Triage and escalate tenant complaints from Gmail or forms to Slack with Claude AI

by Andrew Loh · 61 views · created 2026-03-24 · Ticket Management, AI Summarization

What this workflow does

This AI workflow has 17 nodes and runs on Gmail events (plus 2 other triggers). Along the way it connects Anthropic, Airtable, Gmail and Slack.

How it runs

Trigger: On Gmail events (plus 2 other triggers).

1. Normalise email inputs (Edit Fields (Set)): sets or maps fields
2. Normalise form inputs (Edit Fields (Set)): sets or maps fields
3. Search records (Airtable): search
4. Merge: merges the data from its input branches
5. Loop over tickets (Loop Over Items (Split in Batches)): loops over the items in batches
6. LLM extract & classify (Anthropic): uses Anthropic
7. SLA breached? (If): checks a condition and branches into true / false
8. Parse LLM output (Code): runs custom JavaScript code
9. Escalate to FM Management (Slack): uses Slack
10. Search technician (Airtable): search

…plus 4 more steps. See the full node list below.

Services it uses

AnthropicAirtableGmailSlack

Before you upgrade to n8n 3.0

Nodes used (12)

• Edit Fields (Set)n8n-nodes-base.set
• Mergen8n-nodes-base.merge
• Anthropic@n8n/n8n-nodes-langchain.anthropic
• Coden8n-nodes-base.code
• Ifn8n-nodes-base.if
• Loop Over Items (Split in Batches)n8n-nodes-base.splitInBatches
• Schedule Triggern8n-nodes-base.scheduleTrigger
• Webhookn8n-nodes-base.webhook
• Airtablen8n-nodes-base.airtable
• Gmailn8n-nodes-base.gmail
• Gmail Triggern8n-nodes-base.gmailTrigger
• Slackn8n-nodes-base.slack

From the author

How it works 1. Complaints arrive via Gmail or a web form webhook 2. Claude AI classifies each complaint: fault category, priority (P1/P2/P3), tenant tone, and drafts an acknowledgement email 3. The right technician is looked up in Airtable by fault category…

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