# Route RAG customer support across WhatsApp and Outlook: n8n workflow

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

Source: https://millionrounds.com/workflow/route-rag-customer-support-across-whatsapp-and-outlook (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)

# 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.

Large Calls a model: Gemini, OpenRouter Retrieval

[Download free](https://millionrounds.com/login?next=%2Fapp%2Fworkflow%2Froute-rag-customer-support-across-whatsapp-and-outlook)

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

**6** Branches: places the flow splits

**0** Loops or waits

**5** Services it connects to

## The flow

Starts it 6 Model 10 Logic 13 Service 12

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

- 1 **Document Upload Form** Form trigger *Starts it*
- 2 **Embeddings Model** Embeddings Google Gemini *Model*
- 3 **Token Splitter** Text Splitter Token Splitter *Model*
- 4 **WhatsApp Trigger** Whats App trigger *Starts it*
- 5 **Conversation Memory** Memory Buffer Window *Model*
- 6 **Structured Reply Schema** Output Parser Structured *Model*
- 7 **Outlook Trigger** Microsoft Outlook trigger *Starts it*
- 8 **Embeddings Google Gemini** Embeddings Google Gemini *Model*
- 9 **OpenRouter Chat Model** Lm Chat Open Router *Model*
- 10 **Slack Slash Command (/resolve)** Webhook *Starts it*
- 11 **Insert into Vector Store** Vector Store Pinecone *Model*
- 12 **Document Loader** Document Default Data Loader *Model*
- 13 **Normalize WhatsApp** Set *Logic*
- 14 **AI Support Agent** Agent *Model*
- 15 **Normalize Email** Set *Logic*
- 16 **Knowledge Base** Vector Store Pinecone *Model*
- 17 **Extract Contact ID** Set *Logic*
- 18 **Ingestion Success** Set *Logic*
- 19 **Merge** Set *Logic*
- 20 **Prepare Reply Output** Set *Logic*
- 21 **Contact ID Provided?** If *Logic*
- 22 **Check Handoff** Google Sheets *Service*
- 23 **Is Handoff Requested?** If *Logic*
- 24 **Respond to Slack (OK)** Respond To Webhook *Starts it*
- 25 **Respond to Slack (Error)** Respond To Webhook *Starts it*
- 26 **Prepare Agent Input** Set *Logic*
- 27 **Save Handoff** Google Sheets *Service*
- 28 **Route by Channel (Answer)** Switch *Logic*
- 29 **Find Handoff Row** Google Sheets *Service*
- 30 **Is Contact In Handoff?** If *Logic*
- 31 **Notify Support Channel** Slack *Service*
- 32 **Send WhatsApp Answer** Whats App *Service*
- 33 **Send Email Answer** Microsoft Outlook *Service*
- 34 **Active Handoff Found?** If *Logic*
- 35 **Forward to Support Channel** Slack *Service*
- 36 **Route by Channel (Handoff)** Switch *Logic*
- 37 **Mark Resolved in Sheet** Google Sheets *Service*
- 38 **Notify Not Found** Slack *Service*
- 39 **Send WhatsApp Reply** Whats App *Service*
- 40 **Send Email Reply** Microsoft Outlook *Service*
- 41 **Notify Support Channel1** Slack *Service*

## 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.

## 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%2Froute-rag-customer-support-across-whatsapp-and-outlook)
- **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)[Outlook](https://millionrounds.com/workflows?service=Outlook#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 customer support, with the same services where possible, closest in size first.

- [**Handle WhatsApp support chats with OpenRouter and Pinecone** 44 steps · calls a model · Pinecone, WhatsApp](https://millionrounds.com/workflow/handle-whatsapp-support-chats-with-openrouter-and-pinecone)
- [**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)
- [**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)
- [**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)