WhatsApp automation has emerged as a crucial tool for businesses seeking to enhance customer interactions, streamline appointment management, and minimise manual workload. Today, we’re diving into a straightforward and effective workflow using n8n and WhatsApp Business that transforms how SMBs and agencies manage customer communications.
Why Automating WhatsApp Interactions is Essential
Customer expectations are higher than ever. Immediate responses, personalised interactions, and seamless appointment handling have become the norm rather than the exception. Thankfully, automation provides an effective solution:
- Instant replies ensure your customers feel valued.
- Reduced manual tasks free up your team’s time.
- Efficient data management enables better customer insights.
With the WhatsApp Business bot using n8n, you can achieve all these seamlessly.
👉 Start your 7-day free trial on Wassenger and leverage our powerful WhatsApp automation flows to transform your customer service today! ⚡
How the WhatsApp Bot Automation Works
This workflow brings together Google Forms, WhatsApp, and Google Sheets to simplify customer interaction and data management:
👉 Start your 7-day free trial on Wassenger and leverage our powerful WhatsApp automation flows to transform your customer service today! ⚡
Step 1: Customer Interaction through Google Forms
Customers fill out a Google Form to request information, book appointments, or send inquiries. Upon submission, they automatically receive a notification via WhatsApp.
Example: Imagine a dental clinic where patients book their appointments through a simple Google Form. Once the form is submitted, they instantly receive an appointment confirmation message directly on their WhatsApp.
Step 2: Capturing User Messages
When a customer sends a message to your Wassemger Business bot, their message and contact details automatically populate into a Google Sheet. This centralises customer data, making it accessible and manageable for your entire team.
Scenario: If a customer requests rescheduling via WhatsApp, their message is logged directly into Google Sheets, ensuring nothing slips through the cracks.
Step 3: Easy Reply Management
Replying to customers is as simple as updating your Google Sheet. Just fill in the ReplyText column, change the status toReady, and the bot handles the rest. In seconds, n8n picks up these messages and sends them via WhatsApp.
Real-world benefit: Suppose your team member wants to follow up with multiple customer inquiries quickly. They update each reply in the sheet, and within moments, personalised responses reach every customer through WhatsApp.
👉 Register on Wassenger with a 7-day free trial to easily set up your own WhatsApp customer support inbox flow and automate your interactions today! 🚀
Customising the Workflow for Your Needs
The beauty of this n8n workflow is its flexibility. You can:
- Connect additional tools like CRM systems for richer customer data.
- Integrate calendars for automatic appointment scheduling.
- Enhance notifications with dynamic templates to personalise the customer experience.
Copy and use this workflow now!
{
"name": "Customer Support WhatsApp Bot with Google Docs Knowledge Base and Gemini AI",
"nodes": [
{
"parameters": {
"conditions": {
"options": {
"caseSensitive": true,
"leftValue": "",
"typeValidation": "loose",
"version": 1
},
"conditions": [
{
"id": "8a765e57-8e39-4547-a99a-0458df2b75f4",
"operator": {
"type": "object",
"operation": "exists",
"singleValue": true
},
"leftValue": "={{ $('Wassenger Trigger').item.json }}",
"rightValue": ""
}
],
"combinator": "and"
},
"options": {
"looseTypeValidation": true
}
},
"id": "3237130a-f8dd-4e66-b2bb-f29cbe963427",
"name": "Is message?",
"type": "n8n-nodes-base.if",
"position": [240, 600],
"typeVersion": 2
},
{
"parameters": {
"rule": {
"interval": [
{
"field": "minutes"
}
]
}
},
"id": "1d2ce3be-f107-4949-8753-16ea3a97b7b1",
