AI-Powered Customer Support Automation Workflow

This workflow replaces manual ticket sorting with an AI-driven triage system. It:

• Extracts ticket details from form submissions
• Uses AI to classify priority + category
• Logs all tickets in your WorqHat database
• Sends an acknowledgement email to the customer
• Automatically routes internal alerts to the right team

A single pipeline now manages the entire support lifecycle with consistency and accuracy.

Workflow Summary (7 Nodes)

1. REST API Trigger

Activated whenever a support form is submitted.

Accepts formdata including:

• email
• username
• message
• attachments (optional)

Feeds raw inputs to the AI node.

2. Text Generation (AI Analysis)

Purpose: Clean and interpret user-submitted data.

The AI performs three operations:

• Extracts structured fields (username, issue summary, keywords)
• Determines priority (high / medium / low)
• Determines category (bug / billing / default)

Generates:

• personalized acknowledgement mail text
• the "case type" value to drive routing

The output is used by both the database and Switch node.

3. Add New Data

Logs each ticket into your collection with the following fields:

• id - Auto-generated ticket ID
• email - Customer email address
• query - Issue summary extracted from the message
• status - Ticket status (set to "open")
• priority - AI-assigned priority (high / medium / low)
• username - Customer username
• created_at - Timestamp of ticket creation
• updated_at - Timestamp of last update
• resolved_at - Resolution timestamp (null initially)

This becomes the single source of truth for all support activity.

4. Send Mail (Customer Acknowledgement)

Sends an automated confirmation to the user:

• includes ticket ID
• includes AI-generated personalized message
• assures follow-up based on urgency

Delivered instantly after form submission.

5. Switch Case

Reads the category generated by the AI.

Routes the ticket to the appropriate internal team:

• Bug → Engineering
• Billing → Finance
• default → Support Queue

Each branch goes to its own mailer.

6. Internal Mail Nodes

Each category (bug, billing, default) sends a targeted internal email containing:

• ticket details
• user info (email, username)
• priority
• query summary
• direct link to the database record

Ensures the right team receives the right ticket instantly.

7. Return State

Returns a structured JSON confirming:

• workflow completed
• category assigned
• customer notified
• team notified

Useful for monitoring, dashboards, or chaining additional workflows.

Outcomes

• Automatic triage for all incoming support tickets
• Consistent prioritization using AI-driven analysis
• Zero manual sorting inside the support inbox
• Faster escalation to engineering and finance
• Improved customer experience with immediate acknowledgement
• Centralized database for reporting and QA

Recommended Extensions

• Add Slack/Discord notifications for critical priority tickets
• Add HTML → PDF for generating internal ticket reports
• Add Loop Mail for multi-team alerts (e.g., security issues)
• Add If-Else logic to escalate High Priority bugs directly
• Add Text Gen to draft suggested replies for support agents

Next Steps

Use this pattern to automate any support or operations pipeline:

• onboarding forms
• refund requests
• lead qualification
• escalation workflows

👉 Build this workflow in WorqHat and transform your support operations.