Problem

Support teams get the same questions again and again, but some cases still need a real person.

What I built

I built an n8n workflow that checks a Google Sheets knowledge base, answers simple questions with AI, logs the ticket and sends harder cases to a person through Telegram.

Workflow

Webhook
→ Get knowledge base
→ Prepare knowledge base
→ AI Support Triage
→ Log Support Ticket
→ Support Route
   → AI reply
   → Human escalation → Telegram alert → Human reply

Tech

• n8n
• Groq API
• Google Sheets
• Telegram API
• Webhooks
• Structured JSON output

Tested

• FAQ question gets an AI reply
• Chargeback request goes to a human
• Support ticket is logged
• Webhook returns JSON

Screenshots

These screenshots show the workflow in action, including a normal AI reply and a case that gets sent to a human.