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

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