# Handle WhatsApp orders, FAQs, and tracking with OpenAI: n8n workflow

> Started by an incoming WhatsApp message, and works across Google Drive, Google Sheets, Pinecone, Slack and one other.

Source: https://millionrounds.com/workflow/handle-whatsapp-orders-faqs-and-tracking-with-openai (Millionrounds; every figure on the page links to its filing or article)

[Automation library](https://millionrounds.com/workflows) · [E-commerce](https://millionrounds.com/workflows?category=E-commerce#library)

# Handle WhatsApp orders, FAQs, and tracking with OpenAI

Started by an incoming WhatsApp message, and works across Google Drive, Google Sheets, Pinecone, Slack and one other. It puts OpenAI behind a retrieval step, so answers are drawn from documents you supply rather than from the model alone. 37 steps, 3 branches: large, and worth reading before you trust it with anything live.

Large Calls a model: OpenAI Retrieval

[Download free](https://millionrounds.com/login?next=%2Fapp%2Fworkflow%2Fhandle-whatsapp-orders-faqs-and-tracking-with-openai)

**37 steps** Large: read it before trusting it with anything live

**3** Branches: places the flow splits

**0** Loops or waits

**5** Services it connects to

## The flow

Starts it 2 Model 15 Logic 9 Service 11

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

- 1 **WhatsApp Incoming Message Trigger** Whats App trigger *Starts it*
- 2 **FAQ Response Language Model** Lm Chat Open Ai *Model*
- 3 **Conversation Memory Manager** Memory Buffer Window *Model*
- 4 **FAQ Embedding Generator** Embeddings Open Ai *Model*
- 5 **Knowledge Retrieval LLM** Lm Chat Open Ai *Model*
- 6 **Knowledge Base File Change Trigger** Google Drive trigger *Starts it*
- 7 **Split Knowledge Base Into Chunks** Text Splitter Character Text Splitter *Model*
- 8 **Generate Knowledge Embeddings** Embeddings Open Ai *Model*
- 9 **Extract WhatsApp Message Details** Set *Logic*
- 10 **WhatsApp FAQ AI Agent** Agent *Model*
- 11 **Pinecone FAQ Vector Store** Vector Store Pinecone *Model*
- 12 **Knowledge Base Retrieval Tool** Tool Vector Store *Model*
- 13 **Download Knowledge Base File** Google Drive *Service*
- 14 **Load Knowledge Base Document** Document Default Data Loader *Model*
- 15 **Store Knowledge Embeddings In Pinecone** Vector Store Pinecone *Model*
- 16 **AI Intent Classification** Open Ai *Model*
- 17 **Send FAQ WhatsApp Reply** Whats App *Service*
- 18 **Parse Intent Classification Response** Code *Logic*
- 19 **Intent-Based Request Router** Switch *Logic*
- 20 **AI Order Information Extractor** Open Ai *Model*
- 21 **AI Order ID Extractor** Open Ai *Model*
- 22 **Notify Human Support Team** Slack *Service*
- 23 **Parse Order Details JSON** Code *Logic*
- 24 **Parse Order Tracking Request** Code *Logic*
- 25 **Send Human Support Acknowledgement** Whats App *Service*
- 26 **Fetch Product Catalog** Google Sheets *Service*
- 27 **Fetch Order Status** Google Sheets *Service*
- 28 **Prepare Product Catalog Context** Code *Logic*
- 29 **Send Order Status Reply** Whats App *Service*
- 30 **AI Semantic Product Matcher** Open Ai *Model*
- 31 **Parse & Validate Product Match** Code *Logic*
- 32 **Product Match Validation Check** If *Logic*
- 33 **Inventory Availability Check** If *Logic*
- 34 **Send Product Error / Stock Failure Message** Whats App *Service*
- 35 **Create New Order Record** Google Sheets *Service*
- 36 **Update Product Inventory** Google Sheets *Service*
- 37 **Send Order Confirmation Message** Whats App *Service*

## How it's built

- **Starts on:** An incoming WhatsApp message
- **Steps:** 37, with 3 branches
- **Size:** Large: read it before trusting it with anything live
- **Connects to:** Google Drive, Google Sheets, Pinecone, Slack, WhatsApp
- **Model:** OpenAI
- **Retrieval:** Answers are drawn from documents you supply, not from the model alone

## Questions

What does it need to run?

An n8n account, plus your own Google Drive, Google Sheets, Pinecone, Slack and WhatsApp accounts, and a key for OpenAI. You connect your own accounts after importing it; none are included.

What starts it?

It starts on an incoming WhatsApp message.

Does it use AI?

Yes. It calls OpenAI. Its answers draw on documents you give it, not on the model alone. Model calls are billed by the provider, not by n8n.

How long does it take to set up?

Take your time. At 37 steps it is large: read it before trusting it with anything live.

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 37 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%2Fhandle-whatsapp-orders-faqs-and-tracking-with-openai)
- **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 Drive](https://millionrounds.com/workflows?service=Google+Drive#library)[Google Sheets](https://millionrounds.com/workflows?service=Google+Sheets#library)[Pinecone](https://millionrounds.com/workflows?service=Pinecone#library)[Slack](https://millionrounds.com/workflows?service=Slack#library)[WhatsApp](https://millionrounds.com/workflows?service=WhatsApp#library)

## Workflows like it

Also e-commerce, with the same services where possible, closest in size first.

- [**Confirm COD orders and recover carts with Telegram** 33 steps · calls a model · Google Sheets, Slack](https://millionrounds.com/workflow/confirm-cod-orders-and-recover-carts-with-telegram)
- [**Process prescription orders and refills with Telegram** 32 steps · calls a model · Google Sheets, Slack](https://millionrounds.com/workflow/process-prescription-orders-and-refills-with-telegram)
- [**Restaurant order & delivery system for WhatsApp with OpenAI** 42 steps · calls a model · Google Drive, WhatsApp](https://millionrounds.com/workflow/restaurant-order-and-delivery-system-for-whatsapp-with-opena)
- [**Handle voice food orders with Google Sheets** 32 steps · Google Sheets](https://millionrounds.com/workflow/handle-voice-food-orders-with-google-sheets)
- [**Recover Shopify abandoned carts with SMS and WhatsApp** 44 steps · Google Sheets, SendGrid](https://millionrounds.com/workflow/recover-shopify-abandoned-carts-with-sms-and-whatsapp)
- [**Review and approve Google Sheets orders by email and notify** 28 steps · Gmail, Google Sheets](https://millionrounds.com/workflow/review-and-approve-google-sheets-orders-by-email-and-notify)