required": false,
"defaultMatch": false,
"display": true,
"type": "string",
"canBeUsedToMatch": true,
"removed": true
},
{
"id": "order_number",
"displayName": "order_number",
"required": false,
"defaultMatch": false,
"display": true,
"type": "string",
"canBeUsedToMatch": true,
"removed": true
},
{
"id": "order_phone",
"displayName": "order_phone",
"required": false,
"defaultMatch": false,
"display": true,
"type": "string",
"canBeUsedToMatch": true,
"removed": true
},
{
"id": "issue_description",
"displayName": "issue_description",
"required": false,
"defaultMatch": false,
"display": true,
"type": "string",
"canBeUsedToMatch": true,
"removed": true
},
{
"id": "image_urls",
"displayName": "image_urls",
"required": false,
"defaultMatch": false,
"display": true,
"type": "string",
"canBeUsedToMatch": true,
"removed": true
},
{
"id": "status",
"displayName": "status",
"required": false,
"defaultMatch": false,
"display": true,
"type": "string",
"canBeUsedToMatch": true
},
{
"id": "is_active",
"displayName": "is_active",
"required": false,
"defaultMatch": false,
"display": true,
"type": "string",
"canBeUsedToMatch": true
},
{
"id": "ticket_id",
"displayName": "ticket_id",
"required": false,
"defaultMatch": false,
"display": true,
"type": "string",
"canBeUsedToMatch": true,
"removed": false
},
{
"id": "created_at",
"displayName": "created_at",
"required": false,
"defaultMatch": false,
"display": true,
"type": "string",
"canBeUsedToMatch": true,
"removed": true
},
{
"id": "updated_at",
"displayName": "updated_at",
"required": false,
"defaultMatch": false,
"display": true,
"type": "string",
"canBeUsedToMatch": true
},
{
"id": "ticket_type\n",
"displayName": "ticket_type\n",
"required": false,
"defaultMatch": false,
"display": true,
"type": "string",
"canBeUsedToMatch": true,
"removed": true
},
{
"id": "level_1\n",
"displayName": "level_1\n",
"required": false,
"defaultMatch": false,
"display": true,
"type": "string",
"canBeUsedToMatch": true,
"removed": true
},
{
"id": "level_2\n",
"displayName": "level_2\n",
"required": false,
"defaultMatch": false,
"display": true,
"type": "string",
"canBeUsedToMatch": true,
"removed": true
},
{
"id": "level_3\n",
"displayName": "level_3\n",
"required": false,
"defaultMatch": false,
"display": true,
"type": "string",
"canBeUsedToMatch": true,
"removed": true
},
{
"id": "department_resolution",
"displayName": "department_resolution",
"required": false,
"defaultMatch": false,
"display": true,
"type": "string",
"canBeUsedToMatch": true,
"removed": true
},
{
"id": "resolution_message_sent",
"displayName": "resolution_message_sent",
"required": false,
"defaultMatch": false,
"display": true,
"type": "string",
"canBeUsedToMatch": true,
"removed": true
},
{
"id": "is_final_resolution",
"displayName": "is_final_resolution",
"required": false,
"defaultMatch": false,
"display": true,
"type": "string",
"canBeUsedToMatch": true,
"removed": true
},
{
"id": "row_number",
"displayName": "row_number",
"required": false,
"defaultMatch": false,
"display": true,
"type": "number",
"canBeUsedToMatch": true,
"readOnly": true,
"removed": true
}
],
"attemptToConvertTypes": false,
"convertFieldsToString": false
},
"options": {}
},
"type": "n8n-nodes-base.googleSheets",
"typeVersion": 4.7,
"position": [
256,
-96
],
"id": "0481606c-36a1-49cd-a59c-284d2a428143",
"name": "Close Issue After Freshdesk Closed",
"retryOnFail": true,
"credentials": {
"googleSheetsOAuth2Api": {
"name": "<your credential>"
}
}
},
{
"parameters": {
"inputText": "=\u0627\u0644\u0645\u0634\u0643\u0644\u0629 \u0623\u0648 \u0627\u0644\u0637\u0644\u0628 \u0627\u0644\u0623\u0635\u0644\u064a:\n{{ $json.issue_description }}\n\n\u0622\u062e\u0631 \u062d\u0644 \u062a\u0645 \u0625\u0631\u0633\u0627\u0644\u0647 \u0644\u0644\u0639\u0645\u064a\u0644:\n{{ $json.resolution_message_sent }}\n\n\u0622\u062e\u0631 \u062a\u062d\u062f\u064a\u062b \u0645\u0646 \u0627\u0644\u0642\u0633\u0645 \u0627\u0644\u0645\u062e\u062a\u0635:\n{{ $('Receive Freshdesk Resolution').first().json.body.resolution_note }}",
"categories": {
"categories": [
{
"category": "customer_facing_resolution",
"description": "Choose when the latest internal update contains a new approved customer-facing resolution or asks the customer to provide information, confirmation, a selection, an image, or another action."
