Automatisierte Kundensupport-Antworten mit AI-Triage für Google Forms

• •Google-Konto + Gmail API-Anmeldedaten
• •Slack Bot Token oder Webhook URL
• •Google Sheets API-Anmeldedaten
• •OpenAI API Key

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  "name": "Automate Customer Support Responses with AI Triage for Google Forms",
  "tags": [],
  "nodes": [
    {
      "id": "00ee0984-b75a-4eda-939d-db882cee466d",
      "name": "Google Form Responses Trigger",
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      "parameters": {
        "event": "rowAdded",
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        "pollTimes": {
          "item": [
            {
              "mode": "everyMinute"
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        "sheetName": {
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          "mode": "list",
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        "documentId": {
          "__rl": true,
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      "typeVersion": 1
    },
    {
      "id": "1ef2d3c8-4431-4c88-9f15-09be5d27c6f0",
      "name": "Map Form Column Names",
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      "position": [
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      "parameters": {
        "options": {},
        "assignments": {
          "assignments": [
            {
              "id": "id-1",
              "name": "emailColumnName",
              "type": "string",
              "value": "Email Address"
            },
            {
              "id": "id-2",
              "name": "inquiryColumnName",
              "type": "string",
              "value": "Inquiry"
            },
            {
              "id": "id-3",
              "name": "nameColumnName",
              "type": "string",
              "value": "Name"
            }
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    {
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      "name": "Analyze with AI Triage",
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      "position": [
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      "parameters": {
        "modelId": {
          "__rl": true,
          "mode": "list",
          "value": "gpt-4o-mini"
        },
        "options": {},
        "responses": {
          "values": [
            {
              "content": "=You are an expert customer support triage system with deep understanding of multiple languages and cultural context.\n\nAnalyze this customer inquiry:\n\nCustomer Name: {{$json[\"Name\"]}}\nCustomer Email: {{$json[\"Email Address\"]}}\nInquiry: {{$json.inquiry}}\n\nURGENCY CLASSIFICATION RULES (be strict):\n\nHIGH urgency - Use when ANY of these apply:\n- Product is broken/damaged/defective\n- Words indicating immediate need: immediately, urgent, ASAP\n- Customer explicitly states they are troubled or frustrated\n- Complaints or angry tone\n- Request for refund/replacement/exchange\n- Service failure or system down\n- Time-sensitive issues\n\nMEDIUM urgency - Use when:\n- General questions about product usage\n- Feature inquiries or clarifications\n- Manual/documentation questions\n- Non-urgent support requests\n- Neutral tone inquiries\n\nLOW urgency - Use when:\n- General information requests\n- Compliments or positive feedback\n- Future product inquiries\n- Casual questions with no time pressure\n\nCATEGORIES:\n- technical: Software bugs, technical issues, errors, login problems\n- sales: Pricing, product information, purchase inquiries\n- support: How-to questions, usage help, troubleshooting\n- billing: Payment issues, invoices, refunds\n- general: Everything else\n\nSENTIMENT:\n- negative: Complaints, problems, dissatisfaction, frustrated tone\n- neutral: Questions, information requests\n- positive: Compliments, satisfaction, thank you messages\n\nReturn ONLY valid JSON in this format (no markdown, no code blocks):\n{\n  \"urgency\": \"low\" | \"medium\" | \"high\",\n  \"category\": \"technical\" | \"sales\" | \"support\" | \"billing\" | \"general\",\n  \"sentiment\": \"positive\" | \"neutral\" | \"negative\",\n  \"keywords\": [\"keyword1\", \"keyword2\"],\n  \"summary\": \"One sentence summary\"\n}"
