Latenode
Google docs
WhatsApp Business Cloud
Google sheets

Instant WhatsApp customer support with Google Docs knowledge base

This automated workflow sets up a smart AI-powered WhatsApp assistant that can instantly answer customer questions by drawing real-time information from a Google Docs knowledge base. The system uses Langchain AI models to understand and respond to user queries, and stores conversation logs in a Google Sheet for review.

The workflow is triggered by new messages received on a WhatsApp Business API phone number, and follows a multi-step process to fetch the knowledge base, generate AI-powered responses, and send them back to the user within a 24-hour window. This solution aims to provide efficient and personalized customer support through an integrated messaging and knowledge management system.

Updated Apr 6, 2026Est. run: 26sEst. cost: $0.0703
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

  • Extracts customer support information from a Google Docs knowledge base
  • Generates AI-powered responses using Gemini AI to answer user inquiries on WhatsApp
  • Stores conversation logs in a Google Sheet for review and analysis
  • Triggers the workflow when new messages are received on a WhatsApp Business API phone number
  • Provides automated and personalized customer support within a 24-hour window

How it works

1
Trigger

Receive new WhatsApp message

The workflow is triggered by a new incoming message on the company's WhatsApp Business API phone number.

2
Action

Fetch knowledge base from Google Doc

The system loads the company's internal knowledge base document from Google Docs, which contains information that will be used to generate responses to customer inquiries.

3
Logic

Prepare the prompt

The message text, knowledge base content, and current date are combined to create the prompt that will be passed to the AI agent for response generation.

4
AI

Pass prompt to AI agent

The prepared prompt is passed to the Langchain AI model and Gemini language model, which will use the knowledge base to generate a relevant response to the customer's message.

5
Action

Clean and format response

The AI-generated response is prepared for sending back to the customer, with any necessary formatting or cleaning applied.

6
Logic

Check 24-hour window

The system checks if the customer's message is within a 24-hour window. If so, the AI-generated response is sent. If not, a pre-approved template message is sent to reopen the conversation.

7
Action

Send AI response

The AI-generated response is sent back to the customer via the WhatsApp Business API.

8
Action

Send template message

If the customer's message is outside the 24-hour window, a pre-approved template message is sent to the customer to reopen the conversation.

9
Action

Log conversation

The user, message, response, and timestamp are stored in a Google Sheet for review and analysis of the customer support conversations.

Setup guide

1

Add Google Docs Credential

1. Go to the Latenode Credentials panel. 2. Click 'Add Credential' and select 'Google Docs'. 3. Follow the authentication flow to grant Latenode access to your Google account. 4. Once authenticated, the Google Docs credential will be available to use in your workflow.

2

Add Google Sheets Credential

1. Go to the Latenode Credentials panel. 2. Click 'Add Credential' and select 'Google Sheets'. 3. Follow the authentication flow to grant Latenode access to your Google account. 4. Once authenticated, the Google Sheets credential will be available to use in your workflow.

3

Configure WhatsApp Business API Credential

1. Go to the Latenode Credentials panel. 2. Click 'Add Credential' and select 'WhatsApp Business Cloud'. 3. Enter your WhatsApp Business API credentials, including your phone number and access token. 4. Save the credential to use in your WhatsApp-related workflow nodes.

4

Set up the WhatsApp Trigger Node

1. Add a 'WhatsApp Trigger' node to your workflow. 2. Select the WhatsApp Business API credential you configured earlier. 3. The node will now listen for incoming WhatsApp messages and pass them to the next nodes in your workflow.

5

Configure the Google Docs, Google Sheets, and LangChain Nodes

1. Add a 'Google Docs' node to fetch the knowledge base document. - Select the Google Docs credential and enter the document URL. 2. Add a 'Google Sheets' node to log the conversation details. - Select the Google Sheets credential and configure the spreadsheet and sheet name. 3. Add a 'LangChain Agent' node to generate the AI-powered response. - Configure the agent to use the Gemini language model. - Map the incoming WhatsApp message and knowledge base content as inputs to the agent.

Requirements

Google Docs account with access to the knowledge base document
Google Sheets account to store conversation logs
WhatsApp Business Cloud API account and phone number
Langchain AI model integration to understand and respond to user queries

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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