{
  "name": "02 - AI Customer Support with Escalation",
  "nodes": [
    {
      "id": "node-1",
      "name": "Gmail Trigger - Support Inbox",
      "type": "n8n-nodes-base.gmailTrigger",
      "typeVersion": 1.2,
      "position": [240, 300],
      "credentials": { "gmailOAuth2": { "id": "YOUR_GMAIL_CREDENTIAL_ID", "name": "Gmail account" } },
      "parameters": {
        "filters": { "labelIds": ["Label_support"], "readStatus": "unread" },
        "pollTimes": { "item": [{ "mode": "everyX", "value": 5, "unit": "minutes" }] }
      }
    },
    {
      "id": "node-2",
      "name": "OpenAI - Classify & Draft Reply",
      "type": "n8n-nodes-base.openAi",
      "typeVersion": 1.8,
      "position": [480, 300],
      "credentials": { "openAiApi": { "id": "YOUR_OPENAI_CREDENTIAL_ID", "name": "OpenAI account" } },
      "parameters": {
        "resource": "chat",
        "operation": "complete",
        "modelId": { "__rl": true, "value": "gpt-4o", "mode": "list", "cachedResultName": "gpt-4o" },
        "messages": {
          "values": [
            { "role": "system", "content": "You are a customer support AI. Analyze the ticket and return ONLY valid JSON: {\"category\": string, \"urgency\": \"low|medium|high|critical\", \"canAutoResolve\": boolean, \"suggestedResponse\": string, \"summary\": string}" },
            { "role": "user", "content": "=Ticket from {{ $json.from.value[0].address }}\nSubject: {{ $json.subject }}\nBody: {{ $json.text || $json.html }}" }
          ]
        },
        "options": { "temperature": 0.2 }
      }
    },
    {
      "id": "node-3",
      "name": "Code - Parse Classification",
      "type": "n8n-nodes-base.code",
      "typeVersion": 2,
      "position": [720, 300],
      "parameters": {
        "jsCode": "const ai = JSON.parse($input.first().json.message.content);\nconst email = $('Gmail Trigger - Support Inbox').first().json;\nreturn [{ json: { ...email, ...ai, sender_email: email.from.value[0].address } }];"
      }
    },
    {
      "id": "node-4",
      "name": "IF - Can Auto Resolve",
      "type": "n8n-nodes-base.if",
      "typeVersion": 2,
      "position": [960, 300],
      "parameters": {
        "conditions": {
          "conditions": [{ "id": "c1", "leftValue": "={{ $json.canAutoResolve }}", "rightValue": true, "operator": { "type": "boolean", "operation": "true" } }],
          "combinator": "and"
        }
      }
    },
    {
      "id": "node-5",
      "name": "Gmail - Send AI Reply",
      "type": "n8n-nodes-base.gmail",
      "typeVersion": 2.1,
      "position": [1200, 160],
      "credentials": { "gmailOAuth2": { "id": "YOUR_GMAIL_CREDENTIAL_ID", "name": "Gmail account" } },
      "parameters": {
        "resource": "message",
        "operation": "send",
        "sendTo": "={{ $json.sender_email }}",
        "subject": "=Re: {{ $json.subject }}",
        "message": "={{ $json.suggestedResponse }}\n\nBest regards,\nSupport Team",
        "options": {}
      }
    },
    {
      "id": "node-6",
      "name": "Google Sheets - Log Resolution",
      "type": "n8n-nodes-base.googleSheets",
      "typeVersion": 4.5,
      "position": [1440, 160],
      "credentials": { "googleSheetsOAuth2Api": { "id": "YOUR_GOOGLE_SHEETS_CREDENTIAL_ID", "name": "Google Sheets account" } },
      "parameters": {
        "resource": "sheet",
        "operation": "appendOrUpdate",
        "documentId": { "__rl": true, "value": "YOUR_SPREADSHEET_ID", "mode": "id" },
        "sheetName": { "__rl": true, "value": "Tickets", "mode": "name" },
        "columns": {
          "mappingMode": "defineBelow",
          "value": {
            "From": "={{ $json.sender_email }}",
            "Subject": "={{ $json.subject }}",
            "Category": "={{ $json.category }}",
            "Urgency": "={{ $json.urgency }}",
            "Status": "Auto-Resolved",
            "Date": "={{ new Date().toISOString() }}"
          }
        },
        "options": {}
      }
    },
    {
      "id": "node-7",
      "name": "Zendesk - Create Escalation Ticket",
      "type": "n8n-nodes-base.zendesk",
      "typeVersion": 1,
      "position": [1200, 440],
      "credentials": { "zendeskApi": { "id": "YOUR_ZENDESK_CREDENTIAL_ID", "name": "Zendesk account" } },
      "parameters": {
        "resource": "ticket",
        "operation": "create",
        "subject": "={{ $json.subject }}",
        "comment": { "body": "={{ $json.text || $json.html }}" },
        "additionalFields": {
          "requester_email": "={{ $json.sender_email }}",
          "priority": "={{ $json.urgency }}",
          "tags": ["ai-classified", "needs-human", "={{ $json.category }}"]
        }
      }
    },
    {
      "id": "node-8",
      "name": "Slack - Escalation Alert",
      "type": "n8n-nodes-base.slack",
      "typeVersion": 2.3,
      "position": [1440, 440],
      "credentials": { "slackApi": { "id": "YOUR_SLACK_CREDENTIAL_ID", "name": "Slack account" } },
      "parameters": {
        "resource": "message",
        "operation": "send",
        "channel": { "__rl": true, "value": "#support-escalations", "mode": "name" },
        "text": "=🎫 Ticket needs human agent!\n*From:* {{ $json.sender_email }}\n*Subject:* {{ $json.subject }}\n*Category:* {{ $json.category }}\n*Urgency:* {{ $json.urgency }}\n*Summary:* {{ $json.summary }}",
        "otherOptions": {}
      }
    }
  ],
  "connections": {
    "Gmail Trigger - Support Inbox": { "main": [[{ "node": "OpenAI - Classify & Draft Reply", "type": "main", "index": 0 }]] },
    "OpenAI - Classify & Draft Reply": { "main": [[{ "node": "Code - Parse Classification", "type": "main", "index": 0 }]] },
    "Code - Parse Classification": { "main": [[{ "node": "IF - Can Auto Resolve", "type": "main", "index": 0 }]] },
    "IF - Can Auto Resolve": {
      "main": [
        [{ "node": "Gmail - Send AI Reply", "type": "main", "index": 0 }],
        [{ "node": "Zendesk - Create Escalation Ticket", "type": "main", "index": 0 }]
      ]
    },
    "Gmail - Send AI Reply": { "main": [[{ "node": "Google Sheets - Log Resolution", "type": "main", "index": 0 }]] },
    "Zendesk - Create Escalation Ticket": { "main": [[{ "node": "Slack - Escalation Alert", "type": "main", "index": 0 }]] }
  },
  "settings": { "executionOrder": "v1" },
  "active": false,
  "tags": [{ "name": "Portfolio" }, { "name": "Customer Service" }, { "name": "AI" }]
}