Automation library · Customer support

Route RAG customer support across WhatsApp and Outlook

Started by an incoming WhatsApp message, and works across Google Sheets, Outlook, Pinecone, Slack and one other. It puts Gemini and OpenRouter behind a retrieval step, so answers are drawn from documents you supply rather than from the model alone. 41 steps, 6 branches: large, and worth reading before you trust it with anything live.

LargeCalls a model: Gemini, OpenRouterRetrieval

Download free
41 stepsLarge: read it before trusting it with anything live
6Branches: places the flow splits
0Loops or waits
5Services it connects to

The flow

Starts it 6Model 10Logic 13Service 12

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

  1. 1Document Upload FormForm triggerStarts it
  2. 2Embeddings ModelEmbeddings Google GeminiModel
  3. 3Token SplitterText Splitter Token SplitterModel
  4. 4WhatsApp TriggerWhats App triggerStarts it
  5. 5Conversation MemoryMemory Buffer WindowModel
  6. 6Structured Reply SchemaOutput Parser StructuredModel
  7. 7Outlook TriggerMicrosoft Outlook triggerStarts it
  8. 8Embeddings Google GeminiEmbeddings Google GeminiModel
  9. 9OpenRouter Chat ModelLm Chat Open RouterModel
  10. 10Slack Slash Command (/resolve)WebhookStarts it
  11. 11Insert into Vector StoreVector Store PineconeModel
  12. 12Document LoaderDocument Default Data LoaderModel
  13. 13Normalize WhatsAppSetLogic
  14. 14AI Support AgentAgentModel
  15. 15Normalize EmailSetLogic
  16. 16Knowledge BaseVector Store PineconeModel
  17. 17Extract Contact IDSetLogic
  18. 18Ingestion SuccessSetLogic
  19. 19MergeSetLogic
  20. 20Prepare Reply OutputSetLogic
  21. 21Contact ID Provided?IfLogic
  22. 22Check HandoffGoogle SheetsService
  23. 23Is Handoff Requested?IfLogic
  24. 24Respond to Slack (OK)Respond To WebhookStarts it
  25. 25Respond to Slack (Error)Respond To WebhookStarts it
  26. 26Prepare Agent InputSetLogic
  27. 27Save HandoffGoogle SheetsService
  28. 28Route by Channel (Answer)SwitchLogic
  29. 29Find Handoff RowGoogle SheetsService
  30. 30Is Contact In Handoff?IfLogic
  31. 31Notify Support ChannelSlackService
  32. 32Send WhatsApp AnswerWhats AppService
  33. 33Send Email AnswerMicrosoft OutlookService
  34. 34Active Handoff Found?IfLogic
  35. 35Forward to Support ChannelSlackService
  36. 36Route by Channel (Handoff)SwitchLogic
  37. 37Mark Resolved in SheetGoogle SheetsService
  38. 38Notify Not FoundSlackService
  39. 39Send WhatsApp ReplyWhats AppService
  40. 40Send Email ReplyMicrosoft OutlookService
  41. 41Notify Support Channel1SlackService

How it's built

Starts on
An incoming WhatsApp message
Steps
41, with 6 branches
Size
Large: read it before trusting it with anything live
Connects to
Google Sheets, Outlook, Pinecone, Slack, 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 Google Sheets, Outlook, Pinecone, Slack 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 41 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 41 steps before you point it at anything that matters.