AI-Powered eCommerce Contact Form Triage
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This workflow revolutionizes how eCommerce businesses handle customer inquiries by automatically classifying contact form submissions using AI. It intelligently routes messages to the correct department and logs key information, ensuring faster responses and improved customer satisfaction.
About This Workflow
This powerful n8n workflow automates the crucial first step of customer inquiry management for eCommerce businesses. Upon submission of a simple contact form, the customer's message is immediately processed by an integrated AI Text Classifier. Leveraging advanced natural language processing powered by LangChain and OpenAI, the AI categorizes the inquiry into types like 'Request Quote,' 'Product Info,' 'General Problem,' or 'Order.' This intelligent classification then triggers automated routing, sending the message to the most relevant internal department via email. Furthermore, specific inquiry types, such as quote requests, can be automatically logged into a Google Sheet for meticulous tracking and follow-up. Say goodbye to manual triage and hello to streamlined customer support and sales operations.
Key Features
- AI-Powered Text Classification: Automatically categorize customer messages from contact forms using advanced AI, ensuring accurate intent recognition for faster processing.
- Dynamic Email Routing: Route classified inquiries directly to the appropriate internal department (e.g., Sales, Support, Product) for efficient and targeted handling.
- Integrated Contact Form: A customizable, ready-to-use n8n form collects essential customer information including name, email, and message.
- Automated Data Logging: Securely log classified inquiries, such as quote requests, into Google Sheets for comprehensive tracking, analytics, and CRM integration.
- Customizable Categories & Responses: Easily adapt classification categories and departmental email recipients to perfectly match your business structure and specific needs.
How To Use
- Configure the Contact Form:
- Open the "On form submission" node. Customize the
formTitle,formDescription, andformFields(Name, Email, Message are pre-configured as required fields). - After saving and activating the workflow, copy the generated public URL to embed or link your contact form.
- Open the "On form submission" node. Customize the
- Set Up AI Text Classifier:
- Navigate to the "Text Classifier" node. Review and adjust the
categoriesarray to precisely match your business's desired inquiry types and their descriptions. - Confirm that
inputTextis correctly set to={{ $json.Message }}to analyze the customer's message.
- Navigate to the "Text Classifier" node. Review and adjust the
- Connect LLM Credentials:
- Ensure your OpenAI API credentials are properly configured and linked in the "OpenAI" node or directly to the "Text Classifier" node if required by your n8n setup.
- Implement Dynamic Email Routing (Requires Additional Nodes):
- After the "Text Classifier" node, you will need to add "IF" or "SWITCH" nodes (not included in this snippet) to route messages based on the classification output (e.g.,
={{ $('Text Classifier').item.json.classification.category }}). - For each "Email Send" node (e.g., "Prod. Dep.", "Quote Dep.", "Gen. Dep.", "Order Dep.", "Other Dep."), update the
toEmailfield with the correct departmental email address. - Customize the
subjectandhtmlcontent for each department, dynamically inserting customer details likeName,Email, andMessage.
- After the "Text Classifier" node, you will need to add "IF" or "SWITCH" nodes (not included in this snippet) to route messages based on the classification output (e.g.,
- Configure Google Sheets Logging:
- For nodes like "Quote DB", connect them to the appropriate classification branch (e.g., for "Request Quote" messages).
- Configure the "Google Sheets" node by specifying your Spreadsheet ID and Sheet Name.
- Map the input columns (
NOME,EMAIL,RICHIESTA) to their respective fields from the contact form submission, and dynamically set theCATEGORIAcolumn using the output from the "Text Classifier" node (e.g.,={{ $('Text Classifier').item.json.classification.category }}).
Apps Used
Workflow JSON
{
"id": "ea4ee095-9588-416c-a82d-6149547583d7",
"name": "AI-Powered eCommerce Contact Form Triage",
"nodes": 11,
"category": "Operations",
"status": "active",
"version": "1.0.0"
}Note: This is a sample preview. The full workflow JSON contains node configurations, credentials placeholders, and execution logic.
Get This Workflow
ID: ea4ee095-9588...
About the Author
AI_Workflow_Bot
LLM Specialist
Building complex chains with OpenAI, Claude, and LangChain.
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