            }
          ]
        },
        "builtInTools": {}
      },
      "typeVersion": 2
    },
    {
      "id": "7022d016-142f-40f0-ae43-876b609f7897",
      "name": "Parse AI Analysis Results",
      "type": "n8n-nodes-base.code",
      "position": [
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      ],
      "parameters": {
        "mode": "runOnceForEachItem",
        "jsCode": "// Parse AI analysis results\nconst allData = $input.item.json;\n\nlet analysis = {\n  urgency: 'medium',\n  category: 'general',\n  sentiment: 'neutral',\n  keywords: [],\n  summary: ''\n};\n\nif (allData.output && Array.isArray(allData.output) && allData.output.length > 0) {\n  const outputItem = allData.output[0];\n  if (outputItem.content && Array.isArray(outputItem.content) && outputItem.content.length > 0) {\n    const aiResponse = outputItem.content[0].text || '{}';\n    try {\n      analysis = JSON.parse(aiResponse);\n    } catch (e) {\n      console.log('Failed to parse AI response:', aiResponse);\n    }\n  }\n}\n\n// Get original form data\nconst workflowConfig = $('Map Form Column Names').first().json;\nconst emailColumnName = workflowConfig.emailColumnName || 'Email Address';\nconst inquiryColumnName = workflowConfig.inquiryColumnName || 'Inquiry';\nconst nameColumnName = workflowConfig.nameColumnName || 'Name';\n\nreturn {\n  email: workflowConfig[emailColumnName] || '',\n  inquiry: workflowConfig[inquiryColumnName] || '',\n  name: workflowConfig[nameColumnName] || '',\n  urgency: analysis.urgency,\n  category: analysis.category,\n  sentiment: analysis.sentiment,\n  keywords: analysis.keywords,\n  summary: analysis.summary,\n  timestamp: new Date().toISOString()\n};"
      },
      "typeVersion": 2
    },
    {
      "id": "bf80a552-17a8-445d-bdb7-288ad0d8bb25",
      "name": "Route by Priority Level",
      "type": "n8n-nodes-base.switch",
      "position": [
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      "parameters": {
        "rules": {
          "values": [
            {
              "outputKey": "High Priority",
              "conditions": {
                "options": {
                  "caseSensitive": true,
                  "typeValidation": "strict"
                },
                "conditions": [
                  {
                    "operator": {
                      "type": "string",
                      "operation": "equals"
                    },
                    "leftValue": "={{ $json.urgency }}",
                    "rightValue": "high"
                  }
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              },
              "renameOutput": true
            },
            {
              "outputKey": "Medium Priority",
              "conditions": {
                "options": {
                  "caseSensitive": true,
                  "typeValidation": "strict"
                },
                "conditions": [
                  {
                    "operator": {
                      "type": "string",
                      "operation": "equals"
                    },
                    "leftValue": "={{ $json.urgency }}",
                    "rightValue": "medium"
                  }
                ]
              },
              "renameOutput": true
            },
            {
              "outputKey": "Low Priority",
              "conditions": {
                "options": {
                  "caseSensitive": true,
                  "typeValidation": "strict"
                },
                "conditions": [
                  {
                    "operator": {
                      "type": "string",
                      "operation": "equals"
                    },
                    "leftValue": "={{ $json.urgency }}",
                    "rightValue": "low"
                  }
                ]
              },
              "renameOutput": true
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        "options": {}
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      "typeVersion": 3
    },
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      "name": "Generate Urgent Response",
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        "modelId": {