},
{
"category": "internal_operational_update",
"description": "Choose when the latest update is only internal operational progress, assignment, handoff, or execution status and does not contain a new customer-facing decision."
},
{
"category": "final_customer_facing_resolution",
"description": "Choose when the latest update contains an explicitly final customer-facing decision that should be communicated without further negotiation."
}
]
},
"options": {}
},
"type": "@n8n/n8n-nodes-langchain.textClassifier",
"typeVersion": 1.1,
"position": [
464,
-496
],
"id": "26c018f4-bfcd-4270-84c9-313511a2fae5",
"name": "Classify Freshdesk Resolved Update"
},
{
"parameters": {
"model": {
"__rl": true,
"value": "gpt-5-nano",
"mode": "list",
"cachedResultName": "gpt-5-nano"
},
"responsesApiEnabled": false,
"options": {}
},
"type": "@n8n/n8n-nodes-langchain.lmChatOpenAi",
"typeVersion": 1.3,
"position": [
384,
-304
],
"id": "0b167369-54c6-44d0-a823-3de62d46b0ef",
"name": "OpenAI Chat Model4",
"credentials": {
"openAiApi": {
"name": "<your credential>"
}
}
},
{
"parameters": {
"assignments": {
"assignments": [
{
"id": "c9708c89-1d96-4779-b2ed-458677fb47c0",
"name": "ticket_id ",
"value": "={{ $json.ticket_id }}",
"type": "string"
},
{
"id": "cadbbff8-e397-448d-8d2a-8134f7532f9e",
"name": "issue_id ",
"value": "={{ $json.issue_id }}",
"type": "string"
},
{
"id": "c768306b-49d8-4c1d-be14-20ddc07a1e18",
"name": "conversation_id ",
"value": "={{ $json.conversation_id }}",
"type": "string"
},
{
"id": "faeb75be-73ff-486e-89f3-7652d6bdd728",
"name": "conversation_internal_id ",
"value": "={{ $json.conversation_internal_id }}",
"type": "string"
},
{
"id": "8b7374e8-31cd-4a6f-bd32-0936269858aa",
"name": "issue_description ",
"value": "={{ $json.issue_description }}",
"type": "string"
},
{
"id": "08194ebe-5507-4aa7-b2e7-8e45d3ddb50e",
"name": "ticket_type ",
"value": "={{ $json[\"ticket_type\\n\"] }}",
"type": "string"
},
{
"id": "049d0ad3-23ac-41bd-97d0-dce5910c4a86",
"name": "resolution_note ",
"value": "={{ $('Receive Freshdesk Resolution').item.json.body.resolution_note }}",
"type": "string"
}
]
},
"options": {}
},
"type": "n8n-nodes-base.set",
"typeVersion": 3.4,
"position": [
896,
-176
],
"id": "4594c068-25d5-494c-9943-4ea33e4e574f",
"name": "Prepare Final Resolution for AI"
},
{
"parameters": {
"model": {
"__rl": true,
"value": "gpt-5-nano",
"mode": "list",
"cachedResultName": "gpt-5-nano"
},
"builtInTools": {},
"options": {}
},
"type": "@n8n/n8n-nodes-langchain.lmChatOpenAi",
"typeVersion": 1.3,
"position": [
1040,
16
],
"id": "a92e3e31-8c82-464a-99a8-5bf18c0d023e",
"name": "OpenAI Chat Model1",
"credentials": {
"openAiApi": {
"name": "<your credential>"
}
}
},
{
"parameters": {
"promptType": "define",
"text": "=\u0646\u0648\u0639 \u0627\u0644\u062a\u0630\u0643\u0631\u0629:\n{{ $json['ticket_type '] }}\n\u0648\u0635\u0641 \u0637\u0644\u0628/\u0645\u0634\u0643\u0644\u0629 \u0627\u0644\u0639\u0645\u064a\u0644:\n{{ $json['issue_description '] }}\n\u0631\u062f \u0627\u0644\u0642\u0633\u0645 \u0627\u0644\u0645\u062e\u062a\u0635:\n{{ $json['resolution_note '] }}",
"options": {
"systemMessage": "You are a customer-facing FINAL resolution assistant for a demo customer service system.\n\nYou receive:\n- ticket_type\n- issue_description\n- resolution_note\n\nThe resolution has already been classified as final.\n\nYour job:\n1. Communicate the approved final decision clearly and respectfully.\n2. Do not change, negotiate, increase, decrease, or invent the approved solution.\n3. If the approved resolution still requires a customer action, clearly ask for that next step.\n4. Never expose internal systems, notes, workflows, credentials, or private data.\n\nReturn ONLY the exact customer-facing message.\n"
