Automated Email Classification, SLA Monitoring, and Escalation Management

An AI-powered customer support automation system built with n8n to classify incoming support requests, assign priorities, track service-level deadlines, and escalate overdue tickets.

The solution combines AI-based email analysis with automated SLA monitoring, structured support logs, and Telegram notifications to improve visibility into customer support operations.

Project Type: AI Automation / Customer Support Operations

Core Platform: n8n

Integrations: Gmail, Google Sheets, AI Models, Telegram

Context

HouseBox is an online store specializing in home goods. Its customer support team handles inquiries related to order delivery, payments, returns, damaged products, and complaints.

As the volume of customer inquiries grows, manually reviewing emails, assigning priorities, tracking response deadlines, and following up on overdue requests becomes increasingly difficult.

The goal of this project was to build an automated support workflow that classifies incoming emails, organizes support data, monitors SLA deadlines, and notifies responsible team members when action is required.

The solution was designed using n8n, AI-based classification, Google Sheets, and Telegram.

Problem

The customer support process faced several operational challenges:

• High volume of repetitive inquiries: A significant share of incoming messages concerned order status and delivery.
• Manual email classification: Support requests needed to be categorized and assigned appropriate priorities.
• Limited SLA visibility: Response deadlines could be missed without a systematic monitoring process.
• Delayed escalation: Managers needed a reliable way to identify overdue requests and intervene when necessary.
• Fragmented support information: Request details, ownership, priority, and notification status needed to be tracked in a structured format.

The objective was to automate request processing and introduce a consistent escalation mechanism to help the team respond to important customer issues on time.

Solution