Automated Contact Form Classification and Routing for E-commerce
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Streamline your customer communication with this n8n workflow that automatically classifies incoming contact form submissions and routes them to the appropriate department. Leverage AI to understand customer intent and ensure faster, more efficient support.
About This Workflow
This n8n workflow revolutionizes how e-commerce businesses handle customer inquiries by intelligently classifying contact form submissions. Upon submission, a robust AI model analyzes the customer's message to determine its category (e.g., product information, quote request, order issue, or general problem). Based on this classification, the workflow automatically routes the inquiry to the correct internal team via email. This ensures that customer queries are addressed by the most qualified personnel, leading to quicker response times, improved customer satisfaction, and more efficient operational workflows. The system captures key contact details and message content, providing context for each interaction.
Key Features
- AI-Powered Classification: Automatically categorize customer messages using advanced language models.
- Intelligent Routing: Direct inquiries to the correct department (Product Info, Quotes, Orders, General, Other) for faster resolution.
- Automated Email Notifications: Send immediate notifications to relevant teams with all necessary context.
- Data Logging: Optionally log categorized data to Google Sheets for analysis and record-keeping.
- Customizable Form: Easily integrate a simple contact form that captures essential customer details.
How To Use
- Set Up the Form Trigger: Configure the
On form submissionnode with your desired form title and fields (Name, Email, Message). This node will capture incoming customer inquiries. - Configure the Text Classifier: In the
Text Classifiernode, define the categories for your customer messages (e.g., 'Request Quote', 'Product info', 'General problem', 'Order'). Provide clear descriptions for each category to guide the AI. Ensure theinputTextis correctly mapped to your form's message field. - Connect to OpenAI: Authenticate your OpenAI account in the
OpenAInode. This node powers the AI classification. - Define Departmental Routing (Email Nodes): For each category identified in the
Text Classifier, set up a correspondingEmail Sendnode (e.g.,Prod. Dep.,Quote Dep.,Gen. Dep.,Order Dep.,Other Dep.). Customize thesubjectandhtmlcontent to include the customer's name, email, message, and the classified category. - (Optional) Log to Google Sheets: Connect the
Quote DBnode (or similar, adapt for other categories) to your Google Sheet. Map the relevant data fields from the previous nodes, includingDATA,NOME,EMAIL,CATEGORIA, andRICHIESTA, to your sheet columns.
Apps Used
Workflow JSON
{
"id": "583ac1a8-0c64-4b3c-9dbb-7c40e124cb70",
"name": "Automated Contact Form Classification and Routing for E-commerce",
"nodes": 5,
"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: 583ac1a8-0c64...
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