}
},
"type": "@n8n/n8n-nodes-langchain.agent",
"typeVersion": 3.1,
"position": [
1104,
-176
],
"id": "b96017c7-1210-42ee-a1fc-a99ef9dae2ee",
"name": "Rewrite Final Resolution for Customer"
},
{
"parameters": {
"method": "POST",
"url": "=https://YOUR_FRESHCHAT_DOMAIN.freshchat.com/v2/conversations/{{ $('Prepare Final Resolution for AI').item.json['conversation_id '] }}/messages",
"sendHeaders": true,
"headerParameters": {
"parameters": [
{
"name": "Authorization",
"value": "Bearer YOUR_FRESHCHAT_API_TOKEN"
},
{
"name": "Content-Type",
"value": "application/json"
},
{
"name": "Accept",
"value": "application/json"
},
{
"name": "ASSUME-IDENTITY",
"value": "false"
}
]
},
"sendBody": true,
"specifyBody": "json",
"jsonBody": "={\n \"message_parts\": [\n {\n \"text\": {\n \"content\": {{ JSON.stringify($('Rewrite Final Resolution for Customer').item.json.output) }}\n }\n }\n ],\n \"message_type\": \"normal\",\n \"actor_type\": \"bot\"\n}\n",
"options": {}
},
"type": "n8n-nodes-base.httpRequest",
"typeVersion": 4.4,
"position": [
2128,
-384
],
"id": "f171c4de-a336-4f80-8a73-a22e9dcd7062",
"name": "Send Final Resolution to Customer"
},
{
"parameters": {
"operation": "appendOrUpdate",
"documentId": {
"__rl": true,
"value": "YOUR_GOOGLE_SHEET_ID",
"mode": "list",
"cachedResultName": "Customer Service State Store",
"cachedResultUrl": "https://docs.google.com/spreadsheets/d/YOUR_GOOGLE_SHEET_ID/edit"
},
"sheetName": {
"__rl": true,
"value": "YOUR_SHEET_GID",
"mode": "list",
"cachedResultName": "Issue State",
"cachedResultUrl": "https://docs.google.com/spreadsheets/d/YOUR_GOOGLE_SHEET_ID/edit#gid=YOUR_SHEET_GID"
},
"columns": {
"mappingMode": "defineBelow",
"value": {
"issue_id": "={{ $('Prepare Final Resolution for AI').item.json['issue_id '] }}",
"status": "=awaiting_customer_reply",
"is_active": "={{ true }}",
"updated_at": "={{ $now.setZone('Asia/Riyadh').toFormat('yyyy-MM-dd HH:mm:ss') }}",
"resolution_message_sent": "={{ $('Rewrite Final Resolution for Customer').item.json.output }}",
"department_resolution": "={{ $('Prepare Final Resolution for AI').item.json['resolution_note '] }}",
"is_final_resolution": "={{ true }}"
},
"matchingColumns": [
"issue_id"
],
"schema": [
{
"id": "issue_id",
"displayName": "issue_id",
"required": false,
"defaultMatch": false,
"display": true,
"type": "string",
"canBeUsedToMatch": true,
"removed": false
},
{
"id": "conversation_id",
"displayName": "conversation_id",
"required": false,
"defaultMatch": false,
"display": true,
"type": "string",
"canBeUsedToMatch": true,
"removed": true
},
{
"id": "conversation_internal_id",
"displayName": "conversation_internal_id",
"required": false,
"defaultMatch": false,
"display": true,
"type": "string",
"canBeUsedToMatch": true,
"removed": true
},
{
"id": "user_id",
"displayName": "user_id",
"required": false,
"defaultMatch": false,
"display": true,
"type": "string",
"canBeUsedToMatch": true,
"removed": true
},
{
"id": "customer_phone",
"displayName": "customer_phone",
"required": false,
"defaultMatch": false,
"display": true,
"type": "string",
"canBeUsedToMatch": true,
"removed": true
},
{
"id": "order_number",
"displayName": "order_number",
"required": false,
"defaultMatch": false,
"display": true,
"type": "string",
"canBeUsedToMatch": true,
"removed": true
},
{
"id": "order_phone",
"displayName": "order_phone",
"required": false,
"defaultMatch": false,
"display": true,
"type": "string",
"canBeUsedToMatch": true,
"removed": true
},
{
"id": "issue_description",
"displayName": "issue_description",
"required": false,
"defaultMatch": false,
"display": true,
"type": "string",
"canBeUsedToMatch": true,