          "__rl": true,
          "mode": "list",
          "value": "gpt-4o-mini"
        },
        "options": {},
        "responses": {
          "values": [
            {
              "content": "=Create a polite, professional, and URGENT response email to this HIGH PRIORITY inquiry.\n\nCustomer Name: {{$json.name}}\nInquiry Category: {{$json.category}}\nSentiment: {{$json.sentiment}}\nInquiry: {{$json.inquiry}}\n\nIMPORTANT INSTRUCTIONS:\n- Acknowledge the urgency and apologize if negative sentiment detected\n- Provide immediate next steps\n- Include a commitment to fast response time (within 1-2 hours)\n- Be empathetic and professional\n\nOutput format (strictly follow):\nSUBJECT: (write urgent subject here)\n\nBODY: (write body here)"
            }
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        "modelId": {
          "__rl": true,
          "mode": "list",
          "value": "gpt-4o-mini"
        },
        "options": {},
        "responses": {
          "values": [
            {
              "content": "=Create a polite and professional response email to this inquiry.\n\nCustomer Name: {{$json.name}}\nInquiry Category: {{$json.category}}\nInquiry: {{$json.inquiry}}\n\nOutput format (strictly follow):\nSUBJECT: (write subject here)\n\nBODY: (write body here)"
            }
          ]
        },
        "builtInTools": {}
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    },
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        "modelId": {
          "__rl": true,
          "mode": "list",
          "value": "gpt-4o-mini"
        },
        "options": {},
        "responses": {
          "values": [
            {
              "content": "=Create a polite and friendly response email to this inquiry.\n\nCustomer Name: {{$json.name}}\nInquiry Category: {{$json.category}}\nInquiry: {{$json.inquiry}}\n\nOutput format (strictly follow):\nSUBJECT: (write subject here)\n\nBODY: (write body here)"
            }
          ]
        },
        "builtInTools": {}
      },
      "typeVersion": 2
    },
    {
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      "name": "Extract E-Mail Subject and Body",
      "type": "n8n-nodes-base.code",
      "position": [
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      ],
      "parameters": {
        "mode": "runOnceForEachItem",
        "jsCode": "// Get AI-generated email and triage data\nconst allData = $input.item.json;\n\nlet aiResponse = '';\nif (allData.output && Array.isArray(allData.output) && allData.output.length > 0) {\n  const outputItem = allData.output[0];\n  if (outputItem.content && Array.isArray(outputItem.content) && outputItem.content.length > 0) {\n    aiResponse = outputItem.content[0].text || '';\n  }\n}\n\n// Parse subject and body from AI response\nlet subject = 'Thank you for your inquiry';\nlet body = '';\n\nif (aiResponse) {\n  const subjectMatch = aiResponse.match(/SUBJECT:\\s*([\\s\\S]*?)(?=\\nBODY:|$)/);\n  if (subjectMatch && subjectMatch[1]) {\n    subject = subjectMatch[1].trim();\n  }\n\n  const parts = aiResponse.split(/BODY:\\s*/);\n  if (parts.length > 1) {\n    body = parts[1].trim();\n  } else {\n    body = aiResponse.trim();\n  }\n}\n\nconst triageData = $('Parse AI Analysis Results').first().json;\n\nreturn {\n  subject,\n  body,\n  email: triageData.email,\n  name: triageData.name,\n  urgency: triageData.urgency,\n  category: triageData.category,\n  sentiment: triageData.sentiment,\n  keywords: triageData.keywords,\n  summary: triageData.summary,\n  inquiry: triageData.inquiry,\n  timestamp: triageData.timestamp\n};"
      },
      "typeVersion": 2
    },
    {
      "id": "112807ff-a82c-4f08-bcd6-8f80b00c9e7f",
      "name": "Send Auto-Reply via Gmail",
      "type": "n8n-nodes-base.gmail",
      "position": [
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      ],
      "webhookId": "b58c0315-fb54-4b41-8198-f0ceba77ced1",
      "parameters": {
        "sendTo": "={{ $json.email }}",
        "message": "={{ $json.body }}",
        "options": {
          "appendAttribution": false
        },
        "subject": "={{ $json.subject }}"
      },
      "typeVersion": 2.1
    },
    {
