Turn Support Email Into a Triage Queue

I build Settl, an expense-splitting app, solo with Claude. This is how I turn support messages into a result I can inspect, including where the AI must stop.

The 30-second version

The workflow takes support messages, routing categories, urgency rules, account context, and human-escalation rules and returns a labelled queue with extracted facts, missing questions, risk flags, and optional reply drafts. Use Gmail, Help Scout, or Intercom as the trigger. n8n can call Claude, label the thread, and create the ticket.

Code handles exact calculations, validation, duplicate protection, and state changes. Claude handles messy language, classification, and drafts. A person approves anything irreversible, sensitive, or customer-facing.

Route first. Write second.

Download the runnable pack

Dry-run is the default. It returns labels and reply drafts but does not contact a customer or change an account.

Why the naive version fails

Most demos show one clean input moving into one polished output. Real work has missing fields, conflicting sources, timeouts, and duplicate events. A model may fill a blank because nobody told it to return null.

Here, the danger is auto-answering refunds, misreading urgency, exposing account data, or burying angry customers. The fix is a visible system with strict inputs, saved evidence, stop conditions, and one owner for exceptions.

Every run should answer:

What started it? The original event and received time.
What evidence did it use? Files, records, links, and dates.
What did code check? Validation, arithmetic, matching, and status.
What did Claude draft? Language, labels, or options.
Who approved the action? A person or an explicit safe rule.

Map and extract before building

Map the boundary first. This stops a small automation from quietly gaining permission to act.

Workflow: Turn Support Email Into a Triage Queue
Input: support messages, routing categories, urgency rules, account context, and human-escalation rules
Output: a labelled queue with extracted facts, missing questions, risk flags, and optional reply drafts

Return the trigger, strict input fields, rule or code steps, Claude steps, external actions, approval gates, and failure paths. Do not build yet.

Then turn the source into named fields. Keep the evidence beside each field so a reviewer can open the original.

Workflow: Turn Support Email Into a Triage Queue
Input: support messages, routing categories, urgency rules, account context, and human-escalation rules
Output: a labelled queue with extracted facts, missing questions, risk flags, and optional reply drafts

Extract only supported facts from the attached safe sample. Return valid JSON with source evidence, confidence, and missing_information. Use null for missing values. Do not infer or act.

Validate the extracted shape. Reject missing required fields or wrong types. Run totals, dates, matching, scoring, and permissions in code.

Add the controls that make it usable

Use this order whether you build with n8n, Make, Zapier, GitHub Actions, or a small service:

Receive and save the input. Assign a stable run ID before doing work.
Remove or protect sensitive data. Pass only the minimum needed fields.
Extract into a strict shape. Keep nulls and confidence visible.
Run exact checks. Validate fixed values outside the model.
Create a draft or proposed action. Do not execute it yet.
Apply the approval rule. A person reviews risky and customer-facing actions.
Execute once and save the result. Keep the external ID to block duplicates.
Queue failures. Never silently drop the original work.

Review the final draft before enabling actions:

Review this proposed turn support email into a triage queue output. List unsupported claims, missing fields, sensitive data, calculations that belong in code, and actions missing approval. Return PASS only when all are resolved.

Choose the smallest useful stack

Use Gmail, Help Scout, or Intercom as the trigger. n8n can call Claude, label the thread, and create the ticket.

Use n8n when the workflow mainly connects existing tools, needs visible branching, and will be maintained by an operator. Use GitHub Actions when the trigger and result live around code. Use a small service when you need strong tests, high volume, complex permissions, or careful retry behaviour.

Choose the place where your team can inspect a failed run and safely replay it. The useful result is not the diagram. It is evidence you can debug.

Test the ugly cases

Replay twenty old tickets and compare the agent route with the route your team actually chose.

Design eight tests for turn support email into a triage queue: normal, missing, malformed, duplicate, conflicting, permission failure, tool failure, and human stop. Give input, expected state, prohibited side effect, and saved evidence.

Save each test input and result. The workflow should finish once or stop visibly. It should never guess through a broken dependency.

Run this on your codebase

Paste this into Claude Code with the workflow files open. For n8n, attach the exported workflow JSON and safe sample payloads.

Workflow: Turn Support Email Into a Triage Queue
Input: support messages, routing categories, urgency rules, account context, and human-escalation rules
Output: a labelled queue with extracted facts, missing questions, risk flags, and optional reply drafts

Plan the implementation. Separate code from Claude, require source evidence, add duplicate protection, safe retries, approval before irreversible actions, logs, alerts, replay, and acceptance tests. Do not use real customer data. Stop for plan approval before building.