"removed": true
},
{
"id": "image_urls",
"displayName": "image_urls",
"required": false,
"defaultMatch": false,
"display": true,
"type": "string",
"canBeUsedToMatch": true,
"removed": true
},
{
"id": "status",
"displayName": "status",
"required": false,
"defaultMatch": false,
"display": true,
"type": "string",
"canBeUsedToMatch": true
},
{
"id": "is_active",
"displayName": "is_active",
"required": false,
"defaultMatch": false,
"display": true,
"type": "string",
"canBeUsedToMatch": true
},
{
"id": "ticket_id",
"displayName": "ticket_id",
"required": false,
"defaultMatch": false,
"display": true,
"type": "string",
"canBeUsedToMatch": true,
"removed": true
},
{
"id": "created_at",
"displayName": "created_at",
"required": false,
"defaultMatch": false,
"display": true,
"type": "string",
"canBeUsedToMatch": true,
"removed": true
},
{
"id": "updated_at",
"displayName": "updated_at",
"required": false,
"defaultMatch": false,
"display": true,
"type": "string",
"canBeUsedToMatch": true
},
{
"id": "ticket_type\n",
"displayName": "ticket_type\n",
"required": false,
"defaultMatch": false,
"display": true,
"type": "string",
"canBeUsedToMatch": true,
"removed": true
},
{
"id": "level_1\n",
"displayName": "level_1\n",
"required": false,
"defaultMatch": false,
"display": true,
"type": "string",
"canBeUsedToMatch": true,
"removed": true
},
{
"id": "level_2\n",
"displayName": "level_2\n",
"required": false,
"defaultMatch": false,
"display": true,
"type": "string",
"canBeUsedToMatch": true,
"removed": true
},
{
"id": "level_3\n",
"displayName": "level_3\n",
"required": false,
"defaultMatch": false,
"display": true,
"type": "string",
"canBeUsedToMatch": true,
"removed": true
},
{
"id": "department_resolution",
"displayName": "department_resolution",
"required": false,
"defaultMatch": false,
"display": true,
"type": "string",
"canBeUsedToMatch": true,
"removed": false
},
{
"id": "resolution_message_sent",
"displayName": "resolution_message_sent",
"required": false,
"defaultMatch": false,
"display": true,
"type": "string",
"canBeUsedToMatch": true,
"removed": false
},
{
"id": "is_final_resolution",
"displayName": "is_final_resolution",
"required": false,
"defaultMatch": false,
"display": true,
"type": "string",
"canBeUsedToMatch": true,
"removed": false
}
],
"attemptToConvertTypes": false,
"convertFieldsToString": false
},
"options": {}
},
"type": "n8n-nodes-base.googleSheets",
"typeVersion": 4.7,
"position": [
2336,
-384
],
"id": "6428c93c-a2f7-485e-885a-cc347bf9cc2b",
"name": "Mark Final Resolution Awaiting Customer Reply",
"retryOnFail": true,
"credentials": {
"googleSheetsOAuth2Api": {
"name": "<your credential>"
}
}
},
{
"parameters": {
"documentId": {
"__rl": true,
"value": "YOUR_GOOGLE_SHEET_ID",
"mode": "list",
"cachedResultName": "Customer Service State Store",
"cachedResultUrl": "https://docs.google.com/spreadsheets/d/YOUR_GOOGLE_SHEET_ID/edit"
},
"sheetName": {
"__rl": true,
"value": "YOUR_SHEET_GID",
"mode": "list",
"cachedResultName": "Issue State",
"cachedResultUrl": "https://docs.google.com/spreadsheets/d/YOUR_GOOGLE_SHEET_ID/edit#gid=YOUR_SHEET_GID"
},
"filtersUI": {
"values": [
{
"lookupColumn": "ticket_id",
"lookupValue": "={{ $json.body.ticket_id }}"
},
{
"lookupColumn": "is_active",
"lookupValue": "={{ true }}"
}
]
},
"options": {}
},
"type": "n8n-nodes-base.googleSheets",
"typeVersion": 4.7,
"position": [
256,
-480
],
"id": "98b4955e-e49c-4576-9077-8122a73f9476",
"name": "Find Active Issue by Ticket ID",
"retryOnFail": true,
"credentials": {
"googleSheetsOAuth2Api": {
"name": "<your credential>"
}
}
},
{
"parameters": {