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      "name": "Prepare Data for Tracking",
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      "parameters": {
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        "assignments": {
          "assignments": [
            {
              "id": "id-1",
              "name": "name",
              "type": "string",
              "value": "={{ $('Parse AI Analysis Results').item.json.name }}"
            },
            {
              "id": "id-2",
              "name": "email",
              "type": "string",
              "value": "={{ $('Parse AI Analysis Results').item.json.email }}"
            },
            {
              "id": "id-3",
              "name": "urgency",
              "type": "string",
              "value": "={{ $('Parse AI Analysis Results').item.json.urgency }}"
            },
            {
              "id": "id-4",
              "name": "category",
              "type": "string",
              "value": "={{ $('Parse AI Analysis Results').item.json.category }}"
            },
            {
              "id": "id-5",
              "name": "sentiment",
              "type": "string",
              "value": "={{ $('Parse AI Analysis Results').item.json.sentiment }}"
            },
            {
              "id": "id-6",
              "name": "summary",
              "type": "string",
              "value": "={{ $('Parse AI Analysis Results').item.json.summary }}"
            },
            {
              "id": "id-7",
              "name": "keywords",
              "type": "string",
              "value": "={{ $('Parse AI Analysis Results').item.json.keywords }}"
            },
            {
              "id": "id-8",
              "name": "subject",
              "type": "string",
              "value": "={{ $('Extract Email Subject and Body').item.json.subject }}"
            },
            {
              "id": "id-9",
              "name": "inquiry",
              "type": "string",
              "value": "={{ $('Parse AI Analysis Results').item.json.inquiry }}"
            },
            {
              "id": "id-10",
              "name": "timestamp",
              "type": "string",
              "value": "={{ $('Parse AI Analysis Results').item.json.timestamp }}"
            }
          ]
        }
      },
      "typeVersion": 3.4
    },
    {
      "id": "bd3aa2c7-e7f0-42e5-843b-9ecba1746432",
      "name": "Is High Priority?",
      "type": "n8n-nodes-base.if",
      "position": [
        1792,
        352
      ],
      "parameters": {
        "options": {},
        "conditions": {
          "options": {
            "caseSensitive": false,
            "typeValidation": "loose"
          },
          "conditions": [
            {
              "id": "id-1",
              "operator": {
                "type": "string",
                "operation": "equals"
              },
              "leftValue": "={{ $json.urgency }}",
              "rightValue": "high"
            }
          ]
        }
      },
      "typeVersion": 2.2
    },
    {
      "id": "426bf20f-ab48-453b-945c-a70a65818526",
      "name": "Alert Team on Slack",
      "type": "n8n-nodes-base.slack",
      "position": [
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        272
      ],
      "webhookId": "9d621a32-e3b1-4280-9c01-599989094a8a",
      "parameters": {
        "text": "=🚨 *HIGH PRIORITY INQUIRY RECEIVED*\n\n*Customer:* {{ $json.name }}\n*Email:* {{ $json.email }}\n*Category:* {{ $json.category }}\n*Sentiment:* {{ $json.sentiment }}\n\n*Summary:* {{ $json.summary }}\n\n*Original Inquiry:*\n{{ $json.inquiry }}\n\n✅ Auto-reply sent. Manual follow-up recommended within 1-2 hours.",
        "select": "channel",
        "channelId": {
          "__rl": true,
          "mode": "list",
          "value": ""
        },
        "otherOptions": {},
        "authentication": "oAuth2"
      },
      "typeVersion": 2.3
    },
    {
      "id": "8435195b-82c2-4085-afbe-b1e6bd40830a",
      "name": "Log to Tracking Sheet",
      "type": "n8n-nodes-base.googleSheets",
      "position": [
        2208,
        368
      ],
      "parameters": {
        "operation": "append",
        "sheetName": {