"name": "Schedule Trigger",
"type": "n8n-nodes-base.scheduleTrigger",
"position": [0, 1020],
"typeVersion": 1.2
},
{
"parameters": {
"options": {}
},
"id": "4f5189fd-a36a-468a-ab7f-512262e192e6",
"name": "Loop Over Items",
"type": "n8n-nodes-base.splitInBatches",
"position": [440, 1020],
"typeVersion": 3
},
{
"parameters": {
"documentId": {
"__rl": true,
"mode": "list",
"value": "1T-B0yepcrCHxQpn7Sj6QjTa0VqwwVBQhO5ZcIUSxWJE",
"cachedResultUrl": "https://docs.google.com/spreadsheets/d/1T-B0yepcrCHxQpn7Sj6QjTa0VqwwVBQhO5ZcIUSxWJE/edit?usp=drivesdk",
"cachedResultName": "WhatsApp Appointments(Responses)"
},
"sheetName": {
"__rl": true,
"mode": "list",
"value": 1621824221,
"cachedResultUrl": "https://docs.google.com/spreadsheets/d/1T-B0yepcrCHxQpn7Sj6QjTa0VqwwVBQhO5ZcIUSxWJE/edit#gid=1621824221",
"cachedResultName": "WA-messages"
},
"filtersUI": {
"values": [
{
"lookupColumn": "Status",
"lookupValue": "Ready"
}
]
},
"options": {}
},
"id": "164042e8-4b56-4432-9b46-dfdf4c93116a",
"name": "Get new answers",
"type": "n8n-nodes-base.googleSheets",
"position": [220, 1020],
"typeVersion": 4.4,
"credentials": {
"googleSheetsOAuth2Api": {
"id": "ckNCFcoJBFt2fiDJ",
"name": "Google Sheets account 8"
}
}
},
{
"parameters": {
"operation": "update",
"documentId": {
"__rl": true,
"mode": "list",
"value": "1T-B0yepcrCHxQpn7Sj6QjTa0VqwwVBQhO5ZcIUSxWJE",
"cachedResultUrl": "https://docs.google.com/spreadsheets/d/1T-B0yepcrCHxQpn7Sj6QjTa0VqwwVBQhO5ZcIUSxWJE/edit?usp=drivesdk",
"cachedResultName": "WhatsApp Appointments(Responses)"
},
"sheetName": {
"__rl": true,
"mode": "list",
"value": 1621824221,
"cachedResultUrl": "https://docs.google.com/spreadsheets/d/1T-B0yepcrCHxQpn7Sj6QjTa0VqwwVBQhO5ZcIUSxWJE/edit#gid=1621824221",
"cachedResultName": "WA-messages"
},
"columns": {
"value": {
"Status": "Replied",
"row_number": "={{ $('Loop Over Items').item.json.row_number }}"
},
"schema": [
{
"id": "UserPhone",
"type": "string",
"display": true,
"removed": true,
"required": false,
"displayName": "UserPhone",
"defaultMatch": false,
"canBeUsedToMatch": true
},
{
"id": "UserName",
"type": "string",
"display": true,
"removed": true,
"required": false,
"displayName": "UserName",
"defaultMatch": false,
"canBeUsedToMatch": true
},
{
"id": "UserMessage",
"type": "string",
"display": true,
"removed": true,
"required": false,
"displayName": "UserMessage",
"defaultMatch": false,
"canBeUsedToMatch": true
},
{
"id": "ReplyText",
"type": "string",
"display": true,
"removed": true,
"required": false,
"displayName": "ReplyText",
"defaultMatch": false,
"canBeUsedToMatch": true
},
{
"id": "Status",
"type": "string",
"display": true,
"required": false,
"displayName": "Status",
"defaultMatch": false,
"canBeUsedToMatch": true
},
{
"id": "row_number",
"type": "string",
"display": true,
"removed": false,
"readOnly": true,
"required": false,
"displayName": "row_number",
"defaultMatch": false,
"canBeUsedToMatch": true
}
],
"mappingMode": "defineBelow",
"matchingColumns": ["row_number"]
},
"options": {}
},
"id": "d31cdbd1-1384-4608-9822-64b643508689",
"name": "Update message status",
"type": "n8n-nodes-base.googleSheets",
"position": [840, 1020],
"typeVersion": 4.4,
"credentials": {
"googleSheetsOAuth2Api": {
"id": "ckNCFcoJBFt2fiDJ",
"name": "Google Sheets account 8"
}
}
},
{
"parameters": {
"amount": 1
},
"id": "c712f711-bc98-412f-940d-69af277c9126",
"name": "Wait 1 sec",
"type": "n8n-nodes-base.wait",
"position": [1020, 1020],
"webhookId": "df4df4f8-378c-4228-b1e2-326b9d956e7e",
"typeVersion": 1.1
},
{
"parameters": {
"operation": "append",
"documentId": {
"__rl": true,
"value": "1D5sI-FJNl6zH9P6DPkyD7-kifKX-TJnChdhsfLji50U",
"mode": "list",
"cachedResultName": "Chat logs",
"cachedResultUrl": "google_drive_url"
},
"sheetName": {
"__rl": true,
"value": "gid=0",
"mode": "list",
"cachedResultName": "Sheet1",
"cachedResultUrl": "google_drive_url"
},
"columns": {
"mappingMode": "defineBelow",
"value": {
