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WhatsApp Business automation - customer support, notifications, chatbots, and broadcast messaging
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.
Track Order
### 2. Shipping Update
📦 Your order is on the way!
Order: #{{1}}
Carrier: {{2}}
Tracking: {{3}}
Expected delivery: {{4}}
Track Package
### 3. Delivered
✅ Delivered!
Your order #{{1}} has arrived.
Love it? Leave a review!
Need help? Reply to this message.
Review
## 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*don't have the plugin yet? install it then click "run inline in claude" again.