n8n WhatsApp GPT-4o NDR Automation for Shiprocket & Delhivery

Automatically handle Shiprocket & Delhivery NDR on WhatsApp—powered by GPT-4o

This n8n workflow receives courier non-delivery (NDR) webhooks from Shiprocket or Delhivery, contacts the customer on WhatsApp with resolution options, interprets replies using OpenAI (gpt-4o-mini), and submits the correct NDR action back to the courier API—while escalating risky or stalled cases to Slack.

What this workflow does

• Detects NDR events: Listens for webhook payloads from Shiprocket/Delhivery when tracking indicates a failed delivery.
• Normalizes & deduplicates: Converts the courier payload into a consistent format, removes repeated attempts, calculates an NDR reason, and computes an RTO-risk score.
• Finds shipment context: Looks up shipment details in Google Sheets, then opens/logs the case to an “NDR Log” sheet.
• Notifies the customer on WhatsApp: Sends a message with numbered resolution options. If the phone number is missing or the risk is high, it alerts a Slack channel.
• Reads customer responses: When the customer replies on WhatsApp, the workflow matches the message to the latest open case in Google Sheets.
• Extracts intent with AI: Uses OpenAI (gpt-4o-mini) to extract structured intent such as reattempt, reschedule, address update, cancel, or alternate phone.
• Validates requests & acts: For example, reschedules must be within 1–5 days and pincode changes are flagged. It either requests clarification on WhatsApp or escalates to Slack.
• Triggers courier NDR actions: For valid requests, submits the appropriate NDR action via Shiprocket/Delhivery HTTP APIs, logs the courier response, and confirms success to the customer or alerts Slack if needed.

Use cases

• Customer doesn’t receive delivery → immediate WhatsApp options to reschedule, update details, or cancel.
• High-risk NDR (or missing phone) → automated Slack escalation for faster operations.
• Accurate mapping of WhatsApp replies to the correct shipment case using Google Sheets.

Technical details (n8n)

• Webhook (Shiprocket/Delhivery NDR trigger)
• WhatsApp (send resolution options, receive replies)
• Google Sheets (shipment lookup, NDR Log, latest-case matching)
• OpenAI (gpt-4o-mini) for extracting intent from inbound replies
• Slack for risk/stall escalation
• Nodes/logic: if, code, switch, webhook, plus HTTP API calls to Shiprocket/Delhivery