One support brain, three doors: web chat, Telegram and WhatsApp
Ask about an order, delivery, returns or anything a shop gets asked. Gemini answers from Harborline Goods' policies and the sample orders, and the moment it is unsure, or you ask for a person, it hands the chat to a human with a ticket number, a Telegram alert and an email. Every turn is logged to Google Sheets.
Session · 30 messages per session, 300 a day for the public demo.
Same agent, other channels
Telegram Open @HarborlineSupportBot and say hello, it answers there with the same brain and the same order data.
WhatsAppThe same brain answers on the WhatsApp Cloud API. It runs on Meta's test number, which only talks to verified phones, so WhatsApp is tested with our own phone rather than opened to the public.
Hand-offWhen the agent escalates, a human gets the full transcript by email and Telegram and the customer gets a ticket number.
Sample orders to ask about
| Order | Status |
|---|---|
| HG-10234 Cast-iron casserole 24 cm, two linen tea towels | shipped |
| HG-10235 Stoneware mug set of 4 | processing |
| HG-10236 Oak chopping board, olive-wood salad servers | delivered |
| HG-10237 Electric milk frother | return received |
| HG-10238 Copper kettle 1.7 L | cancelled |
Policies it knows: UK and EU shipping, tracking, 30-day returns, damaged items and warranty, cancellations, payment methods, discount codes, gift cards, accounts, wholesale, opening hours.
What happens behind the chat
- Each channel (web form, Telegram Trigger, WhatsApp Trigger) normalises the message into the same shape: channel, chat id, name, text.
- n8n loads the conversation memory (last 8 turns), detects order numbers and attaches the matching sample orders, and sends the knowledge base plus the conversation to Google Gemini, which returns JSON: reply, intent, confidence, sentiment and whether to hand off.
- The reply goes back through the same door it came in. A hand-off creates a ticket, emails the transcript to the owner inbox and pings the owner on Telegram. Every turn is a row in Google Sheets and the private owner view shows live conversations.