Las empresas actuales utilizan la IA de forma extensiva para la automatización del soporte al cliente. Sin embargo, la IA no es infalible: siempre habrá escenarios que requieran supervisión humana.
En este artículo exploraremos cómo puedes crear un flujo de trabajo robusto en n8n que aproveche Wassenger para la automatización de WhatsApp, los modelos de Chat de OpenAI y que escale de forma fluida a asistencia humana mediante Slack cuando sea necesario.
👉 Descubre nuestra nueva función flows para transformar tu servicio al cliente hoy! ⚡
⚙️ Qué aprenderás:
- Configurar Wassenger con n8n
- Integrar el modelo de Chat de OpenAI en tu flujo de n8n
- Crear mensajes de sistema dinámicos para agentes de IA con comportamientos definidos
- Diseñar una ruta de escalado a agentes humanos usando Slack
🚀 Herramientas que utilizaremos:
- Wassenger: plataforma de automatización de WhatsApp (Flows)
- OpenAI: API de chat completions impulsada por IA
- Slack: herramienta de comunicación de equipo para escalado humano
👉 Comienza tu prueba gratuita de 7 días en Wassenger y aprovecha nuestros potentes flujos de automatización de WhatsApp para transformar tu servicio al cliente hoy! ⚡
🔧 Guía paso a paso:
✅ Paso 1: Configurar el trigger de Wassenger
- Conecta tu cuenta de Wassenger a n8n.
- Configura un nodo trigger de Wassenger para iniciar flujos al recibir mensajes de WhatsApp.
✅ Paso 2: Añadir el modelo de Chat de OpenAI
- Integra el nodo de OpenAI en n8n.
- Establece tus credenciales de OpenAI.
- Configura el nodo de IA para recibir mensajes de Wassenger y generar respuestas.
✅ Paso 3: Configurar el agente de IA (comportamiento personalizado)
- Crea un prompt de sistema claro y preciso que defina las tareas que el agente de IA puede y no puede manejar (como se muestra a continuación).
- Configura el nodo del agente de IA en n8n para usar este prompt de sistema y así obtener interacciones precisas y relevantes.
Aquí puedes encontrar un mensaje de ejemplo que usamos y que puedes modificar con la información de tu negocio
You are an AI-powered Wassenger Customer Support Agent. Your primary role is to assist users by clearly, precisely, and politely answering questions related to the Wassenger platform, its API, integrations, configurations, usage instructions, and best practices.
Your tone must always be friendly, helpful, and professional.
🚩 Tasks you CAN perform: ✅ General Information:
Explain Wassenger features and functionalities clearly.
Assist users navigating through the Wassenger interface and options.
Provide clear guidance on how to use Wassenger’s API endpoints, with examples.
✅ Integrations:
Explain how Wassenger integrates with other services such as n8n, Zapier, Make, Google Sheets, CRMs, etc.
Guide users on creating automated workflows and custom integrations.
✅ Troubleshooting:
Provide solutions for common usage issues, such as connection or session problems.
Guide on best practices for avoiding common issues, such as WhatsApp number bans.
✅ Documentation and Tutorials:
Direct users to specific help-center articles and documentation.
Provide code snippets and configuration examples as documented officially.
✅ Platform Configuration:
Explain features such as chat assignment, labels, quick replies, automatic responses, etc.
Help users set up and manage departments, roles, permissions, and team settings.
🚫 Tasks you CANNOT perform (Always escalate to human agents): If users ask questions in these categories, kindly inform them clearly and politely that their request needs to be escalated to a human agent:
⚠️ Billing and Payments:
Issues with payments, invoices, refunds, cancellations, payment method changes, upgrades, downgrades, or subscription modifications.
Example reply:
"I see your query relates to billing and payments. I'm unable to access or handle payment information for security reasons. I'll escalate your request to our human support team who will assist you shortly."
⚠️ Account Ownership and Personal Data:
Changes to account ownership or sensitive data (emails, passwords, phone number transfers).
Personal data removal, export requests (GDPR-related), or account deletion.
Example reply:
"For privacy and security reasons, I can't manage personal data or account ownership requests. Let me forward your request to our support team who will help you further."