"jsCode": "const data = $input.first().json;\n\n// \u0643\u0644 \u0631\u0633\u0627\u0626\u0644 \u0627\u0644\u0645\u062d\u0627\u062f\u062b\u0629\nconst messages = Array.isArray(data.messages)\n ? data.messages\n : [];\n\n// \u0646\u0623\u062e\u0630 \u0641\u0642\u0637 \u0627\u0644\u0631\u0633\u0627\u0626\u0644 \u0627\u0644\u062a\u064a \u0643\u062a\u0628\u0647\u0627 \u0627\u0644\u0639\u0645\u064a\u0644\nconst customerMessages = messages.filter(message =>\n message.actor_type === 'user' &&\n message.created_time\n);\n\n// \u0625\u0630\u0627 \u0644\u0645 \u0646\u062c\u062f \u0623\u064a \u0631\u0633\u0627\u0644\u0629 \u0645\u0646 \u0627\u0644\u0639\u0645\u064a\u0644\nif (customerMessages.length === 0) {\n return [\n {\n json: {\n last_customer_message: null,\n last_customer_message_time: null,\n hours_since_customer_message: null,\n within_24h: false,\n reason: 'no_customer_message_found'\n }\n }\n ];\n}\n\n// \u062a\u0631\u062a\u064a\u0628 \u0631\u0633\u0627\u0626\u0644 \u0627\u0644\u0639\u0645\u064a\u0644 \u0645\u0646 \u0627\u0644\u0623\u062d\u062f\u062b \u0625\u0644\u0649 \u0627\u0644\u0623\u0642\u062f\u0645\ncustomerMessages.sort((a, b) =>\n new Date(b.created_time).getTime() -\n new Date(a.created_time).getTime()\n);\n\n// \u0623\u062d\u062f\u062b \u0631\u0633\u0627\u0644\u0629 \u0645\u0646 \u0627\u0644\u0639\u0645\u064a\u0644\nconst lastCustomerMessage = customerMessages[0];\n\n// \u0627\u0633\u062a\u062e\u0631\u0627\u062c \u0646\u0635 \u0627\u0644\u0631\u0633\u0627\u0644\u0629\nconst lastCustomerMessageText = (lastCustomerMessage.message_parts || [])\n .map(part => part?.text?.content)\n .filter(Boolean)\n .join('\\n');\n\n// \u062d\u0633\u0627\u0628 \u0643\u0645 \u0633\u0627\u0639\u0629 \u0645\u0631\u062a\nconst lastMessageTime = new Date(lastCustomerMessage.created_time).getTime();\nconst now = Date.now();\n\nconst hoursSinceCustomerMessage =\n (now - lastMessageTime) / (1000 * 60 * 60);\n\n// \u0647\u0644 \u0645\u0627 \u0632\u0644\u0646\u0627 \u062f\u0627\u062e\u0644 \u0646\u0627\u0641\u0630\u0629 \u0627\u0644\u0640 24 \u0633\u0627\u0639\u0629\u061f\nconst within24h = hoursSinceCustomerMessage < 24;\n\nreturn [\n {\n json: {\n last_customer_message: lastCustomerMessageText || null,\n last_customer_message_time: lastCustomerMessage.created_time,\n\n hours_since_customer_message:\n Number(hoursSinceCustomerMessage.toFixed(2)),\n\n within_24h: within24h,\n\n last_customer_message_id: lastCustomerMessage.id || null\n }\n }\n];"
},
"type": "n8n-nodes-base.code",
"typeVersion": 2,
"position": [
1696,
-848
],
"id": "8caad2d3-1847-4775-8046-4f5298e11c6b",
"name": "Evaluate WhatsApp 24h Window"
},
{
"parameters": {
"jsCode": "const data = $input.first().json;\n\n// \u0643\u0644 \u0631\u0633\u0627\u0626\u0644 \u0627\u0644\u0645\u062d\u0627\u062f\u062b\u0629\nconst messages = Array.isArray(data.messages)\n ? data.messages\n : [];\n\n// \u0646\u0623\u062e\u0630 \u0641\u0642\u0637 \u0627\u0644\u0631\u0633\u0627\u0626\u0644 \u0627\u0644\u062a\u064a \u0643\u062a\u0628\u0647\u0627 \u0627\u0644\u0639\u0645\u064a\u0644\nconst customerMessages = messages.filter(message =>\n message.actor_type === 'user' &&\n message.created_time\n);\n\n// \u0625\u0630\u0627 \u0644\u0645 \u0646\u062c\u062f \u0623\u064a \u0631\u0633\u0627\u0644\u0629 \u0645\u0646 \u0627\u0644\u0639\u0645\u064a\u0644\nif (customerMessages.length === 0) {\n return [\n {\n json: {\n last_customer_message: null,\n last_customer_message_time: null,\n hours_since_customer_message: null,\n within_24h: false,\n reason: 'no_customer_message_found'\n }\n }\n ];\n}\n\n// \u062a\u0631\u062a\u064a\u0628 \u0631\u0633\u0627\u0626\u0644 \u0627\u0644\u0639\u0645\u064a\u0644 \u0645\u0646 \u0627\u0644\u0623\u062d\u062f\u062b \u0625\u0644\u0649 \u0627\u0644\u0623\u0642\u062f\u0645\ncustomerMessages.sort((a, b) =>\n new Date(b.created_time).getTime() -\n new Date(a.created_time).getTime()\n);\n\n// \u0623\u062d\u062f\u062b \u0631\u0633\u0627\u0644\u0629 \u0645\u0646 \u0627\u0644\u0639\u0645\u064a\u0644\nconst lastCustomerMessage = customerMessages[0];\n\n// \u0627\u0633\u062a\u062e\u0631\u0627\u062c \u0646\u0635 \u0627\u0644\u0631\u0633\u0627\u0644\u0629\nconst lastCustomerMessageText = (lastCustomerMessage.message_parts || [])\n .map(part => part?.text?.content)\n .filter(Boolean)\n .join('\\n');\n\n// \u062d\u0633\u0627\u0628 \u0643\u0645 \u0633\u0627\u0639\u0629 \u0645\u0631\u062a\nconst lastMessageTime = new Date(lastCustomerMessage.created_time).getTime();\nconst now = Date.now();\n\nconst hoursSinceCustomerMessage =\n (now - lastMessageTime) / (1000 * 60 * 60);\n\n// \u0647\u0644 \u0645\u0627 \u0632\u0644\u0646\u0627 \u062f\u0627\u062e\u0644 \u0646\u0627\u0641\u0630\u0629 \u0627\u0644\u0640 24 \u0633\u0627\u0639\u0629\u061f\nconst within24h = hoursSinceCustomerMessage < 24;\n\nreturn [\n {\n json: {\n last_customer_message: lastCustomerMessageText || null,\n last_customer_message_time: lastCustomerMessage.created_time,\n\n hours_since_customer_message:\n Number(hoursSinceCustomerMessage.toFixed(2)),\n\n within_24h: within24h,\n\n last_customer_message_id: lastCustomerMessage.id || null\n }\n }\n];"
},
"type": "n8n-nodes-base.code",
"typeVersion": 2,
"position": [
1696,
-176
],
"id": "00330882-f5f0-42dd-ab07-8a7ffe76d82e",
"name": "Evaluate WhatsApp 24h Window1"
},
{
"parameters": {
"url": "=https://YOUR_FRESHCHAT_DOMAIN.freshchat.com/v2/conversations/{{ $('Prepare Resolution for AI').item.json['conversation_id '] }}/messages",
"sendQuery": true,
"queryParameters": {
"parameters": [
{
"name": "page",
"value": "1"
},
{
"name": "items_per_page ",
"value": "=50"
}
]
},
"sendHeaders": true,
"headerParameters": {
"parameters": [
{
"name": "Authorization",
"value": "Bearer YOUR_FRESHCHAT_API_TOKEN"
},
{
"name": "Content-Type",
"value": "application/json"
},
{
"name": "Accept",
"value": "application/json"
},
{
"name": "ASSUME-IDENTITY",
"value": "false"
}
]
},
"options": {}
},
"type": "n8n-nodes-base.httpRequest",
"typeVersion": 4.4,
"position": [
1472,
-848
],
"id": "7cf77fe1-c0cb-4958-bfd0-5582d0112c41",
"name": "Get Conversation Messages Before Resolution"
},
{
"parameters": {
"url": "=https://YOUR_FRESHCHAT_DOMAIN.freshchat.com/v2/conversations/{{ $('Prepare Final Resolution for AI').item.json['conversation_id '] }}/messages",
"sendQuery": true,
"queryParameters": {
"parameters": [
{
"name": "page",
"value": "1"
},
{
"name": "items_per_page ",
"value": "=50"
}
]
},
"sendHeaders": true,
"headerParameters": {
"parameters": [
{
"name": "Authorization",
"value": "Bearer YOUR_FRESHCHAT_API_TOKEN"
},
{
"name": "Content-Type",
"value": "application/json"
},
{
"name": "Accept",
"value": "application/json"
},
{
"name": "ASSUME-IDENTITY",
"value": "false"
}
]
},
"options": {}
},
"type": "n8n-nodes-base.httpRequest",
"typeVersion": 4.4,
"position": [
1472,
-176
],
"id": "8d419f1e-2708-45fe-822b-50b997276564",
"name": "Get Conversation Messages Before Resolution1"
},
{
"parameters": {
"conditions": {
"options": {
"caseSensitive": true,
"leftValue": "",
"typeValidation": "strict",
"version": 3
},
"conditions": [
{
"id": "7cd7a0c3-3f8f-4bc8-b141-0398bd3edb1c",
"leftValue": "={{ $json.within_24h }}",
"rightValue": "",
"operator": {
"type": "boolean",
"operation": "true",
"singleValue": true
}
}
],
"combinator": "and"
},
"options": {}
},
"type": "n8n-nodes-base.if",
"typeVersion": 2.3,
"position": [
1904,
-848
],
"id": "13f7597b-7222-4e6f-bd42-937df8107993",
"name": "Is WhatsApp Window Open?"
