WhatsApp support agent

Routine WhatsApp questions answered from the knowledge base in under a minute; refunds and complaints reach a person every time

Outcomes

• Routine WhatsApp questions answered from the company's own documents in under a minute, in the same chat.
• Refunds, complaints, cancellations and anyone asking for a person reach the support team every time, with the full history.
• The team maintains one thing: the documents. Update the document, and the next answer is right.

Challenge

Support teams answer the same WhatsApp questions all day: opening hours, how a return works, where the invoice is. The urgent complaint sits behind twenty routine questions and waits longest.

Solution

• We built an n8n workflow on the company's WhatsApp Business number that takes text messages only; voice notes and images are left to a person.
• We gave the agent the last turns of each conversation and the company's documents in Pinecone with Gemini embeddings, the model through OpenRouter; when the documents do not cover a question, it says so instead of inventing an answer.
• We routed every refund, complaint, cancellation and request for a person to the support team by e-mail, unanswered by the agent.
• Built as a demo of the pattern; the same flow runs on website chat and e-mail.