"TIMESTAMP": "={{ $json.data.timestamp }}",
"USER": "={{ $json.data.toNumber }}",
"MESSAGE": "={{ $json.data.body }}"
},
"matchingColumns": [],
"schema": [
{
"id": "TIMESTAMP",
"displayName": "TIMESTAMP",
"required": false,
"defaultMatch": false,
"display": true,
"type": "string",
"canBeUsedToMatch": true
},
{
"id": "USER",
"displayName": "USER",
"required": false,
"defaultMatch": false,
"display": true,
"type": "string",
"canBeUsedToMatch": true
},
{
"id": "MESSAGE",
"displayName": "MESSAGE",
"required": false,
"defaultMatch": false,
"display": true,
"type": "string",
"canBeUsedToMatch": true
},
{
"id": "RESPONSE",
"displayName": "RESPONSE",
"required": false,
"defaultMatch": false,
"display": true,
"type": "string",
"canBeUsedToMatch": true,
"removed": true
}
],
"attemptToConvertTypes": false,
"convertFieldsToString": false
},
"options": {}
},
"id": "76e576d5-2bad-4588-a044-4091db02b3f7",
"name": "New message from the user",
"type": "n8n-nodes-base.googleSheets",
"position": [500, 600],
"typeVersion": 4.4,
"credentials": {
"googleSheetsOAuth2Api": {
"id": "ckNCFcoJBFt2fiDJ",
"name": "Google Sheets account 8"
}
}
},
{
"parameters": {
"pollTimes": {
"item": [
{
"mode": "everyX",
"value": 5,
"unit": "minutes"
}
]
},
"documentId": {
"__rl": true,
"mode": "list",
"value": "1T-B0yepcrCHxQpn7Sj6QjTa0VqwwVBQhO5ZcIUSxWJE",
"cachedResultUrl": "google_drive_url",
"cachedResultName": "WhatsApp Appointments(Responses)"
},
"sheetName": {
"__rl": true,
"mode": "list",
"value": 470797219,
"cachedResultUrl": "",
"cachedResultName": "Form Responses 1"
},
"event": "rowAdded",
"options": {}
},
"id": "906a1913-5356-4cb1-936b-489afcb58153",
"name": "Get new entries",
"type": "n8n-nodes-base.googleSheetsTrigger",
"position": [20, 160],
"typeVersion": 1,
"credentials": {
"googleSheetsTriggerOAuth2Api": {
"id": "3JS9kFioVK3IrITX",
"name": "Google Sheets Trigger account 2"
}
}
},
{
"parameters": {
"conditions": {
"options": {
"leftValue": "",
"caseSensitive": true,
"typeValidation": "strict"
},
"combinator": "and",
"conditions": [
{
"id": "b9bfdb33-0d9c-4320-b4bc-0bf0a469c8ca",
"operator": {
"name": "filter.operator.equals",
"type": "string",
"operation": "equals"
},
"leftValue": "={{ $json[\"I consent to receive WhatsApp notifications regarding my appointments\"] }}",
"rightValue": "Yes"
}
]
},
"options": {}
},
"id": "88ac4ee1-d83e-46f6-9241-1ad92458c527",
"name": "User consented for WA messages?",
"type": "n8n-nodes-base.filter",
"position": [240, 160],
"typeVersion": 2
},
{
"parameters": {
"content": "## Send a WhatsApp(WA) template message\nOccurs after a user submits a new Google form.If the user opted-in for WA notifications during the form submission, a template message will be sent via WhatsApp.\n\n**IMPORTANT!**\n1.You will need to create a new [wassenger account](https://wassenger.com/register)\n2.Once connected to Wassenger your WhatsApp number will be ready to use:)",
"height": 405,
"width": 745
},
"id": "3f31fb13-7238-4fb3-a2ff-421b8b0f2408",
"name": "Sticky Note",
"type": "n8n-nodes-base.stickyNote",
"position": [-20, -80],
"typeVersion": 1
},
{
"parameters": {
"content": "## Store incoming WhatsApp user messages in a Google Sheet\nTo receive user messages, you need to add a Wassenger Trigger node\n\nOnce the trigger receives a payload from your customer, we check if the incoming data contains a message and add a new row with user data and message text in [Google Sheet](https://docs.google.com/spreadsheets/d/1T-B0yepcrCHxQpn7Sj6QjTa0VqwwVBQhO5ZcIUSxWJE/edit?gid=1621824221#gid=1621824221).\n\nWassenger trigger also receives status notifications(i.e.message sent, message read etc.), so we ignore such notifications in this workflow.",
"height": 458,
"width": 752
},
"id": "b4827163-9ea5-4857-b367-ac8dd02148c8",
"name": "Sticky Note1",
"type": "n8n-nodes-base.stickyNote",
"position": [-20, 340],
"typeVersion": 1
},
{
"parameters": {