⚠️ Legal & Compliance:
GDPR and compliance-related questions or data privacy queries.
Requests related to terms of service, legal contracts, NDAs, or compliance documentation.
Example reply:
"Your question about legal or compliance topics requires specialized attention. I will escalate your request to our compliance team to assist you better."
⚠️ Advanced Technical Issues (that exceed documented knowledge):
Complex system issues, recurring API errors unexplained by standard troubleshooting steps.
Example reply:
"Your issue seems to require an in-depth technical investigation. I'll escalate this to our technical team so they can thoroughly review and assist you."
⚠️ Urgent and Business-critical Issues:
Issues that are identified by users as critical to their business operations.
Example reply:
"Given the urgency and importance of your issue, I will forward your query immediately to our dedicated support team who will reach out to you shortly."
🎯 Procedimiento general de escalado: Indica claramente por qué no puedes ayudar.
Asegura cortésmente al usuario que su consulta será atendida pronto por un humano.
Escala inmediatamente el problema del usuario al equipo apropiado de Wassenger o a la cola de soporte.
- When scalating the message take the info from {{ $('Wassenger Trigger').item.json.data.body }} content
✅ Paso 4: Añadir Simple Memory
- Incluye el nodo “Simple Memory” para almacenar y recuperar el contexto de la conversación, asegurando interacciones coherentes.
✅ Paso 5: Escalado humano usando un flujo de trabajo de herramienta personalizada
- Si la IA no está segura sobre la petición del usuario, disparamos un sub-flujo.
- Configura un nodo de lógica condicional para determinar si se han proporcionado datos del usuario (como el correo electrónico).
✅ Paso 6: Integración con Slack para asistencia humana
- Usa un nodo de Slack para notificar a los equipos de soporte humano con detalles críticos (consulta del usuario, información de contacto).
- Solicita al usuario que proporcione su dirección de correo electrónico si no la ha suministrado aún.
👉 Comienza tu prueba gratuita de 7 días en Wassenger y aprovecha nuestros potentes flujos de automatización de WhatsApp para transformar tu servicio al cliente hoy! ⚡
📐 Descripción detallada del sub-flujo
Explica claramente cómo funciona tu sub-flujo, incluyendo:
- Verificar si se ha proporcionado un correo electrónico.
- Enviar mensajes al usuario si falta el correo.
- Alertar a los agentes humanos en Slack de forma clara e informativa.
- Confirmar los mensajes de escalado y las notificaciones al usuario.
📷 Flujo de trabajo (JSON incluido)
{
"name": "Ask a human for help when the AI doesn't know the answer",
"nodes": [
{
"parameters": {
"content": "### Main workflow: AI agent using custom tool",
"height": 486.5625,
"width": 927.5,
"color": 7
},
"id": "48f18cda-7baf-4c63-9c48-b27236ec009d",
"name": "Sticky Note2",
"type": "n8n-nodes-base.stickyNote",
"position": [0, 0],
"typeVersion": 1
},
{
"parameters": {
"content": "**This tool calls the sub-workflow below**",
"height": 179,
"width": 297,
"color": 5
},
"id": "8102f76d-9d93-4754-9eb2-73a87f24204e",
"name": "Sticky Note",
"type": "n8n-nodes-base.stickyNote",
"position": [560, 240],
"typeVersion": 1
},
{
"parameters": {
"content": "**Set your credentials**",
"height": 213.44323866265472,
"width": 150,
"color": 2
},
"id": "1e3fbc3a-c7fc-4046-8b31-bc1e2880b522",
"name": "Sticky Note5",
"type": "n8n-nodes-base.stickyNote",
"position": [200, 220],
"typeVersion": 1
},
{
"parameters": {
"model": {
"__rl": true,
"mode": "list",
"value": "gpt-4o-mini"
},
"options": {}
},
"id": "6a39707e-db29-4590-b1c8-ca2e18c7c61b",
"name": "OpenAI Chat Model",
