See llms.txt for all machine-readable content.

Back to Templates

Answer Shopify order status questions on WhatsApp with OpenAI and Shiprocket

Created by

Created by: Rahul Joshi || rahul08
Rahul Joshi

Last update

Last update 2 days ago

Categories

Quick overview

This workflow answers WhatsApp “Where’s my order?” questions using an OpenAI agent with live Shopify order lookups and Shiprocket tracking, logs each turn to Google Sheets, and hands the conversation to a human via Slack with a one-click link to resume the bot.

How it works

  1. Triggers when a new WhatsApp message is received and extracts the sender phone number, name, message type, and text.
  2. Looks up the phone number in a Google Sheets “WISMO Conversations” tab to decide whether the chat is currently in bot mode, human mode, or unsupported (non-text) mode.
  3. If the chat is in human mode, forwards the customer’s message to a Slack channel for an agent to handle.
  4. If the message is unsupported, replies on WhatsApp asking the customer to type their order number or question.
  5. If the chat is in bot mode, uses an OpenAI agent with chat memory to fetch recent Shopify orders by phone, optionally look up an order by number (with ownership verification), pull live Shiprocket tracking by AWB, and reference a built-in return policy tool.
  6. Applies guardrails to the agent output, sends the reply on WhatsApp, and logs the message/reply, intent, sentiment, and handoff status to a Google Sheets “WISMO Log” tab.
  7. If a human handoff is needed, updates the conversation state in Google Sheets, posts a Slack handoff card with context and a “resume bot” link, and the resume webhook validates a one-time token before switching the chat back to bot mode.

Setup

  1. Connect WhatsApp Business Cloud credentials (trigger and send), an OpenAI API credential, a Google Sheets OAuth credential, and a Slack OAuth credential.
  2. Create a Shopify custom app with read_orders access and configure HTTP Header Auth with X-Shopify-Access-Token, then replace REPLACE_STORE with your Shopify store domain in both Shopify GraphQL requests.
  3. Create Shiprocket credentials for HTTP Custom Auth (login email/password), and ensure the workflow can call the Shiprocket auth and AWB tracking endpoints.
  4. Create a Google Sheet with “WISMO Conversations” and “WISMO Log” tabs, set REPLACE_WITH_GOOGLE_SHEET_ID, and ensure the Conversations tab includes the columns used for state (phone, human_mode, human_until, resume_token, consecutive_fails, last_order).
  5. Set REPLACE_WITH_SLACK_CHANNEL_ID, REPLACE_WITH_WHATSAPP_PHONE_NUMBER_ID, and REPLACE-N8N-DOMAIN (used in the Slack resume link), then customize the return policy text and returns URL in the return policy tool.