WhatsApp Automation
Automate WhatsApp Business communications including customer support, notifications, chatbots, and broadcast messaging. Based on n8n's WhatsApp integration templates.
Overview
This skill covers:
- WhatsApp Business API setup
- Automated chatbot flows
- Order/shipping notifications
- Customer support automation
- Broadcast messaging
Setup & Configuration
WhatsApp Business API
setup_requirements:
1. meta_business_account:
- Create at business.facebook.com
- Verify business
2. whatsapp_business_api:
- Access through Meta Developer Portal
- Create WhatsApp Business App
- Get Phone Number ID
- Get Access Token
3. webhook_configuration:
- Set callback URL
- Verify token
- Subscribe to messages
4. message_templates:
- Create templates in Business Manager
- Wait for approval (24-48h)
Message Templates
template_categories:
transactional:
- order_confirmation
- shipping_update
- delivery_notification
- appointment_reminder
marketing:
- promotional_offer
- product_launch
- newsletter
utility:
- account_verification
- password_reset
- payment_reminder
template_example:
name: "order_confirmation"
language: "en"
category: "TRANSACTIONAL"
components:
- type: HEADER
format: TEXT
text: "Order Confirmed! 🎉"
- type: BODY
text: |
Hi {{1}},
Your order #{{2}} has been confirmed!
Items: {{3}}
Total: {{4}}
We'll notify you when it ships.
- type: FOOTER
text: "Reply HELP for support"
- type: BUTTONS
buttons:
- type: URL
text: "Track Order"
url: "https://example.com/track/{{1}}"
Chatbot Flows
Customer Support Bot
chatbot_flow:
name: "Customer Support"
welcome:
trigger: first_message
response: |
👋 Welcome to {Company} Support!
How can I help you today?
1️⃣ Track Order
2️⃣ Return/Exchange
3️⃣ Product Questions
4️⃣ Speak to Agent
Reply with a number to continue.
flows:
track_order:
trigger: "1" OR "track" OR "order"
steps:
- ask: "Please enter your order number:"
- validate: order_number_format
- lookup: order_status
- respond: |
📦 *Order #{order_number}*
Status: {status}
{if_shipped: Tracking: {tracking_number}}
Estimated delivery: {eta}
[Track Package]({tracking_url})
return_exchange:
trigger: "2" OR "return" OR "exchange"
steps:
- ask: "Order number for return?"
- check: return_eligibility
- if_eligible:
respond: return_instructions
- if_not:
respond: contact_support
product_questions:
trigger: "3" OR "product" OR "question"
steps:
- ai_response:
model: gpt-4
context: product_faq_knowledge_base
agent_handoff:
trigger: "4" OR "agent" OR "human"
steps:
- check: agent_availability
- if_available:
transfer: to_live_agent
notify: "#support-queue"
- if_unavailable:
respond: "Our team is currently unavailable. Leave a message and we'll get back to you within 24 hours."
create: support_ticket
AI-Powered Responses
ai_chatbot:
model: gpt-4
system_prompt: |
You are a WhatsApp customer support agent for {Company}.
Guidelines:
- Be helpful and friendly
- Keep responses concise (WhatsApp prefers short messages)
- Use emojis appropriately
- If you can't help, offer to connect with a human agent
- Never make up information about orders or products
You have access to:
- Order lookup
- Product catalog
- FAQ knowledge base
tools:
- lookup_order: by order number
- search_products: by keyword
- check_inventory: by product id
- create_ticket: for complex issues
escalation_triggers:
- sentiment: very_negative
- keywords: ["complaint", "refund", "angry", "sue"]
- loop_detected: same_question_3x
Notification Workflows
Order Notifications
order_notifications:
order_placed:
trigger: shopify_order_created
template: order_confirmation
variables:
- customer_name
- order_number
- items_summary
- total_amount
payment_received:
trigger: payment_captured
message: |
✅ Payment received for order #{order_number}!
