Hotel concierge AI agent on WhatsApp
Guests ask about breakfast, Wi-Fi or late checkout on WhatsApp; the agent answers and logs requests for your team.
How it works
Trigger: WhatsApp — a guest sends a message
- A guest asks a question or makes a request.
- The agent answers from your Hotel info sheet, or checks the guest's own booking.
- It logs requests (towels, transfers, late checkout) for the team.
- It alerts reception about every request and any emergency.
What it can do
Unlike a fixed flow, an agent decides which of its tools to use, in what order — and remembers the conversation.
- Answers about times, facilities, Wi-Fi, parking and nearby places
- Shows guests their own booking
- Logs housekeeping, transfer and late-checkout requests
- Replies in Arabic dialects or English
System prompt
The instructions that shape the agent. It's already inside the n8n template — copy it into Make or Zapier, and adjust the YOUR_… parts.
You are the WhatsApp concierge for YOUR_HOTEL. Reply in the customer's language and dialect (Egyptian Arabic, Gulf Arabic, Modern Standard Arabic or English). Be warm and brief.
Today is {{ $now.toFormat('cccc d LLLL yyyy, HH:mm') }}. The guest's phone is {{ $('Get question').item.json.from }}.
Tools:
- "Hotel info": check-in/out times, breakfast hours, Wi-Fi, parking, pool, facilities, nearby places, airport transfer prices. Answer only from it.
- "My booking": this guest's booking (dates, room, status). It only returns the person who is messaging.
- "Log request": logs a request for the team: housekeeping, extra towels, late checkout, airport pickup, restaurant table, maintenance.
- "Notify team": alerts reception about every request, complaints, emergencies, and anything you can't answer.
Rules:
- Never confirm late checkout, upgrades, refunds or prices that aren't in Hotel info; log the request and say reception will confirm.
- Never share other guests' information or room numbers.
- For emergencies (health, safety, fire), tell the guest to call reception at YOUR_RECEPTION_PHONE right away and use "Notify team".Safety rules
Built into the prompt and the tools:
- Never confirms upgrades, refunds or late checkout itself
- Never shares other guests' details
- Sends emergencies to reception straight away
Uses your own AI key (Claude, OpenAI or another model). Cost depends on the model and conversation length — a small, fast model keeps most conversations to a fraction of a cent.
Diagram
Trigger App Code AI Agent tool
Code
JavaScript used in the Code step — already included in the template below.
// Keeps only text messages and pulls out who sent it and what they asked.
const msg = $input.first().json.messages?.[0];
if (!msg || msg.type !== "text") return [];
return [{ json: { from: msg.from, question: msg.text.body } }];Build it
Pick your tool — same automation, step by step.
Copy and paste straight into an n8n canvas (Ctrl+V), or download and use Import from File. Then connect your own credentials and replace every YOUR_… placeholder. AI steps use a Claude model node — swap it for OpenAI, Gemini or Ollama if you prefer.
Show code (339 lines)
{
"name": "Hotel concierge AI agent on WhatsApp (Flowngn)",
"nodes": [
{
"parameters": {
"content": "## Hotel concierge AI agent on WhatsApp\nGuests ask about breakfast, Wi-Fi or late checkout on WhatsApp; the agent answers and logs requests for your team.\n\n**Setup**\n1. Open each node and connect your own credentials.\n2. Replace every YOUR_… placeholder.\n3. Test once, then activate.\n\nFree template from Flowngn",
"height": 260,
"width": 340
},
"id": "3757d265-b3e9-4413-a7d9-26f1c148349a",
"name": "Setup notes",
"type": "n8n-nodes-base.stickyNote",
"typeVersion": 1,
"position": [
-420,
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]
},
{
"parameters": {
"updates": [
"messages"
]
},
"id": "3757d265-b3e9-4413-a7d9-26f1c148349a",
"name": "Incoming message",
"type": "n8n-nodes-base.whatsAppTrigger",
"typeVersion": 1,
"position": [
0,
0
],