"type": "@n8n/n8n-nodes-langchain.lmChatOpenAi",
"position": [240, 300],
"typeVersion": 1.2,
"credentials": {
"openAiApi": {
"id": "id_number",
"name": "OpenAi account 13"
}
}
},
{
"parameters": {
"sessionIdType": "customKey",
"sessionKey": "={{ $('Wassenger Trigger') }}",
"contextWindowLength": 20
},
"id": "c63f495c-ec2a-4ccc-92db-89f2649fad26",
"name": "Simple Memory",
"type": "@n8n/n8n-nodes-langchain.memoryBufferWindow",
"position": [420, 300],
"typeVersion": 1.3
},
{
"parameters": {
"name": "dont_know_tool",
"description": "Use this tool if you don't know the answer to the user's question, or if you're not very confident about your answer.",
"workflowId": {
"__rl": true,
"value": "CotpNRS12t1hzys2",
"mode": "list",
"cachedResultName": "My Sub-Workflow 1"
},
"workflowInputs": {
"mappingMode": "defineBelow",
"value": {},
"matchingColumns": [],
"schema": [],
"attemptToConvertTypes": false,
"convertFieldsToString": false
}
},
"id": "4ef494b9-439b-4857-9a90-96e9a542af86",
"name": "Not sure?",
"type": "@n8n/n8n-nodes-langchain.toolWorkflow",
"position": [620, 260],
"typeVersion": 2
},
{
"parameters": {
"promptType": "define",
"text": "={{ $('Wassenger Trigger') }}",
"options": {
"systemMessage": "=You are an AI-powered Wassenger Customer Support Agent.Your primary role is to assist users by clearly, precisely, and politely answering questions related to the Wassenger platform, its API, integrations, configurations, usage instructions, and best practices.\n\nYour tone must always be friendly, helpful, and professional.\n\n🚩 Tasks you CAN perform:\n✅ General Information:\n\nExplain Wassenger features and functionalities clearly.\n\nAssist users navigating through the Wassenger interface and options.\n\nProvide clear guidance on how to use Wassenger’s API endpoints, with examples.\n\n✅ Integrations:\n\nExplain how Wassenger integrates with other services such as n8n, Zapier, Make, Google Sheets, CRMs, etc.\n\nGuide users on creating automated workflows and custom integrations.\n\n✅ Troubleshooting:\n\nProvide solutions for common usage issues, such as connection or session problems.\n\nGuide on best practices for avoiding common issues, such as WhatsApp number bans.\n\n✅ Documentation and Tutorials:\n\nDirect users to specific help-center articles and documentation.\n\nProvide code snippets and configuration examples as documented officially.\n\n✅ Platform Configuration:\n\nExplain features such as chat assignment, labels, quick replies, automatic responses, etc.\n\nHelp users set up and manage departments, roles, permissions, and team settings.\n\n🚫 Tasks you CANNOT perform(Always escalate to human agents):\nIf users ask questions in these categories, kindly inform them clearly and politely that their request needs to be escalated to a human agent:\n\n⚠️ Billing and Payments:\n\nIssues with payments, invoices, refunds, cancellations, payment method changes, upgrades, downgrades, or subscription modifications.\n\nExample reply:\n\n\"I see your query relates to billing and payments.I'm unable to access or handle payment information for security reasons.I'll escalate your request to our human support team who will assist you shortly.\"\n\n⚠️ Account Ownership and Personal Data:\n\nChanges to account ownership or sensitive data(emails, passwords, phone number transfers).\n\nPersonal data removal, export requests(GDPR-related), or account deletion.\n\nExample reply:\n\n\"For privacy and security reasons, I can't manage personal data or account ownership requests.Let me forward your request to our support team who will help you further.\"\n\n⚠️ Legal & Compliance:\n\nGDPR and compliance-related questions or data privacy queries.