Manage WhatsApp property maintenance tickets with WATI and Google Sheets

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Last update 3 days ago

🎯 What This Workflow Does

Turns WhatsApp into an intelligent bridge between tenants, maintenance teams, and landlords:

📝 Instant Ticket Creation
Tenants can report any property issue via WhatsApp. The system automatically classifies the problem (Plumbing, Electrical, etc.) and assigns a priority level based on keywords.
🚦 Smart Command Routing
A master switch node handles incoming messages based on intent:
- New Issue: Classifies and logs a new ticket.
- update <id> <status>: Allows maintenance teams to update progress.
- rate <id> <1-5>: Captures tenant satisfaction scores.
- mystatus: Provides tenants a view of their active tickets.
- dashboard: Gives landlords an overview of property health.
🛠️ Maintenance Coordination
Simultaneously notifies the tenant of their Ticket ID and pings the relevant maintenance team with full issue details and an SLA deadline.
🚨 Proactive SLA Monitoring
A daily morning trigger scans all open tickets for SLA breaches (e.g., High Priority overdue after 4 hours) and alerts the landlord and teams for immediate action.

Keyword Intelligence: Uses built-in logic to detect urgent issues like "leak" or "no power" and auto-flags them as High Priority.
Team Mapping: Automatically routes requests to specific teams (Plumbing, Electrical, Structural) based on the detected category.
Service Rating Loop: Automatically prompts tenants for a 1-5 star rating once a ticket is marked "resolved," logging feedback directly for the landlord.
Property Dashboard: Landlords receive a visual summary including total open tickets, average ratings, and category breakdowns.
Audit Trail: Every status change and team note is timestamped and saved in the lastUpdated column in Google Sheets.

Property Managers: Handling requests for multiple buildings without a manual call center.
Landlords: Keeping a transparent, timestamped record of all repairs and contractor performance.
Facility Management Firms: Coordinating various specialized technical teams across different sites.
Co-living Spaces: Providing a modern, mobile-first support experience for young professional tenants.

WATI – To receive tenant issues and send status updates to all parties.
Google Sheets – To act as your centralized ticket database and landlord dashboard.

Photo Evidence: Add a node to allow tenants to upload photos of the damage to be saved in a Google Drive folder.
AI Summarization: Integrate OpenAI to summarize long tenant descriptions for quicker team review.

Import Template – Copy the JSON and import it into your n8n instance.
Set Credentials – Connect your WATI and Google Sheets accounts.
Configure Teams – Edit the teamMap in the Classify Issue node to include your contractors' actual WhatsApp numbers.
Configure Sheets – Ensure your Google Sheet has a Tickets tab with headers:

ticketId, phone, tenantName, issueText, category, priority, status, assignedTeam, teamPhone, createdAt, slaDueAt, rating, lastUpdated, notes
Test the Loop – Send "My sink is leaking" to your WATI number, then use a team number to reply update <ID> in-progress.

Zero manual routing: Issues reach the right technician without administrative intervention.
Improved transparency: Tenants are never "left in the dark" about the status of their repairs.
Data-driven management: Identify recurring structural issues and underperforming teams via the dashboard.
Accountability: SLA breach alerts ensure no emergency ticket is forgotten.

Ready to simplify your property management? Import this template and connect your Google Sheets to start tracking maintenance requests today!