AI WhatsApp Support
& Escalation System
WhatsApp customer support automation system that receives incoming customer messages, understands the conversation context, replies automatically using AI, and escalates sensitive cases to a human support team.
Overview
This system receives WhatsApp messages through a Twilio webhook in Make.com, checks if the message was already processed, retrieves the customer’s previous conversation history, sends the message to OpenAI for analysis, and returns a structured response with the customer reply and intent. Based on the intent, the system either replies automatically, asks for missing information, or escalates the case to a human support team through Google Sheets.
Workflow Overview
The workflow is built in Make.com and connects Twilio WhatsApp, a custom webhook, Make Data Store, OpenAI, JSON parsing, router logic, webhook responses, and Google Sheets into one automated customer support and escalation system.
Key Features
- Webhook-based WhatsApp message intake through Twilio
- Duplicate message protection using Twilio MessageSid
- Customer conversation memory stored per WhatsApp user
- OpenAI message understanding and support reply generation
- Structured JSON output with reply and intent
- Intent classification into answer, collect_info, or escalate
- Automatic WhatsApp replies for normal support questions
- Human escalation for refunds, payment problems, complaints, angry customers, and sensitive issues
- Google Sheets escalation log for support team follow-up
- Fallback response handling when AI processing or JSON parsing fails
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