\n\nRequests related to terms of service, legal contracts, NDAs, or compliance documentation.\n\nExample reply:\n\n\"Your question about legal or compliance topics requires specialized attention.I will escalate your request to our compliance team to assist you better.\"\n\n⚠️ Advanced Technical Issues(that exceed documented knowledge):\n\nComplex system issues, recurring API errors unexplained by standard troubleshooting steps.\n\nExample reply:\n\n\"Your issue seems to require an in-depth technical investigation.I'll escalate this to our technical team so they can thoroughly review and assist you.\"\n\n⚠️ Urgent and Business-critical Issues:\n\nIssues that are identified by users as critical to their business operations.\n\nExample reply:\n\n\"Given the urgency and importance of your issue, I will forward your query immediately to our dedicated support team who will reach out to you shortly.\"\n\n🎯 General Escalation Procedure:\nClearly state why you cannot assist.\n\nPolitely assure the user that their query will be addressed promptly by a human.\n\nImmediately escalate the user's issue to the appropriate Wassenger team or support queue.\n\n- When scalating the message take the info from {{ $('Wassenger Trigger').item.json.data.body }} content\n\n"
}
},
"id": "0cf88611-4e6f-4b7e-b7f2-0d121b6a12b0",
"name": "AI Agent",
"type": "@n8n/n8n-nodes-langchain.agent",
"position": [300, 60],
"typeVersion": 1.8
},
{
"parameters": {
"device": "device_id",
"events": ["message:in:new"],
"sampleEvent": "inbound-text"
},
"type": "n8n-nodes-wassenger.wassengerTrigger",
"typeVersion": 1,
"position": [80, 60],
"id": "b35532e3-7e3b-443b-bb37-9e06dba415c7",
"name": "Wassenger Trigger",
"webhookId": "3ab2aa49-81f1-40b8-942d-151861217f5b",
"credentials": {
"wassengerApiKey": {
"id": "api_key",
"name": "Wassenger Key account 9"
}
}
},
{
"parameters": {
"content": "### Sub-workflow: Custom tool\nThe agent above can call this workflow.It checks if the user has supplied an email address.If they haven't it prompts them to provide one.If they have, it messages a customer support channel for help.",
"height": 775.3931210698682,
"width": 1118.3459011229047,
"color": 7
},
"id": "b40a664b-0b76-4201-9b52-b35d7608063a",
"name": "Sticky Note1",
"type": "n8n-nodes-base.stickyNote",
"position": [0, 500],
"typeVersion": 1
},
{
"parameters": {
"content": "**Set your credentials and Slack details**",
"height": 250.57252651663197,
"width": 178.0499248677781,
"color": 2
},
"id": "d6901508-7d25-4a79-a569-94dd1a0ca064",
"name": "Sticky Note4",
"type": "n8n-nodes-base.stickyNote",
"position": [520, 700],
"typeVersion": 1
},
{
"parameters": {
"content": "## Next steps\n\nLearn more about [Advanced AI in n8n](https://docs.n8n.io/advanced-ai/)",
"height": 145
},
"id": "bcf8c374-c209-40ab-b5cc-5b73fbc27eaa",
"name": "Sticky Note6",
"type": "n8n-nodes-base.stickyNote",
"position": [820, 1060],
"typeVersion": 1
},
{
"parameters": {
"workflowInputs": {
"values": [
{
"name": "chatInput"
}
]
}
},
"id": "be94ed3b-5f7c-4693-a1c2-152a8128d576",
"name": "When Executed by Another Workflow",
"type": "n8n-nodes-base.executeWorkflowTrigger",
"position": [100, 900],
"typeVersion": 1.1
},
{
"parameters": {
"conditions": {
"options": {
"version": 2,
"leftValue": "",
"caseSensitive": true,
"typeValidation": "strict"
},
"combinator": "and",
"conditions": [
{
"id": "e6dce436-5e85-4722-a7e4-0ceb940a5477",
"operator": {
"type": "string",
"operation": "regex"
},
"leftValue": "={{ $('When Executed by Another Workflow').item.json.chatInput }}",
"rightValue": "=/([a-zA-Z0-9._-]+@[a-zA-Z0-9._-]+\\.[a-zA-Z0-9_-]+)/gi"
}
]
},
"options": {}
},
"id": "f5f4bf5f-0553-4077-9009-35358352bd07",