Amount: {amount}
We're preparing your order now.
shipped:
trigger: fulfillment_created
template: shipping_update
variables:
- tracking_number
- carrier
- estimated_delivery
out_for_delivery:
trigger: tracking_status_change
condition: status == "out_for_delivery"
message: |
🚚 Your order is out for delivery!
Expected today by {eta}.
Track live: {tracking_url}
delivered:
trigger: tracking_status_change
condition: status == "delivered"
message: |
📦 Your order has been delivered!
We hope you love it!
[Leave a Review]({review_url})
[Need Help?]({support_url})
Appointment Reminders
appointment_reminders:
schedule:
- 24_hours_before
- 1_hour_before
template: appointment_reminder
24h_message: |
📅 *Appointment Reminder*
Hi {name},
You have an appointment tomorrow:
📍 {location}
🕐 {time}
👤 {provider}
Reply:
✅ CONFIRM to confirm
❌ CANCEL to cancel
📅 RESCHEDULE to change time
1h_message: |
⏰ Your appointment is in 1 hour!
{provider} at {location}
See you soon!
Broadcast Messaging
Campaign Management
broadcast_campaigns:
setup:
- import_contacts: from_crm
- segment_audience: by_criteria
- create_template: get_approval
- schedule_send
targeting_options:
- all_contacts
- by_tag: [vip, new_customer, inactive]
- by_purchase_history
- by_location
- custom_segment
compliance:
- opt_in_required: true
- opt_out_easy: reply_STOP
- frequency_limits: per_contact_per_day
- quiet_hours: respect_timezone
tracking:
- delivered
- read
- replied
- clicked_link
- opted_out
Campaign Templates
campaign_templates:
promotional:
template: |
🎉 *Special Offer for You!*
Hi {name},
{offer_description}
Use code: {promo_code}
Valid until: {expiry}
[Shop Now]({url})
Reply STOP to unsubscribe
product_launch:
template: |
🚀 *New Arrival Alert*
{name}, check out our latest:
{product_name}
{product_description}
{price}
[View Product]({url})
reengagement:
template: |
👋 *We Miss You, {name}!*
It's been a while since your last visit.
Here's 15% off to welcome you back:
Code: COMEBACK15
[Shop Now]({url})
n8n Integration
Workflow Example
workflow: "WhatsApp Order Bot"
nodes:
- name: "WhatsApp Trigger"
type: "n8n-nodes-base.whatsAppTrigger"
parameters:
events: ["messages"]
- name: "Parse Message"
type: "n8n-nodes-base.code"
parameters:
code: |
const message = $input.first().json;
return {
from: message.from,
text: message.text.body,
type: message.type
};
- name: "AI Response"
type: "n8n-nodes-base.openAi"
parameters:
model: "gpt-4"
messages: [
{ role: "system", content: "..." },
{ role: "user", content: "{{ $json.text }}" }
]
- name: "Send Reply"
type: "n8n-nodes-base.whatsApp"
parameters:
operation: "sendMessage"
phoneNumberId: "{{ $env.WHATSAPP_PHONE_ID }}"
recipientPhoneNumber: "{{ $json.from }}"
message: "{{ $json.response }}"
Output Example
Request: "Create WhatsApp order notification flow"
Output:
# WhatsApp Order Notifications
## Message Templates (Need Meta Approval)
### 1. Order Confirmation
Hi {{1}}! 🎉
Your order #{{2}} is confirmed!
Items: {{3}} Total: {{4}}
We'll update you when it ships.
### 2. Shipping Update
📦 Your order is on the way!
Order: #{{1}} Carrier: {{2}} Tracking: {{3}}
Expected delivery: {{4}}
### 3. Delivered
✅ Delivered!
Your order #{{1}} has arrived.
Love it? Leave a review! Need help? Reply to this message.
## n8n Workflow
```yaml
trigger: Shopify Order Created
steps:
1. Get customer phone
2. Format order details
3. Send WhatsApp template
4. Log to CRM
Automation Rules
- Order placed → Confirmation (immediate)
- Shipped → Tracking (immediate)
- Out for delivery → Alert (immediate)
- Delivered → Review request (1 day later)
---
*WhatsApp Automation Skill - Part of Claude Office Skills*