Spec: AI Support Routing Workflow

Spec project. A concept for an AI-assisted customer support workflow that helps a team handle recurring requests through a consistent process.

Support requests often arrive through a shared inbox, website chat, or Telegram. Repetitive questions, missing context, and manual triage can slow down the team and make handoffs harder to track.

A new message enters through the selected support channel.

The workflow identifies the request type and collects the information needed for the next step.

AI classifies the message by intent, such as a common question, support request, or escalation.

A defined response, notification, or routing action is triggered for that request type.

Requests that need human attention are passed to the right person with the relevant context.

The workflow can record the request or status in a connected tool, such as a CRM or Google Sheets.

Make or n8n for workflow orchestration

OpenAI for intent classification and AI-assisted responses

Gmail, Telegram, or a website chat tool for support intake

Webhooks, CRM integrations, and Google Sheets for routing and record keeping

A reusable support-automation pattern for handling a single channel of inbound requests. The message types, escalation rules, responses, and connected tools can be configured around a team's existing support process.