Answer WhatsApp gold chain enquiries using Google Sheets and Twilio
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muhd dahlan
Description
Quick overview
This workflow receives incoming Twilio WhatsApp messages, looks up gold chain availability and last-approved prices from Google Sheets (or built-in demo stock), optionally uses an OpenAI-compatible model to parse what the customer wants, and replies with matching in-stock items or escalates complex requests to the owner.
How it works
Receives an inbound WhatsApp message via a Twilio webhook (or uses built-in demo messages when run manually).
Loads the current catalogue from a Google Sheets Stock tab, or falls back to the workflow’s demo stock data if no sheet is configured.
Parses the customer’s text to extract style, karat, length, and quantity using keyword rules, optionally refining those fields with an OpenAI-compatible chat completion request.
Builds a response based on the sheet data: confirms opt-out requests, escalates bulk/orders/custom/complaints to the owner, or returns up to three closest in-stock matches with quantities and list prices.
Routes messages based on mode (preview/test/live) and sends replies and owner alerts through Twilio WhatsApp, or outputs a preview when sending is disabled.
If the customer opted out and live writing is enabled, updates the Google Sheets Customers tab to mark the WhatsApp number as opted out.
Setup
Create a Twilio WhatsApp sender and configure Twilio’s “A message comes in” webhook to POST to this workflow’s webhook URL.
Add Twilio credentials in n8n and set your WhatsApp sender number in TWILIO_WHATSAPP_FROM and your escalation number in OWNER_WHATSAPP in the config.
Create a Google Sheet with Stock and Customers tabs (and the expected columns), add Google Sheets credentials in n8n, and set SHEET_ID in the config.
(Optional) Add an OpenAI API key (or compatible endpoint) and set AI_API_KEY, AI_BASE_URL, and AI_MODEL in the config to improve message parsing.
Choose your run mode by setting TEST_RUN and (optionally) TEST_WHATSAPP in the config before switching to live sending and writing.
This workflow was created by muhd dahlan and shared publicly on the n8n community template library. n8nFind indexes it for discovery — the workflow remains the property of its original creator.