n8n + AI: Classify and route for New Messages Automatically
Every time a customer messages you on WhatsApp, this workflow hands it to OpenAI, which reads it, tags the topic and urgency, and routes it to the right person. You get every message auto-sorted and assigned without lifting a finger.
- 1
Trigger when a customer messages you on WhatsApp
A
WhatsApp Triggerstarts the workflow the moment a customer messages you on WhatsApp. - 2
Hand it to the AI agent
An
AI Agentnode running OpenAI reads it, tags the topic and urgency, and routes it to the right person. The prompt is pre-written and scoped to this one job so results stay consistent. - 3
Deliver the routing
The result is sent to Gmail — with the original for context.
- 4
Add a safety net (optional)
Insert an
IF/human-approval step before anything is published or emailed, so you stay in control until you trust the output.
Frequently asked questions
Can I trust the AI to get the routing right?
The prompt is tightly scoped to one job and you can add a human-approval step in n8n before anything is sent or published. Start with review-mode for a week, and once you trust the output, switch it to fully automatic.
Does this need n8n Cloud or can I self-host?
Either works. The workflow is a standard n8n export, so you can run it on n8n Cloud or on your own self-hosted instance — you only connect your own app credentials.
How do I import the workflow into n8n?
Download the JSON, then in n8n open a new workflow, choose ⋯ → Import from file, and select it. Every trigger, node and connection appears on the canvas; you just add your credentials and activate it.
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