See llms.txt for all machine-readable content.

Back to Templates

Triage warranty claims and chase stale reviews with Sheets, Gmail, Telegram, and GPT-4o

Created by

Created by: Khaisa Studio || khaisastudio
Khaisa Studio

Last update

Last update 2 days ago

Categories

Warranty claims arrive through email, chat and web forms, and each one needs a person to read it, check the purchase date and decide whether it is covered. This workflow takes the claim as a webhook POST, blocks incomplete and duplicate claims, gets a coverage decision from a GPT-6.1-sol agent, double checks that decision against the dates, and keeps chasing the team until claims waiting for review are decided.

Last updated: November 2026.

Quick Overview

A claim arrives at the warranty/claim webhook and is normalized into one record. Claims missing an email, product, purchase date or issue are rejected with a Telegram alert. Complete claims are compared with the Claims sheet, and a repeat claim id or the same serial number from the same customer on an open or approved claim is skipped with a duplicate alert. New claims go to the AI agent, and a validation step recomputes warranty coverage from the purchase date and warranty months. Any disagreement, unknown decision or missing reason turns an approval into a review. The claim is logged, the customer gets a Gmail update for every outcome, and the send is recorded on the claim row. A weekday follow-up lane reminds the team about claims stuck in review, and the monthly report is built from computed counts.

How it works

  1. When Claim Submitted receives the POST and Set Normalized Claim Fields builds the claim record.
  2. Check Email Provided requires email, product, purchase date and issue. Incomplete claims trigger Alert Invalid Claim on Telegram.
  3. Read Existing Claims and Check Duplicate Claim look for the same claim id, or the same serial and email on an open or approved claim. Is Duplicate Claim? sends repeats to Alert Duplicate Claim.
  4. AI Analyze Warranty Claim returns decision, coverage, suggested action and reason, and Set AI Evaluation Results maps them to fields.
  5. Validate AI Decision recomputes coverage from the dates, flags disagreements and never lets a flagged claim stay approved.
  6. Append Claim to Google Sheets logs the claim with its status, check flags and empty tracking columns.
  7. If Requires Manual Review sends review and rejected claims to Notify Team on Telegram and Send Decision Email via Gmail. Approved claims go to Telegram Confirm Approval and Email Approval to Customer.
  8. Both emails retry three times. Record Email Sent marks the row as notified with the Gmail id, and Alert Email Failure tells the team to call the customer if Gmail keeps failing.
  9. Daily Review Follow-up 10am runs on weekdays. Find Stale Reviews picks claims in review for two days or more, and Remind Team About Stale Claim plus Update Follow-up Count nudge the team every two days, three times at most.
  10. On the first of the month, Aggregate Monthly Claims counts last month by status, product, flags and follow-ups. The AI only writes highlights, which Parse Monthly Summary adds before the Telegram report.

Setup

  1. Point your claim form at the warranty/claim webhook with the claim fields in the JSON body.
  2. Add an OpenAI credential to both chat model nodes. The models are set to gpt-4o-mini.
  3. Connect Google Sheets and create a Claims tab with the original claim columns plus check_flags, customer_notified, notified_at, gmail_id, followups and last_reminder_at.
  4. Add a Telegram bot and replace chat id 123456789 on every Telegram node.
  5. Add a Gmail credential to both email nodes.

Quick Answers

Can the AI approve a claim that is out of warranty?
No. Validate AI Decision checks the dates itself and turns any flagged approval into a review.

What happens to duplicate claims?
They are skipped before the AI runs and the team gets a Telegram note naming the original claim.

How long can a claim sit in review?
After two days the team is reminded every two days, up to three times, and each reminder is counted on the row.

How do I know the customer was told?
Record Email Sent sets customer_notified to yes with the Gmail id. Failed sends raise a Telegram alert.

Additional info

Built with n8n. Need an assessment on your business? Feel free to reach out at https://khmuhtadin.com/consultation/