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Create Specialized Support Agents

Support Inbox Commander - Challenge 4 of 6
Difficulty
4/10
Tags
AI AgentOpenAIAI Agents
Requirements
OpenAI API credentials configured in n8nCompleted "Route Emails by Category" challenge

The outcome: After this challenge, you'll have four AI employees - Carrie Cares for support, Penny Wise for finance, Buzz Builder for marketing, and ASAP Annie for urgent issues. Each one knows their role and responds appropriately.

Why this matters: Generic AI responses feel robotic and inconsistent. Companies hire specialists because different situations need different expertise. You're building a team of AI specialists - the difference between "AI that sounds like ChatGPT" and "AI that sounds like your best customer support rep."

AI Agents use system prompts to define their role, tone, and behavior. The same AI model becomes four different personalities based on how you instruct it.

What you'll learn:

  • AI Agent nodes - conversational AI with custom behavior
  • System prompts - defining personality, role, and guidelines
  • Consistent brand voice - making AI sound like your company

Your Task

  1. 1Copy the exercise below
  2. 2Paste into your n8n editor (Ctrl+V)
  3. 3Solve it — use hints if you get stuck
  4. 4Check the solution when done

Create four specialized AI agents for your email categories:

  1. High Priority Agent
    • Name: ASAP Annie
    • Role: Summarize urgent emails and prepare escalation
    • System prompt should focus on extracting key information quickly
  2. Customer Support Agent
    • Name: Carrie Cares
    • Role: Friendly support representative
    • System prompt should be helpful and professional
  3. Finance Agent
    • Name: Penny Wise
    • Role: Finance department representative
    • System prompt should be precise and professional
  4. Promotions Agent
    • Name: Buzz Builder
    • Role: Marketing coordinator
    • System prompt should be engaging and opportunistic

Connect each agent after its corresponding Gmail label node from Challenge 3.

Input to each agent: Include the sender's name/email and the full email text.

Hints

  1. Add an AI Agent node after each Gmail label node
  2. Set the prompt input to include email context: 
    Email from: {{ $('Gmail Trigger').item.json.from.value[0].address }}

Email content: 

3. For each agent's system prompt, include:
- The agent's name and role
- How they should respond
- Any brand guidelines (sign off with name and company)
4. Example system prompt for Customer Support:

Overview

You are Carrie Cares, a customer support representative at ABC Corp. Your job is to respond to customer inquiries in a friendly and professional manner.

Guidelines

  • Be helpful and empathetic
  • Provide clear answers
  • If you can't resolve, offer to escalate
  • Always sign off as "Carrie from ABC Corp"
5. Connect an OpenAI Chat Model to each agent

Explanation

System Prompts Are Your Agent's Personality:

The system prompt defines everything about how your agent behaves:

  • Its name and role
  • Communication style and tone
  • What it should and shouldn't do
  • How to handle edge cases

Writing Effective Prompts:

Good system prompts include:

  1. Role definition: "You are Carrie Cares, a customer support representative"
  2. Context: "You work at ABC Corp and handle customer inquiries"
  3. Guidelines: Specific instructions on tone, format, and behavior
  4. Boundaries: What the agent should NOT do
  5. Signature: How to sign off responses

Why Specialized Agents?

Each email type has different needs:

  • High Priority: Speed and clarity matter most
  • Support: Empathy and helpfulness
  • Finance: Precision and professionalism
  • Promotions: Engagement and opportunity

A single generic agent would give inconsistent responses. Specialized agents maintain quality across all categories.

Next Step:

Currently, agents can draft responses but can't take action. In the next challenge, you'll add tools that let agents send emails and escalate issues.

Copy the Solution

Paste into n8n with Ctrl+V to compare with your approach.

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Step 4 of 6

Next up

Add Escalation Tools to Agents

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