},
{
"parameters": {
"conditions": {
"options": {
"caseSensitive": true,
"leftValue": "",
"typeValidation": "strict",
"version": 3
},
"conditions": [
{
"id": "7cd7a0c3-3f8f-4bc8-b141-0398bd3edb1c",
"leftValue": "={{ $json.within_24h }}",
"rightValue": "",
"operator": {
"type": "boolean",
"operation": "true",
"singleValue": true
}
}
],
"combinator": "and"
},
"options": {}
},
"type": "n8n-nodes-base.if",
"typeVersion": 2.3,
"position": [
1904,
-176
],
"id": "56d1c09b-a741-4280-a8c7-b7bcadd13387",
"name": "Is WhatsApp Window Open?1"
},
{
"parameters": {
"sendTo": "support@example.com",
"subject": "=\u0645\u0637\u0644\u0648\u0628 \u0627\u062a\u0635\u0627\u0644 \u0628\u0627\u0644\u0639\u0645\u064a\u0644 - Ticket {{ $('Prepare Resolution for AI').item.json['ticket_id '] }}\n",
"message": "=\u062a\u0639\u0630\u0631 \u0625\u0631\u0633\u0627\u0644 \u0627\u0644\u062d\u0644 \u0644\u0644\u0639\u0645\u064a\u0644 \u0639\u0628\u0631 \u0648\u0627\u062a\u0633\u0627\u0628 \u0644\u0623\u0646 \u0622\u062e\u0631 \u0631\u0633\u0627\u0644\u0629 \u0645\u0646 \u0627\u0644\u0639\u0645\u064a\u0644 \u0645\u0636\u0649 \u0639\u0644\u064a\u0647\u0627 \u0623\u0643\u062b\u0631 \u0645\u0646 24 \u0633\u0627\u0639\u0629.\n\n\u0631\u0642\u0645 \u0627\u0644\u0639\u0645\u064a\u0644:\n{{ $('Find Active Issue by Ticket ID').item.json.customer_phone }}\n\n\u0631\u0642\u0645 \u0627\u0644\u062a\u0630\u0643\u0631\u0629:\n{{ $('Prepare Resolution for AI').item.json['ticket_id '] }}\n\n\u0627\u0644\u0645\u0634\u0643\u0644\u0629:\n{{ $('Prepare Resolution for AI').item.json['issue_description '] }}\n\n\u0627\u0644\u062d\u0644 \u0627\u0644\u0645\u0639\u062a\u0645\u062f:\n{{ $('Rewrite Resolution for Customer').item.json.output }}\n\n\u0622\u062e\u0631 \u0631\u0633\u0627\u0644\u0629 \u0645\u0646 \u0627\u0644\u0639\u0645\u064a\u0644:\n{{ $('Evaluate WhatsApp 24h Window').item.json.last_customer_message }}\n\n\u0648\u0642\u062a \u0622\u062e\u0631 \u0631\u0633\u0627\u0644\u0629 \u0645\u0646 \u0627\u0644\u0639\u0645\u064a\u0644:\n{{ $('Evaluate WhatsApp 24h Window').item.json.last_customer_message_time }}\n\n\u064a\u0631\u062c\u0649 \u0627\u0644\u0627\u062a\u0635\u0627\u0644 \u0628\u0627\u0644\u0639\u0645\u064a\u0644 \u0647\u0627\u062a\u0641\u064a\u064b\u0627 \u0648\u0625\u0628\u0644\u0627\u063a\u0647 \u0628\u0627\u0644\u062d\u0644 \u0627\u0644\u0645\u0639\u062a\u0645\u062f \u0648\u0645\u062a\u0627\u0628\u0639\u0629 \u0627\u0644\u0625\u062c\u0631\u0627\u0621.",
"options": {}
},
"type": "n8n-nodes-base.gmail",
"typeVersion": 2.2,
"position": [
2128,
-656
],
"id": "ad0db661-eba5-45cf-a50d-a5e8c4cb8755",
"name": "Notify CS - WhatsApp Window Expired",
"credentials": {
"gmailOAuth2": {
"name": "<your credential>"
}
}
},
{
"parameters": {
"sendTo": "support@example.com",
"subject": "=\u0645\u0637\u0644\u0648\u0628 \u0627\u062a\u0635\u0627\u0644 \u0628\u0627\u0644\u0639\u0645\u064a\u0644 - Ticket {{ $('Prepare Final Resolution for AI').item.json['ticket_id '] }}",
"message": "=\u062a\u0639\u0630\u0631 \u0625\u0631\u0633\u0627\u0644 \u0627\u0644\u0642\u0631\u0627\u0631 \u0627\u0644\u0646\u0647\u0627\u0626\u064a \u0644\u0644\u0639\u0645\u064a\u0644 \u0639\u0628\u0631 \u0648\u0627\u062a\u0633\u0627\u0628 \u0644\u0623\u0646 \u0622\u062e\u0631 \u0631\u0633\u0627\u0644\u0629 \u0645\u0646 \u0627\u0644\u0639\u0645\u064a\u0644 \u0645\u0636\u0649 \u0639\u0644\u064a\u0647\u0627 \u0623\u0643\u062b\u0631 \u0645\u0646 24 \u0633\u0627\u0639\u0629.