          "__rl": true,
          "mode": "list",
          "value": ""
        },
        "documentId": {
          "__rl": true,
          "mode": "list",
          "value": ""
        }
      },
      "typeVersion": 4.7
    },
    {
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      "name": "Haftnotiz - Workflow Overview",
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      "parameters": {
        "width": 680,
        "height": 1596,
        "content": "## 📋 AI-Powered Customer Support Automation\n\n**Automatically triage and respond to Google Form submissions with intelligent priority routing**\n\n### 🎯 What This Workflow Does\n\nThis workflow transforms your Google Form into an intelligent customer support system that:\n- **Analyzes** every inquiry using AI to determine urgency, category, and sentiment\n- **Routes** inquiries based on priority (High/Medium/Low)\n- **Generates** contextual, personalized email responses\n- **Alerts** your team via Slack for high-priority cases\n- **Tracks** all interactions in a Google Sheet\n\n### ⚙️ How It Works\n\n1. **Trigger**: Monitors Google Sheets for new form responses\n2. **AI Analysis**: OpenAI analyzes inquiry for urgency, category, sentiment\n3. **Smart Routing**: Routes to appropriate response template\n4. **Response Generation**: AI creates personalized reply email\n5. **Auto-Reply**: Sends email via Gmail\n6. **Team Alert**: Notifies team on Slack for urgent cases\n7. **Tracking**: Logs all data to tracking sheet\n\n### 📦 Requirements\n\n- Google Form connected to Google Sheets\n- OpenAI API key (GPT-4o-mini recommended)\n- Gmail account for sending emails\n- Slack workspace (optional, for team notifications)\n- Google Sheets for tracking logs\n\n### ⏱️ Setup Time\n\nApproximately **15-20 minutes**\n\n### 🚀 Setup Steps\n\n1. **Create Google Form** with fields: Name, Email Address, Inquiry\n2. **Connect to Google Sheets** (automatically created by Google Forms)\n3. **Configure trigger node** with your form response sheet\n4. **Add OpenAI credentials** (get API key from platform.openai.com)\n5. **Connect Gmail** for sending auto-replies\n6. **Create tracking sheet** with columns: timestamp, name, email, category, urgency, sentiment, summary, keywords, subject, inquiry\n7. **Optional: Connect Slack** for high-priority alerts\n8. **Customize AI prompts** to match your brand voice and use case\n9. **Test with sample data** before activating\n\n### 🎨 Customization Options\n\n- **Adjust urgency criteria** in AI Triage prompt for your specific needs\n- **Modify response templates** for different priority levels\n- **Add custom categories** (e.g., refunds, appointments, technical issues)\n- **Multi-language support** - AI handles multiple languages automatically\n- **Add more notification channels** (Discord, email, SMS)\n- **Integrate with CRM** systems for customer history\n\n### 💡 Use Cases\n\n- **Customer Support**: Auto-respond to product questions and issues\n- **Lead Management**: Instant follow-up on sales inquiries\n- **Event Registration**: Confirm bookings with personalized messages\n- **Feedback Collection**: Acknowledge and categorize user feedback\n- **Service Requests**: Triage and route service/maintenance requests\n\n---\n\n*Created by the n8n community. Questions? Check the sticky notes inside each workflow section for detailed instructions.*"
      },
      "typeVersion": 1
    },
    {
      "id": "d1a6e001-f164-4985-9cc9-c22493349127",
      "name": "Haftnotiz - Step 1",
      "type": "n8n-nodes-base.stickyNote",
      "position": [
        -688,
        -16
      ],
      "parameters": {
        "color": 7,
        "width": 360,
        "height": 352,
        "content": "### 📥 Step 1: Form Response Trigger\n\nMonitors your Google Sheet for new form submissions.\n\n**Setup:**\n1. Select your Google Form's response sheet\n2. Sheet automatically updates when forms are submitted\n3. Trigger runs every minute to check for new rows\n\n**Requirements:**\n- Google Form with fields: Name, Email Address, Inquiry\n- Form must be connected to Google Sheets"
      },
      "typeVersion": 1
    },
    {
      "id": "4122d26f-5ccf-4ad3-b130-99bbe84a020f",