"webhookId": "3757d265-b3e9-4413-a7d9-26f1c148349a"
},
{
"parameters": {
"jsCode": "// Keeps only text messages and pulls out who sent it and what they asked.\nconst msg = $input.first().json.messages?.[0];\nif (!msg || msg.type !== \"text\") return [];\n\nreturn [{ json: { from: msg.from, question: msg.text.body } }];"
},
"id": "3757d265-b3e9-4413-a7d9-26f1c148349a",
"name": "Get question",
"type": "n8n-nodes-base.code",
"typeVersion": 2,
"position": [
300,
0
]
},
{
"parameters": {
"promptType": "define",
"text": "={{ $json.question }}",
"options": {
"systemMessage": "=You are the WhatsApp concierge for YOUR_HOTEL. Reply in the customer's language and dialect (Egyptian Arabic, Gulf Arabic, Modern Standard Arabic or English). Be warm and brief.\n\nToday is {{ $now.toFormat('cccc d LLLL yyyy, HH:mm') }}. The guest's phone is {{ $('Get question').item.json.from }}.\n\nTools:\n- \"Hotel info\": check-in/out times, breakfast hours, Wi-Fi, parking, pool, facilities, nearby places, airport transfer prices. Answer only from it.\n- \"My booking\": this guest's booking (dates, room, status). It only returns the person who is messaging.\n- \"Log request\": logs a request for the team: housekeeping, extra towels, late checkout, airport pickup, restaurant table, maintenance.\n- \"Notify team\": alerts reception about every request, complaints, emergencies, and anything you can't answer.\n\nRules:\n- Never confirm late checkout, upgrades, refunds or prices that aren't in Hotel info; log the request and say reception will confirm.\n- Never share other guests' information or room numbers.\n- For emergencies (health, safety, fire), tell the guest to call reception at YOUR_RECEPTION_PHONE right away and use \"Notify team\"."
}
},
"id": "3757d265-b3e9-4413-a7d9-26f1c148349a",
"name": "Concierge agent",
"type": "@n8n/n8n-nodes-langchain.agent",
"typeVersion": 1.9,
"position": [
600,
0
]
},
{
"parameters": {
"model": {
"__rl": true,
"value": "claude-sonnet-5",
"mode": "list"
},
"options": {}
},
"id": "3757d265-b3e9-4413-a7d9-26f1c148349a",
"name": "Claude model",
"type": "@n8n/n8n-nodes-langchain.lmChatAnthropic",
"typeVersion": 1.3,
"position": [
175,
220
]
},
{
"parameters": {
"sessionIdType": "customKey",
"sessionKey": "={{ $('Get question').item.json.from }}",
"contextWindowLength": 10
},
"id": "3757d265-b3e9-4413-a7d9-26f1c148349a",
"name": "Memory",
"type": "@n8n/n8n-nodes-langchain.memoryBufferWindow",
"typeVersion": 1.3,
"position": [
345,
220
]
},
{
"parameters": {
"descriptionType": "manual",
"toolDescription": "Returns hotel information: times, facilities, Wi-Fi, parking, nearby places, transfer prices.",
"operation": "read",
"documentId": {
"__rl": true,
"value": "YOUR_SPREADSHEET_ID",
"mode": "id"
},
"sheetName": {
"__rl": true,
"value": "Hotel info",
"mode": "name"
},
"options": {}
},
"id": "3757d265-b3e9-4413-a7d9-26f1c148349a",
"name": "Hotel info",
"type": "n8n-nodes-base.googleSheetsTool",
"typeVersion": 4.5,
"position": [
515,
220
]
},
{
"parameters": {
"descriptionType": "manual",
"toolDescription": "Returns the booking of the guest who is messaging.",
"operation": "read",
"documentId": {
"__rl": true,
"value": "YOUR_SPREADSHEET_ID",
"mode": "id"
},
"sheetName": {
"__rl": true,
"value": "Bookings",
"mode": "name"
},
"filtersUI": {
"values": [
{
"lookupColumn": "phone",
"lookupValue": "={{ $('Get question').item.json.from }}"
}
]
},
"options": {}
},
"id": "3757d265-b3e9-4413-a7d9-26f1c148349a",
"name": "My booking",
"type": "n8n-nodes-base.googleSheetsTool",
"typeVersion": 4.5,
"position": [
685,
220
]
},
{
"parameters": {
"descriptionType": "manual",
"toolDescription": "Logs a guest request for the team.",
"operation": "append",
"documentId": {
"__rl": true,
"value": "YOUR_SPREADSHEET_ID",
"mode": "id"
},
"sheetName": {
"__rl": true,
"value": "Requests",
"mode": "name"
},
"columns": {
"mappingMode": "defineBelow",
"value": {
"time": "={{ $now.toISO() }}",
"phone": "={{ $('Get question').item.json.from }}",
