AI WhatsApp Support Bot Workflow: Google Drive + OpenAI + Telegram

AI WhatsApp Support Bot Workflow with Google Drive Knowledge + OpenAI + Telegram Handoffs

Turn your WhatsApp customer questions into instant, accurate support replies—powered by OpenAI and your own Google Drive documents—while automatically escalating to your team via Telegram when a human is needed. This n8n workflow builds an AI knowledge base from Google Drive, answers from it, and logs every handoff to Google Sheets.

What this workflow does

• Initial setup (manual run): Creates n8n Data Tables for chat sessions, messages, and the knowledge base, then indexes documents from a Google Drive folder.
• Ongoing knowledge sync (hourly): Scans the Google Drive folder for new, changed, or deleted files and keeps the knowledge base table in sync.
• WhatsApp message handling: Triggers on incoming WhatsApp messages, skips duplicates and old messages, transcribes voice notes with OpenAI when present, and stores customer messages.
• Human vs AI routing: Checks whether the chat is currently assigned to a human; if not, it proceeds with AI.
• AI answer from your documents: Retrieves recent conversation history, creates OpenAI embeddings for the customer question, ranks the most relevant document passages from the knowledge base, and prompts an OpenAI chat model to answer only from those passages.
• Telegram handoff when needed: If the AI can’t answer or a human is requested, it pauses the bot for that chat, alerts a Telegram group with context, logs the handoff to Google Sheets, and sends a handoff message back to the customer on WhatsApp.

Use cases

• Customer support for SaaS products using policy, FAQ, and docs stored in Google Drive
• 24/7 WhatsApp question answering with reliable document-grounded responses
• Automatic escalation to a human support team via Telegram with full conversation context

Technical details

• Integrations: WhatsApp (triggering and replies), Google Drive, OpenAI, Telegram, Google Sheets
• n8n nodes/logic mentioned: if, set, code, filter, switch, telegram
• Data storage: n8n Data Tables for chats, messages, and knowledge base