"content": "## Reply to the user via WhatsApp\nWhatsApp allows sending automatic messages **with custom text** via bots only within the 24h time frame after the last incoming user message.\n\nAfter the user sends a message to the WhatsApp bot, a row is added to the [Google Sheet](https://docs.google.com/spreadsheets/d/1T-B0yepcrCHxQpn7Sj6QjTa0VqwwVBQhO5ZcIUSxWJE/edit?gid=1621824221#gid=1621824221) with the Status 'New'\n\nType something in the `ReplyText` column and change the Status to 'Ready'.\nIn a few minutes, Flows timer will fetch all 'Ready' replies from the Google Sheet and send them one by one to the recipients",
"height": 369.34131736526945,
"width": 1197.9640718562885
},
"id": "129153f7-ee86-4200-b6c0-06798c431051",
"name": "Sticky Note2",
"type": "n8n-nodes-base.stickyNote",
"position": [-20, 820],
"typeVersion": 1
},
{
"parameters": {
"device": "device_id",
"phone": "={{ $json['Your mobile number'] }}",
"options": {}
},
"type": "n8n-nodes-wassenger.wassenger",
"typeVersion": 1,
"position": [460, 160],
"id": "26d678c0-b581-449a-8540-c6209bf99ced",
"name": "Wassenger",
"credentials": {
"wassengerApiKey": {
"id": "your_api_key",
"name": "Wassenger Key account 9"
}
}
},
{
"parameters": {
"device": "device_id",
"events": ["message:in:new"],
"sampleEvent": "inbound-text"
},
"type": "n8n-nodes-wassenger.wassengerTrigger",
"typeVersion": 1,
"position": [20, 600],
"id": "71c82d9c-1ab6-4b83-9c5a-c0a714d42325",
"name": "Wassenger Trigger",
"webhookId": "38a35cf6-5aa7-434e-9bf3-bcd31717e1d4",
"credentials": {
"wassengerApiKey": {
"id": "your_api_key",
"name": "Wassenger Key account 9"
}
}
},
{
"parameters": {
"device": "device_id",
"phone": "={{ $('Wassenger Trigger').item.json.data.fromNumber }}",
"options": {}
},
"type": "n8n-nodes-wassenger.wassenger",
"typeVersion": 1,
"position": [660, 1020],
"id": "1fcb9b18-4319-4bf3-b6b3-8be3a09ac969",
"name": "Wassenger1",
"credentials": {
"wassengerApiKey": {
"id": "your_api_key",
"name": "Wassenger Key account"
}
}
}
],
"pinData": {},
"connections": {
"Wait 1 sec": {
"main": [
[
{
"node": "Loop Over Items",
"type": "main",
"index": 0
}
]
]
},
"Is message?": {
"main": [
[
{
"node": "New message from the user",
"type": "main",
"index": 0
}
]
]
},
"Get new answers": {
"main": [
[
{
"node": "Loop Over Items",
"type": "main",
"index": 0
}
]
]
},
"Get new entries": {
"main": [
[
{
"node": "User consented for WA messages?",
"type": "main",
"index": 0
}
]
]
},
"Schedule Trigger": {
"main": [
[
{
"node": "Get new answers",
"type": "main",
"index": 0
}
]
]
},
"Update message status": {
"main": [
[
{
"node": "Wait 1 sec",
"type": "main",
"index": 0
}
]
]
},
"User consented for WA messages?": {
"main": [
[
{
"node": "Wassenger",
"type": "main",
"index": 0
}
]
]
},
"Wassenger Trigger": {
"main": [
[
{
"node": "Is message?",
"type": "main",
"index": 0
}
]
]
},
"Loop Over Items": {
"main": [
[],
[
{
"node": "Wassenger1",
"type": "main",
"index": 0
}
]
]
},
"Wassenger1": {
"main": [
[
{
"node": "Update message status",
"type": "main",
"index": 0
}
]
]
}
},
"active": false,
"settings": {
"executionOrder": "v1"
}
}
Example customisation: A travel agency could integrate its CRM to pull customer preferences and send highly personalised trip suggestions automatically via WhatsApp.
Key Benefits of WhatsApp Automation with Wassenger
- Instant customer engagement: Maintain high satisfaction rates with timely, relevant messaging.
- Operational efficiency: Reduce manual efforts and streamline communication tasks.
- Scalable solutions: Easily manage growing customer bases and complex workflows.
Discover Wassenger Flows with the technology of n8n
Getting Started with Wassenger and n8n
Ready to elevate your customer service and automate your communications?
👉 Sign up for Wassenger with a 7-day free trial and discover how easy it is to integrate powerful WhatsApp automation into your business.
Take your customer interactions from good to exceptional, one automated WhatsApp message at a time. 🎉
