How to triage service requests into Airtable and auto-reply with n8n

Customer supportn8n

The problem

A local service business (the source example is a car repair shop) gets web-form requests of every kind. Sorting them by job type and urgency and replying quickly is manual work.

Tools needed

• n8n
• Web form
• LLM
• Airtable
• Email

Step-by-step recipe

1. Send each web-form submission to an n8n webhook.
2. Have the AI classify the request by job type and urgency and write a short summary.
3. Create an Airtable record with those fields plus a status.
4. Send the customer an instant reply acknowledging the request.
5. Flag uncertain cases for human review, and send a polite automatic decline when the request is out of scope.

Copyable prompt

You triage requests for [SHOP NAME], a [TYPE OF BUSINESS] that offers: [LIST OF SERVICES].
Return JSON with: job_type (one of the services above or "other"), urgency (today | this week | flexible), summary (one sentence), in_scope (true/false), needs_human (true if you are unsure about anything), customer_reply (2-3 sentences; if out of scope, decline politely and suggest [ALTERNATIVE]).

Request: {{form_data}}

What the builder reported

The demo shows an Airtable base tracking job status and timestamps for processed requests. No metrics were shared.

These are the source author's own claims. AgentRecipes has not tested or verified them.

Watch out for

• Write down exactly which jobs are in scope, otherwise the decline rule will misfire.
• Check the human-review queue at least daily so flagged customers aren't left waiting.

Source

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