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🚀 Boost your customer service with this WhatsApp Business bot!

EduardEduard
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2/3/2026
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This n8n workflow demonstrates how to automate customer interactions and appointment management via WhatsApp Business bot.

  1. After submitting a Google Form, the user receives a notification via WhatsApp. These notifications are sent via a template message.
  2. In case user sends a message to the bot, the text and user data is stored in Google Sheets.
  3. To reply back to the user, fill in the ReplyText column and change the Status to 'Ready'. In a few seconds n8n will fetch the unsent replies and deliver them one by one via WhatsApp Business node.

Customize this workflow to fit your specific needs, connect different online services and enhance your customer communication! 🎉

Setup Instructions

To get this workflow up and running, you'll need to:

  1. 👇 Create a WhatsApp template message on the Meta Business portal. <details>messagetemplate.png</details>

  2. Obtain an Access Token and WhatsApp Business Account ID from the Meta Developers Portal. This is needed for the WhatsApp Business Node to send messages. credentialssetup.png

  3. Set up a WhatsApp Trigger node with App ID and App Secret from the Meta Developers Portal. credentialswebhook.png

  4. Right after that copy the WhatsApp Trigger URL and add it as a Callback URL in the Meta Developers Portal. This trigger is needed to receive incoming messages and their status updates. credentialstrigger.png

  5. Connect your Google Sheets account for data storage and management. Check out the documentation page.

⚠️ Important Notes

  • WhatsApp allows automatic custom text messages only within 24 hours of the last user message. Outside with time frame only approved template messages can be sent.
  • The workflow uses a Google Sheet to manage form submissions, incoming messages and prepare responses. You can replace these nodes and connect the WhatsApp bot with other systems.

n8n Workflow: WhatsApp Business Bot for Customer Service

This n8n workflow provides a robust framework for building an interactive WhatsApp Business bot, designed to enhance customer service by responding to incoming messages based on predefined rules. It leverages Google Sheets for managing bot responses and includes logic for handling unrecognized queries.

What it does

This workflow automates the following steps:

  1. Listens for Incoming WhatsApp Messages: It acts as a webhook, waiting for new messages sent to your WhatsApp Business account.
  2. Retrieves Bot Responses from Google Sheets: Upon receiving a message, it queries a specified Google Sheet to find a matching keyword or phrase and its corresponding bot response.
  3. Determines Response Type: It checks if a matching response was found in the Google Sheet.
  4. Sends Predefined WhatsApp Message: If a match is found, it sends the corresponding message from the Google Sheet back to the user via WhatsApp.
  5. Handles Unrecognized Messages: If no match is found in the Google Sheet, it sends a default "unrecognized message" response to the user.
  6. Rate Limits WhatsApp Messages: It includes a Wait node to ensure messages are not sent too rapidly, adhering to API rate limits and preventing potential blocking.
  7. Loops for Multiple Responses (Implicit): Although not explicitly shown with a Split in Batches node in the provided JSON, the structure suggests it's prepared to handle scenarios where multiple responses might be processed (e.g., if the Google Sheet query returns multiple items, or if the bot logic were expanded to handle multiple actions).

Prerequisites/Requirements

To use this workflow, you will need:

  • n8n Instance: A running instance of n8n.
  • WhatsApp Business Account: An active WhatsApp Business Account with API access configured.
  • Google Sheets Account: A Google Sheets spreadsheet containing your bot's keywords/phrases and their corresponding responses.
  • n8n Credentials:
    • WhatsApp Business Cloud Credential: Configured in n8n to connect to your WhatsApp Business API.
    • Google Sheets Credential: Configured in n8n to access your Google Sheet.

Setup/Usage

  1. Import the Workflow: Download the provided JSON and import it into your n8n instance.
  2. Configure WhatsApp Trigger:
    • Open the "WhatsApp Trigger" node.
    • Select your pre-configured WhatsApp Business Cloud credential.
    • Save and activate the webhook URL provided by this node in your WhatsApp Business API settings.
  3. Configure Google Sheets Node:
    • Open the "Google Sheets" node.
    • Select your Google Sheets credential.
    • Specify the Spreadsheet ID and Sheet Name where your bot responses are stored. Ensure your sheet has columns for keywords/phrases and responses that the workflow can reference.
  4. Configure If Node:
    • The "If" node is responsible for checking if a response was found in Google Sheets. You may need to adjust its conditions based on the exact output of your Google Sheets node (e.g., checking if the data array is empty or if a specific field is null).
  5. Configure WhatsApp Business Cloud Node:
    • Open both "WhatsApp Business Cloud" nodes (one for matched responses, one for unrecognized messages).
    • Select your WhatsApp Business Cloud credential.
    • For the "matched response" node, ensure the message content dynamically pulls the response from the Google Sheets output.
    • For the "unrecognized message" node, define your default message for unhandled queries.
  6. Activate the Workflow: Once all credentials and configurations are set, activate the workflow.

Your WhatsApp bot will now start responding to incoming messages based on the logic defined in your Google Sheet!

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