\n\n\u0631\u0642\u0645 \u0627\u0644\u0639\u0645\u064a\u0644:\n{{ $('Find Active Issue by Ticket ID').item.json.customer_phone }}\n\n\u0631\u0642\u0645 \u0627\u0644\u062a\u0630\u0643\u0631\u0629:\n{{ $('Prepare Final Resolution for AI').item.json['ticket_id '] }}\n\n\u0627\u0644\u0645\u0634\u0643\u0644\u0629:\n{{ $('Prepare Final Resolution for AI').item.json['issue_description '] }}\n\n\u0627\u0644\u0642\u0631\u0627\u0631 \u0627\u0644\u0646\u0647\u0627\u0626\u064a \u0627\u0644\u0645\u0639\u062a\u0645\u062f:\n{{ $('Rewrite Final Resolution for Customer').item.json.output }}\n\n\u0622\u062e\u0631 \u0631\u0633\u0627\u0644\u0629 \u0645\u0646 \u0627\u0644\u0639\u0645\u064a\u0644:\n{{ $('Evaluate WhatsApp 24h Window1').item.json.last_customer_message }}\n\n\u0648\u0642\u062a \u0622\u062e\u0631 \u0631\u0633\u0627\u0644\u0629 \u0645\u0646 \u0627\u0644\u0639\u0645\u064a\u0644:\n{{ $('Evaluate WhatsApp 24h Window1').item.json.last_customer_message_time }}\n\n\u064a\u0631\u062c\u0649 \u0627\u0644\u0627\u062a\u0635\u0627\u0644 \u0628\u0627\u0644\u0639\u0645\u064a\u0644 \u0647\u0627\u062a\u0641\u064a\u064b\u0627 \u0648\u0625\u0628\u0644\u0627\u063a\u0647 \u0628\u0627\u0644\u0642\u0631\u0627\u0631 \u0627\u0644\u0646\u0647\u0627\u0626\u064a \u0627\u0644\u0645\u0639\u062a\u0645\u062f \u0648\u0645\u062a\u0627\u0628\u0639\u0629 \u0627\u0644\u0625\u062c\u0631\u0627\u0621.",
"options": {}
},
"type": "n8n-nodes-base.gmail",
"typeVersion": 2.2,
"position": [
2144,
32
],
"id": "63d63312-e733-45d4-a3b6-ce1cf9908ca1",
"name": "Notify CS - WhatsApp Window Expired1",
"credentials": {
"gmailOAuth2": {
"name": "<your credential>"
}
}
}
],
"connections": {
"Receive Freshdesk Resolution": {
"main": [
[
{
"node": "Route Freshdesk Ticket Status",
"type": "main",
"index": 0
}
]
]
},
"Prepare Resolution for AI": {
"main": [
[
{
"node": "Rewrite Resolution for Customer",
"type": "main",
"index": 0
}
]
]
},
"OpenAI Chat Model": {
"ai_languageModel": [
[
{
"node": "Rewrite Resolution for Customer",
"type": "ai_languageModel",
"index": 0
}
]
]
},
"Rewrite Resolution for Customer": {
"main": [
[
{
"node": "Get Conversation Messages Before Resolution",
"type": "main",
"index": 0
}
]
]
},
"Send Resolution to Customer": {
"main": [
[
{
"node": "Mark Issue Awaiting Customer Reply",
"type": "main",
"index": 0
}
]
]
},
"Route Freshdesk Ticket Status": {
"main": [
[
{
"node": "Find Active Issue by Ticket ID",
"type": "main",
"index": 0
}
],
[
{
"node": "Close Issue After Freshdesk Closed",
"type": "main",
"index": 0
}
]
]
},
"OpenAI Chat Model4": {
"ai_languageModel": [
[
{
"node": "Classify Freshdesk Resolved Update",
"type": "ai_languageModel",
"index": 0
}
]
]
},
"Classify Freshdesk Resolved Update": {
"main": [
[
{
"node": "Prepare Resolution for AI",
"type": "main",
"index": 0
}
],
[],
[
{
"node": "Prepare Final Resolution for AI",
"type": "main",
"index": 0
}
]
]
},
"OpenAI Chat Model1": {
"ai_languageModel": [
[
{
"node": "Rewrite Final Resolution for Customer",
"type": "ai_languageModel",
"index": 0
}
]
]
},
"Prepare Final Resolution for AI": {
"main": [
[
{
"node": "Rewrite Final Resolution for Customer",
"type": "main",
"index": 0
}
]
]
},
"Rewrite Final Resolution for Customer": {
"main": [
[
{
"node": "Get Conversation Messages Before Resolution1",
"type": "main",
"index": 0
}
]
]
},
"Send Final Resolution to Customer": {
"main": [
[
{
"node": "Mark Final Resolution Awaiting Customer Reply",
"type": "main",
"index": 0
}
]
]
},
"Find Active Issue by Ticket ID": {
"main": [
[
{
"node": "Classify Freshdesk Resolved Update",
"type": "main",
"index": 0
}
]
]
},
"Evaluate WhatsApp 24h Window": {
"main": [
[
{
"node": "Is WhatsApp Window Open?",
"type": "main",
"index
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.
gmailOAuth2googleSheetsOAuth2ApiopenAiApi
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About this workflow
Department Resolution Follow-Up - Portfolio. Uses agent, lmChatOpenAi, httpRequest, googleSheets. Webhook trigger; 24 nodes.
Source: https://github.com/yahya0093/ai-customer-service-automation/blob/main/workflows/department-resolution-flow.json — original creator credit. Request a take-down →
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