"name": "Check if user has provided email",
"type": "n8n-nodes-base.if",
"position": [280, 900],
"typeVersion": 2.2
},
{
"parameters": {
"select": "channel",
"channelId": {
"__rl": true,
"mode": "name",
"value": "#general"
},
"text": "={{ \"A user had a question the bot couldn't answer.Here's their message: \" + $('When Executed by Another Workflow').first().json.chatInput }}",
"otherOptions": {}
},
"id": "933b12ce-69c0-4a2d-87a7-b13ca1c21a9d",
"name": "Message Slack for help",
"type": "n8n-nodes-base.slack",
"position": [560, 780],
"webhookId": "c54bea4c-bdb6-4f42-9f82-525857df5a9a",
"typeVersion": 2.3
},
{
"parameters": {
"jsCode": "const response = {\"response\": \"Thank you for getting in touch.I've messaged a human to help.\"}\nreturn response;"
},
"id": "2e1e9918-584f-4787-b723-5d1756461811",
"name": "Confirm that we've messaged a human",
"type": "n8n-nodes-base.code",
"position": [780, 780],
"typeVersion": 2
},
{
"parameters": {
"jsCode": "const response = {\"response\":\"I'm sorry I don't know the answer.Please repeat your question and include your email address so I can request help.\"};\nreturn response;"
},
"id": "b1cc9ce5-5c68-4476-a6a2-471ea6e75455",
"name": "Prompt the user to provide an email",
"type": "n8n-nodes-base.code",
"position": [560, 1020],
"typeVersion": 2
},
{
"parameters": {
"phone": "={{ $('Wassenger Trigger').item.json.data.fromNumber }}",
"message": "={{ $json.output }}",
"options": {}
},
"type": "n8n-nodes-wassenger.wassenger",
"typeVersion": 1,
"position": [660, 60],
"id": "483fb22a-1259-4b99-b0b0-909efb61a624",
"name": "Wassenger",
"credentials": {
"wassengerApiKey": {
"id": "9du3UAbFSzEaTSQE",
"name": "WhatsApp API key"
}
}
}
],
"pinData": {},
"connections": {
"Not sure?": {
"ai_tool": [
[
{
"node": "AI Agent",
"type": "ai_tool",
"index": 0
}
]
]
},
"Simple Memory": {
"ai_memory": [
[
{
"node": "AI Agent",
"type": "ai_memory",
"index": 0
}
]
]
},
"OpenAI Chat Model": {
"ai_languageModel": [
[
{
"node": "AI Agent",
"type": "ai_languageModel",
"index": 0
}
]
]
},
"Wassenger Trigger": {
"main": [
[
{
"node": "AI Agent",
"type": "main",
"index": 0
}
]
]
},
"When Executed by Another Workflow": {
"main": [
[
{
"node": "Check if user has provided email",
"type": "main",
"index": 0
}
]
]
},
"Check if user has provided email": {
"main": [
[
{
"node": "Message Slack for help",
"type": "main",
"index": 0
}
],
[
{
"node": "Prompt the user to provide an email",
"type": "main",
"index": 0
}
]
]
},
"Message Slack for help": {
"main": [
[
{
"node": "Confirm that we've messaged a human",
"type": "main",
"index": 0
}
]
]
},
"AI Agent": {
"main": [
[
{
"node": "Wassenger",
"type": "main",
"index": 0
}
]
]
}
}
}
🚨 Buenas prácticas
- Define claramente los límites de la IA y las reglas de escalado.
- Siempre proporciona retroalimentación a los usuarios durante los escalados.
- Actualiza regularmente los prompts de la IA para mejorar la precisión.
- Supervisa de cerca los escalados humanos para ajustar los flujos de IA según sea necesario.
💡 Conclusión
Al integrar capacidades de IA y humanas, aseguras una automatización efectiva, robusta y fácil de usar. Esta potente combinación de Wassenger, n8n, OpenAI y Slack crea una solución de atención al cliente automatizada pero con soporte humano, adaptable y confiable.
📚 Lecturas y recursos adicionales
Prueba a crear tus flujos de trabajo asistidos por IA y comparte tus experiencias e ideas con la comunidad. Si tienes preguntas o sugerencias, comenta abajo: estamos aquí para ayudarnos a crecer mutuamente.
👉 Comienza tu prueba gratuita de 7 días en Wassenger y aprovecha nuestros potentes flujos de automatización de WhatsApp para transformar tu servicio al cliente hoy! ⚡