      "name": "Haftnotiz - Step 2",
      "type": "n8n-nodes-base.stickyNote",
      "position": [
        -352,
        528
      ],
      "parameters": {
        "color": 7,
        "width": 340,
        "height": 236,
        "content": "### 🔧 Step 2: Map Column Names\n\nMaps your form fields to workflow variables.\n\n**Customize:**\n- Update column names if your form uses different field names\n- Default: \"Name\", \"Email Address\", \"Inquiry\"\n\n**Tip:** Keep \"includeOtherFields\" enabled to preserve all form data"
      },
      "typeVersion": 1
    },
    {
      "id": "0ee1a9d8-3e37-412e-9a63-db17b354e52e",
      "name": "Haftnotiz - Step 3",
      "type": "n8n-nodes-base.stickyNote",
      "position": [
        -80,
        -32
      ],
      "parameters": {
        "color": 7,
        "width": 360,
        "height": 364,
        "content": "### 🧠 Step 3: AI Triage Analysis\n\nOpenAI analyzes inquiry to determine:\n- **Urgency**: low/medium/high\n- **Category**: technical/sales/support/billing/general\n- **Sentiment**: positive/neutral/negative\n- **Keywords**: Key terms extracted\n- **Summary**: One-sentence overview\n\n**Customize:**\n- Adjust urgency criteria for your business\n- Add custom categories\n- Supports multiple languages automatically\n\n**Cost:** ~$0.001-0.002 per inquiry with GPT-4o-mini"
      },
      "typeVersion": 1
    },
    {
      "id": "bd556784-eb77-4347-8821-b0c301fca7b4",
      "name": "Haftnotiz - Step 4",
      "type": "n8n-nodes-base.stickyNote",
      "position": [
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      ],
      "parameters": {
        "color": 7,
        "width": 360,
        "height": 344,
        "content": "### 🔀 Step 4: Priority Routing\n\nRoutes inquiries to appropriate response template:\n\n**High Priority →** Urgent, empathetic response\n- Broken products, complaints, angry customers\n- Immediate needs, refund requests\n\n**Medium Priority →** Professional, standard response\n- General questions, usage help\n- Feature inquiries\n\n**Low Priority →** Friendly, casual response\n- Information requests, compliments\n- Future product questions"
      },
      "typeVersion": 1
    },
    {
      "id": "d47878da-4235-44b9-bc04-85fa618298e4",
      "name": "Haftnotiz - Step 5",
      "type": "n8n-nodes-base.stickyNote",
      "position": [
        688,
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      ],
      "parameters": {
        "color": 7,
        "width": 360,
        "height": 340,
        "content": "### ✉️ Step 5: Generate AI Response\n\nThree separate AI nodes create priority-specific responses.\n\n**Each template considers:**\n- Customer name for personalization\n- Inquiry category and sentiment\n- Urgency level for appropriate tone\n\n**Output format:**\nSUBJECT: (email subject)\nBODY: (email body)\n\n**Customize:** Edit prompts to match your brand voice and policies"
      },
      "typeVersion": 1
    },
    {
      "id": "49768cd0-7811-43e7-b90e-ec0e0cc599a5",
      "name": "Haftnotiz - Step 6",
      "type": "n8n-nodes-base.stickyNote",
      "position": [
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        64
      ],
      "parameters": {
        "color": 7,
        "width": 340,
        "height": 268,
        "content": "### 📤 Step 6: Send Auto-Reply\n\nSends personalized email via Gmail.\n\n**Features:**\n- Uses Gmail OAuth for secure sending\n- Includes customer name in email\n- Professional formatting\n- No n8n attribution footer\n\n**Setup:** Connect your Gmail account via OAuth2"
      },
      "typeVersion": 1
    },
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        "content": "### 🚨 Step 7: Team Alerts & Tracking\n\n**High Priority Cases:**\n- Instant Slack notification to team\n- Includes customer details and inquiry\n- Prompts manual follow-up within 1-2 hours\n\n**All Cases:**\n- Logged to Google Sheets tracking sheet\n- Includes: timestamp, urgency, category, sentiment, keywords, summary\n- Creates audit trail and analytics data\n\n**Setup:**\n1. Connect Slack workspace (optional)\n2. Create tracking sheet with proper column headers\n3. Select channel for notifications"
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