# Handle WhatsApp support chats with OpenRouter and Pinecone: n8n workflow

> Started by an incoming WhatsApp message, and works across Pinecone and WhatsApp. It puts Gemini and OpenRouter behind a retrieval step, so answers are drawn...

Source: https://millionrounds.com/workflow/handle-whatsapp-support-chats-with-openrouter-and-pinecone (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)

# Handle WhatsApp support chats with OpenRouter and Pinecone

Started by an incoming WhatsApp message, and works across Pinecone and WhatsApp. It puts Gemini and OpenRouter behind a retrieval step, so answers are drawn from documents you supply rather than from the model alone. 44 steps, 6 branches: large, and worth reading before you trust it with anything live.

Large Calls a model: Gemini, OpenRouter Retrieval

[Download free](https://millionrounds.com/login?next=%2Fapp%2Fworkflow%2Fhandle-whatsapp-support-chats-with-openrouter-and-pinecone)

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

**6** Branches: places the flow splits

**0** Loops or waits

**2** Services it connects to

## The flow

Starts it 5 Model 7 Logic 10 Service 22

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

- 1 **WhatsApp Trigger** Whats App trigger *Starts it*
- 2 **OpenRouter Model1** Lm Chat Open Router *Model*
- 3 **Simple Memory** Memory Buffer Window *Model*
- 4 **Create Case** Http Request Tool *Service*
- 5 **Gemini** Embeddings Google Gemini *Model*
- 6 **Outbound Webhook** Webhook *Starts it*
- 7 **Summarize Webhook** Webhook *Starts it*
- 8 **OpenRouter Model** Lm Chat Open Router *Model*
- 9 **Route by Event** Switch *Logic*
- 10 **AI Agent1** Agent *Model*
- 11 **Knowledge Base** Vector Store Pinecone *Model*
- 12 **Has Media?** If *Logic*
- 13 **Fetch Messages** Http Request *Service*
- 14 **Summarize** Chain Llm *Model*
- 15 **Store Read** Http Request *Service*
- 16 **Store Sent** Http Request *Service*
- 17 **Store Delivered** Http Request *Service*
- 18 **Contact Lookup** Http Request *Service*
- 19 **Prepare Agent Reply** Set *Logic*
- 20 **Route By Media Type** Switch *Logic*
- 21 **Send Text** Whats App *Service*
- 22 **Respond Summary** Respond To Webhook *Starts it*
- 23 **Normalise Message** Set *Logic*
- 24 **Send message** Whats App *Service*
- 25 **Send Media - Image** Whats App *Service*
- 26 **Send Media - Video** Whats App *Service*
- 27 **Send Media - Document** Whats App *Service*
- 28 **Send Media - Audio** Whats App *Service*
- 29 **Log Outbound** Http Request *Service*
- 30 **Route by Message Type** Switch *Logic*
- 31 **Store Outbound Msg** Http Request *Service*
- 32 **Respond OK** Respond To Webhook *Starts it*
- 33 **Store Reaction** Http Request *Service*
- 34 **Store Inbound Msg** Http Request *Service*
- 35 **Get Media URL** Whats App *Service*
- 36 **Case Open Check** Http Request *Service*
- 37 **Download Media** Http Request *Service*
- 38 **Case Open?** If *Logic*
- 39 **Upload Media** Http Request *Service*
- 40 **Reply Router** If *Logic*
- 41 **Prepare Media Message** Set *Logic*
- 42 **Prepare Static Reply** Set *Logic*
- 43 **Send Static Reply** Whats App *Service*
- 44 **Store Static Outbound** Http Request *Service*

## How it's built

- **Starts on:** An incoming WhatsApp message
- **Steps:** 44, with 6 branches
- **Size:** Large: read it before trusting it with anything live
- **Connects to:** Pinecone, WhatsApp
- **Model:** Gemini, OpenRouter
- **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 Pinecone and WhatsApp accounts, and a key for Gemini and OpenRouter. 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 Gemini and OpenRouter. 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 44 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 44 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-support-chats-with-openrouter-and-pinecone)
- **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.

[Pinecone](https://millionrounds.com/workflows?service=Pinecone#library)[WhatsApp](https://millionrounds.com/workflows?service=WhatsApp#library)

## Workflows like it

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

- [**Multi-department support bot with Pinecone and Telegram** 46 steps · calls a model · Google Drive, Pinecone](https://millionrounds.com/workflow/multi-department-support-bot-with-pinecone-and-telegram)
- [**Route RAG customer support across WhatsApp and Outlook** 41 steps · calls a model · Google Sheets, Outlook](https://millionrounds.com/workflow/route-rag-customer-support-across-whatsapp-and-outlook)
- [**AI-powered WhatsApp customer service with OpenAI and Gmail** 37 steps · calls a model · Gmail, Google Sheets](https://millionrounds.com/workflow/ai-powered-whatsapp-customer-service-with-openai-and-gmail)
- [**Route WhatsApp support requests with Claude and Supabase** 37 steps · calls a model · Gmail, Google Calendar](https://millionrounds.com/workflow/route-whatsapp-support-requests-with-claude-and-supabase)
- [**Autonomous customizable support chatbot** 36 steps · calls a model · Intercom, Pinecone](https://millionrounds.com/workflow/autonomous-customizable-support-chatbot)
- [**Use OCR and vector search to answer questions with WhatsApp** 35 steps · calls a model · Google Drive, Pinecone](https://millionrounds.com/workflow/use-ocr-and-vector-search-to-answer-questions-with-whatsapp)