Latenode
WhatsApp Business Cloud
Google docs
Google sheets

Automate WhatsApp customer support with Google Docs knowledge base

This automation creates a smart WhatsApp AI assistant that pulls real-time information from a Google Docs knowledge base to provide instant customer support. Users can ask free-form questions on WhatsApp, and the bot will craft a custom AI-generated response by merging the document content with the user's query and today's date.

The workflow is triggered by incoming messages to a WhatsApp Business API webhook, retrieves the Google Docs knowledge base, and uses the Gemini AI model to generate a natural language response that is then sent back to the user on WhatsApp. All conversations are logged to a Google Sheet for reporting and auditing purposes.

Updated Apr 2, 2026Est. run: 16sEst. cost: $0.001
How Latenode estimates time and cost

Latenode bills workflow runs in credits: 1 credit = 30 seconds of processing. Minimum charge per run depends on your plan. Plug-and-Play (PnP) AI nodes are billed separately—each PnP token is $1 USD, charged pay-as-you-go at vendor cost plus a small processing fee, with no API keys required.

Full pricing — how credits work →
Messaging & bots

Workflow preview

What this template does

  • Retrieves customer support information from a Google Docs knowledge base
  • Uses Gemini AI to generate natural language responses to user inquiries
  • Sends automated responses to user inquiries on WhatsApp
  • Logs all conversations to a Google Sheet for reporting and auditing
  • Provides a centralized knowledge base for customer support content

How it works

1
Trigger

Receive WhatsApp Message

The automation is triggered by an incoming message from the WhatsApp Business Cloud API. This incoming message from a user is the starting point for the workflow.

2
Action

Retrieve Knowledge Base

The automation then retrieves the relevant content from the Google Docs knowledge base, which contains information that can be used to provide customer support.

3
Action

Get Current Date

The current date is extracted to be used in crafting the AI-generated response.

4
Logic

Prepare AI Prompt

The user's query, the knowledge base content, and the current date are combined to create the prompt that will be used by the Gemini AI model to generate a natural language response.

5
AI

Generate AI Response

The Gemini AI model processes the prompt and generates a natural language response that is customized to the user's query and the information from the knowledge base.

6
Action

Log Conversation

The chat history, including the user's query and the AI-generated response, is recorded in a Google Sheet for reporting and auditing purposes.

7
Action

Send Response

The AI-generated response is then sent back to the user via the WhatsApp Business Cloud API, providing the customer with the information they requested.

Setup guide

1

Add WhatsApp Business Cloud API credential

Add your WhatsApp Business Cloud API credential in the Latenode Credentials panel. This will allow the workflow to receive and respond to WhatsApp messages.

2

Configure Google Docs connection

In the Latenode builder, add a Google Docs node and authorize access to the Google Doc that contains your company's customer support knowledge base.

3

Set up Gemini AI integration

Add the Gemini AI credential in the Latenode Credentials panel. This will enable the workflow to use the Gemini language model for generating AI-powered responses.

4

Configure Google Sheets logging

Add a Google Sheets node to the workflow and specify the spreadsheet and worksheet where you want to log the customer support conversations.

5

Map workflow fields

In the node settings, map the relevant fields from the WhatsApp, Google Docs, and Gemini AI nodes to prepare the final AI prompt and response.

Requirements

Google Docs API access to read the customer support knowledge base
WhatsApp Business Cloud API access to receive incoming messages and send automated responses
Google Sheets API access to log all conversations for reporting and auditing
Gemini AI model integration to generate natural language responses based on user inquiries and knowledge base content

FAQ

Common questions about this template

Each run uses credits on your Latenode plan. We charge for processing time (1 credit = 30 seconds). Your actual cost depends on your plan and how long the run takes. See pricing plans for plans and how credits work.
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