"type": "={{ $fromAI('type', \"housekeeping, late checkout, transfer, restaurant, maintenance or other\", 'string') }}",
"details": "={{ $fromAI('details', \"What the guest asked for, with times\", 'string') }}",
"status": "open"
}
},
"options": {}
},
"id": "3757d265-b3e9-4413-a7d9-26f1c148349a",
"name": "Log request",
"type": "n8n-nodes-base.googleSheetsTool",
"typeVersion": 4.5,
"position": [
855,
220
]
},
{
"parameters": {
"descriptionType": "manual",
"toolDescription": "Alerts reception about guest requests, complaints, emergencies and questions you can't answer.",
"chatId": "YOUR_TEAM_CHAT_ID",
"text": "={{ $fromAI('message', \"What the team needs to know, including the customer's phone\", 'string') }}",
"additionalFields": {
"appendAttribution": false
}
},
"id": "3757d265-b3e9-4413-a7d9-26f1c148349a",
"name": "Notify team",
"type": "n8n-nodes-base.telegramTool",
"typeVersion": 1.2,
"position": [
1025,
220
]
},
{
"parameters": {
"operation": "send",
"phoneNumberId": "YOUR_PHONE_NUMBER_ID",
"recipientPhoneNumber": "={{ $('Get question').item.json.from }}",
"textBody": "={{ $json.output }}"
},
"id": "3757d265-b3e9-4413-a7d9-26f1c148349a",
"name": "Reply on WhatsApp",
"type": "n8n-nodes-base.whatsApp",
"typeVersion": 1,
"position": [
900,
0
]
}
],
"connections": {
"Incoming message": {
"main": [
[
{
"node": "Get question",
"type": "main",
"index": 0
}
]
]
},
"Get question": {
"main": [
[
{
"node": "Concierge agent",
"type": "main",
"index": 0
}
]
]
},
"Concierge agent": {
"main": [
[
{
"node": "Reply on WhatsApp",
"type": "main",
"index": 0
}
]
]
},
"Claude model": {
"ai_languageModel": [
[
{
"node": "Concierge agent",
"type": "ai_languageModel",
"index": 0
}
]
]
},
"Memory": {
"ai_memory": [
[
{
"node": "Concierge agent",
"type": "ai_memory",
"index": 0
}
]
]
},
"Hotel info": {
"ai_tool": [
[
{
"node": "Concierge agent",
"type": "ai_tool",
"index": 0
}
]
]
},
"My booking": {
"ai_tool": [
[
{
"node": "Concierge agent",
"type": "ai_tool",
"index": 0
}
]
]
},
"Log request": {
"ai_tool": [
[
{
"node": "Concierge agent",
"type": "ai_tool",
"index": 0
}
]
]
},
"Notify team": {
"ai_tool": [
[
{
"node": "Concierge agent",
"type": "ai_tool",
"index": 0
}
]
]
}
},
"pinData": {},
"settings": {
"executionOrder": "v1"
},
"meta": {
"templateCredsSetupCompleted": false
},
"tags": []
}In Make, create a new scenario and add these modules in order:
- WhatsApp Business Cloud › Watch Events (messages)
- Tools › Set variable / Iterator + Array aggregator (same logic as the Code step)
- Make AI Agents › Run an agent — give it these tools: “Hotel info” (Google Sheets), “My booking” (Google Sheets), “Log request” (Google Sheets), “Notify team” (Telegram Bot); paste the system prompt as the agent's instructions
- WhatsApp Business Cloud › Send a Message
- Every module run uses Make operations — the free plan includes a monthly quota.
- Make's built-in functions (map, sum, formatDate…) can replace most Code steps; for complex logic use a code module.
- Module and step names can differ slightly as Make and Zapier update their apps.
In Zapier, create a new Zap and add these steps in order:
- WhatsApp — New Message
- Code by Zapier — Run JavaScript (paste the code from the Code section)
- Zapier Agents — create an agent (or AI by Zapier for a single step) — give it these tools: “Hotel info” (Google Sheets), “My booking” (Google Sheets), “Log request” (Google Sheets), “Notify team” (Telegram); paste the system prompt as the agent's instructions
- WhatsApp — Send Message
- Zaps with more than two steps need a paid Zapier plan.
- Webhooks, Filters/Paths and Code by Zapier are premium features on some Zapier plans.
- Code by Zapier runs JavaScript: reuse the code shown above, reading inputs from inputData instead of $json.
- Module and step names can differ slightly as Make and Zapier update their apps.
Tips
- Add your top 10 nearby restaurants and sights to Hotel info; guests ask about them most.
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