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AI-powered WhatsApp customer support for Shopify brands with LLM agents

RuthwikRuthwik
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2/3/2026
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🚀 AI-Powered WhatsApp Customer Support for Shopify Brands

This n8n template builds a WhatsApp support copilot that answers order status and product availability from Shopify using LLM "agents," then replies to the customer in WhatsApp or routes to human support.

Use cases

  • "Where is my order?" → live status + tracking link
  • "What are your best-selling T-shirts?" → in-stock sizes & variants
  • Greetings / small talk → welcome message
  • Anything unclear → handoff to support channel

Good to know

  • WhatsApp Business conversations are billed by Meta/Twilio/Exotel; plan accordingly.
  • Shopify Admin API has rate limits (leaky bucket) --- stagger requests.
  • LLM usage incurs token costs; cap max tokens and enable caching where possible.
  • Avoid sending PII to the model; only pass minimal order/product fields.

How it works

  1. WhatsApp Trigger
    Receives an incoming message (e.g., "Where is my order?").

  2. Get Customer from Shopify → Customer Details → Normalize Input
    Looks up the customer by phone, formats the query (lower-case, emoji & punctuation normalization).

  3. Switch (intent router)
    Classifies into welcome, orderStatusQuery, productQuery, or supportQuery.

  4. Welcome path
    Welcome message → polite greeting → (noop placeholder).

  5. Order status path (Orders Agent)

    • Orders Agent (LLM + Memory) interprets the user request and extracts needed fields.
    • Get Customer Orders (HTTP to Shopify) fetches the user's latest order(s).
    • Structured Output Parser cleans the agent's output into a strict schema.
    • Send Order Status (WhatsApp message) returns status, ETA, and tracking link.

  6. Products path (Products Agent)

    • Products Agent (LLM + Memory) turns the ask into a product query.
    • Get Products from Shopify (HTTP) pulls best sellers / inventory & sizes.
    • Structured Output Parser formats name, price, sizes, stock.
    • Send Products message (WhatsApp) sends a tidy, human-readable reply

  7. Support path Send a message to support posts the transcript/context to your agent/helpdesk channel and informs the user a human will respond

How to use

  • Replace the manual/WhatsApp trigger with your live WhatsApp number/webhook.
  • Set env vars/credentials: Shopify domain + Admin API token, WhatsApp provider keys, LLM key (OpenAI/OpenRouter), and (optionally) your support channel webhook.
  • Edit message templates for tone, add your brand name, and localize if needed.
  • Test with samples: "Where is my order?", "Show best sellers", "Hi".

Requirements

  • WhatsApp Business API (Meta/Twilio/Exotel)
  • Shopify store + Admin API access
  • LLM provider (OpenAI/OpenRouter etc.)
  • Slack webhook for human handoff

Prerequisites

  • Active WhatsApp Business Account connected via API provider (Meta, Twilio, or Exotel).
  • Shopify Admin API credentials (API key, secret, store domain).
  • Slack OAuth app or webhook for human support escalation.
  • API key for your LLM provider (OpenAI, OpenRouter, etc.).

Customising this workflow

  • Add intents: returns/exchanges, COD confirmation, address changes.
  • Enrich product replies with images, price ranges, and "Buy" deep links.
  • Add multilingual support by detecting locale and templating responses.
  • Log all interactions to a DB/Sheet for analytics and quality review.
  • Guardrails: confidence thresholds → fallback to support; redact PII; retry on API errors.

AI-Powered WhatsApp Customer Support for Shopify Brands with LLM Agents

This n8n workflow provides an intelligent, automated customer support solution for Shopify brands via WhatsApp. It leverages Large Language Model (LLM) agents to understand customer queries, retrieve relevant information, and respond effectively, with an option for human intervention when needed.

What it does

This workflow automates the following steps:

  1. Listens for Incoming WhatsApp Messages: Triggers when a new message is received on your configured WhatsApp Business Cloud account.
  2. Processes Messages with an AI Agent: The core of the workflow, an AI Agent, processes the incoming message. It utilizes a chat model (either OpenAI or OpenRouter) and a simple memory buffer to maintain conversation context.
  3. Parses AI Agent Output: A structured output parser is used to extract specific information or actions from the AI agent's response.
  4. Routes Based on AI Agent Output: A Switch node evaluates the AI agent's output to determine the next action.
    • Automated Response: If the AI agent can fully resolve the query, it sends an automated response back to the customer via WhatsApp.
    • Human Handoff: If the AI agent determines that human intervention is required (e.g., for complex issues, specific order details, or sensitive topics), it routes the conversation to a human agent.
  5. Notifies Human Agent (Slack): When a human handoff is triggered, a message is posted to a designated Slack channel, alerting the support team to a new customer query requiring attention.
  6. Placeholder for External API Calls: An HTTP Request node is included, likely as a placeholder for potential integrations with Shopify's API or other external services to retrieve order details, product information, or update customer records.
  7. No Operation (Placeholder/Debugging): A "No Operation" node is present, which typically serves as a placeholder for future logic or for debugging purposes, allowing the flow to continue without performing any action.
  8. Edit Fields (Data Manipulation): A "Set" node is used to manipulate or transform data at various points in the workflow, ensuring the correct data format for subsequent nodes.

Prerequisites/Requirements

To use this workflow, you will need:

  • n8n Instance: A running instance of n8n.
  • WhatsApp Business Cloud Account: Configured with a phone number for receiving and sending messages.
  • WhatsApp Business Cloud Credentials: API Key/Token for n8n to connect to your WhatsApp account.
  • OpenAI API Key or OpenRouter API Key: For the AI Agent's chat model.
  • Slack Account: To receive notifications for human handoff scenarios.
  • Slack API Token: For n8n to post messages to your Slack workspace.
  • Shopify Account (Optional but Recommended): If you plan to integrate with Shopify's API for order lookups or other e-commerce functionalities (requires API keys/access tokens).

Setup/Usage

  1. Import the Workflow: Download the JSON content and import it into your n8n instance.
  2. Configure WhatsApp Trigger:
    • Set up your WhatsApp Business Cloud credentials in n8n.
    • Configure the WhatsApp Trigger node to listen for incoming messages from your WhatsApp Business Cloud account.
  3. Configure AI Agent:
    • Choose your preferred chat model (OpenAI Chat Model or OpenRouter Chat Model).
    • Set up the corresponding credentials (OpenAI API Key or OpenRouter API Key).
    • Adjust the AI Agent's prompt and tools as needed to suit your specific customer support requirements and Shopify product catalog.
    • The "Simple Memory" node will automatically manage the conversation history.
  4. Configure Structured Output Parser: Review and adjust the schema for the structured output parser to ensure it correctly extracts the desired information from the AI agent's responses.
  5. Configure Switch Node: Define the conditions in the "Switch" node to correctly route messages for automated responses or human handoff based on the AI agent's output.
  6. Configure WhatsApp Business Cloud (Responder): Set up your WhatsApp Business Cloud credentials again for the outgoing messages.
  7. Configure Slack Notification:
    • Set up your Slack credentials in n8n.
    • Specify the Slack channel where human handoff notifications should be posted.
  8. (Optional) Configure HTTP Request: If integrating with Shopify or other APIs, configure the "HTTP Request" node with the necessary API endpoints, authentication, and data mapping.
  9. Activate the Workflow: Once all configurations are complete, activate the workflow in n8n.

Now, when customers send messages to your WhatsApp Business number, the AI agent will process them, provide automated support, and alert your team on Slack when human intervention is necessary.

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