# Answer WhatsApp keyword FAQs with Twilio and Google Sheets: n8n workflow

> Started by an event in a connected app, and works across Google Sheets and Twilio. 7 steps, 1 branch: small enough to read in one sitting and change without...

Source: https://millionrounds.com/workflow/answer-whatsapp-keyword-faqs-with-twilio-and-google-sheets (Millionrounds; every figure on the page links to its filing or article)

[Automation library](https://millionrounds.com/workflows) · [Customer support](https://millionrounds.com/workflows?category=Customer+support#library)

# Answer WhatsApp keyword FAQs with Twilio and Google Sheets

Started by an event in a connected app, and works across Google Sheets and Twilio. 7 steps, 1 branch: small enough to read in one sitting and change without fear.

Small

[Download free](https://millionrounds.com/login?next=%2Fapp%2Fworkflow%2Fanswer-whatsapp-keyword-faqs-with-twilio-and-google-sheets)

**7 steps** Small: readable in one sitting

**1** Branch: places the flow splits

**0** Loops or waits

**2** Services it connects to

## The flow

Starts it 1 Logic 4 Service 2

The steps in the order they run, from what starts it.

- 1 **Receive Inbound WhatsApp Message** Twilio trigger *Starts it*
- 2 **Normalize Keyword And Sender** Set *Logic*
- 3 **Route The Keyword** Switch *Logic*
- 4 **Look Up The Answer Row** Google Sheets *Service*
- 5 **Build The Help Reply** Set *Logic*
- 6 **Build The Answer Reply** Set *Logic*
- 7 **Send The WhatsApp Reply** Twilio *Service*

## How it's built

- **Starts on:** An event in a connected app
- **Steps:** 7, with 1 branch
- **Size:** Small: readable in one sitting
- **Connects to:** Google Sheets, Twilio
- **Model:** None. This is plumbing, not judgement

## Questions

What does it need to run?

An n8n account, plus your own Google Sheets and Twilio accounts. You connect your own accounts after importing it; none are included.

What starts it?

It starts on an event in a connected app.

Does it use AI?

No. Every step is fixed logic or a call to a service, so it does the same thing every time.

How long does it take to set up?

Not long. At 7 steps it can be read in one sitting and changed without fear.

How do I import it?

Copy the workflow, open a new workflow in n8n and paste. The steps appear on the canvas, ready for your own accounts.

**Before you run it**

Nothing here has been tested by us. It is somebody's working automation, read and described from its own steps. Treat the connections it wants as a list of accounts it will touch, and read the 7 steps before you point it at anything that matters.

## Run it in n8n

- **Create your n8n account** Free to start. n8n is where the workflow runs. [Create an n8n account ↗](https://millionrounds.com/n8n)
- **Download the workflow** Free with a Millionrounds account. [Download free](https://millionrounds.com/login?next=%2Fapp%2Fworkflow%2Fanswer-whatsapp-keyword-faqs-with-twilio-and-google-sheets)
- **Paste it into n8n** Open a new workflow in n8n and paste. Then connect your own accounts.

Stored with the author's traces removed: canvas notes, instance identifiers, saved credential names and any live document they had left behind.

## Connects to

Each opens the other workflows that use it.

[Google Sheets](https://millionrounds.com/workflows?service=Google+Sheets#library)[Twilio](https://millionrounds.com/workflows?service=Twilio#library)

## Workflows like it

Also customer support, with the same services where possible, closest in size first.

- [**Automated e-Ticket PDF Generation with QR Codes** 7 steps · Google Docs, Google Drive](https://millionrounds.com/workflow/automated-e-ticket-pdf-generation-with-qr-codes)
- [**Generate and email event e-tickets with Google Workspace** 7 steps · Email, Google Docs](https://millionrounds.com/workflow/generate-and-email-event-e-tickets-with-google-workspace)
- [**Generate concert ticket PDFs with PDF Generator API** 7 steps · Gmail, Google Sheets](https://millionrounds.com/workflow/generate-concert-ticket-pdfs-with-pdf-generator-api)
- [**Structure gym FAQ data for AI chatbot matching** 7 steps · Google Sheets](https://millionrounds.com/workflow/structure-gym-faq-data-for-ai-chatbot-matching)
- [**AI voice call to support ticket automation with Tazzo** 7 steps · calls a model · Trello, Twilio](https://millionrounds.com/workflow/ai-voice-call-to-support-ticket-automation-with-tazzo)
- [**Answer WhatsApp support queries with OpenAI and 2Chat** 7 steps · calls a model · Google Sheets](https://millionrounds.com/workflow/answer-whatsapp-support-queries-with-openai-and-2chat)