Quick Overview This workflow handles WhatsApp customer service via OpenWA, using Google Gemini and a Google Sheets knowledge base to answer personal chats, while routing conversations to a human queue in Google Sheets when escalation is needed. How it works Triggers on OpenWA WhatsApp events and ignores message reactions except for specific ✅/☑ reactions used to re-enable AI handling. Normalizes incoming event fields and processes only personal chats (IDs ending with @c.us) that are not sent by your own WhatsApp account. Checks a Google Sheets “Session Chat” list to decide whether the conversation is currently handled by a human, and only continues to AI when no active human session is found. Uses a Google Gemini chat model with short-term memory and a Google Sheets “Database Company” tool to draft a friendly Indonesian response based only on the sheet data. If the AI response does not contain the #admin escalation token, it sends the reply back to the customer via OpenWA. If the AI response contains #admin, it appends the chat to the Google Sheets “Session Chat” sheet to flag it for human follow-up.
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