Workflow overview
Why this workflow matters
Useful for software delivery and engineering operations. Relevant for managed services and support workflows.
Quick Overview What it is: An AlekSystem workflow that enables AI-first WhatsApp support with seamless human handoff. Why it’s unique: The AI agent answers queries using RAG (Supabase vector store + Gemini). If a human intervenes, the AI steps down. If there’s no human reply within 2 hours, the AI resumes. Channel constraints: Respects WhatsApp’s 24-hour customer care window and requires approved message templates for out-of-window messages. How It Works AI-first: Incoming WhatsApp messages are routed to an AI agent (Gemini) with knowledge grounded by a Supabase vector store. Human-in-the-loop: When a human responds in the dashboard, AI pauses for 2 hours for that conversation. Auto-resume: If no human reply within 2 hours, AI automatically resumes. Compliance: Only responds within 24 hours of the user’s last message, or via approved templates when outside this window. Architecture (At a Glance) Transport: Twilio WhatsApp; AlekSystem http node. RAG: Supabase (Postgres + embeddings) stores knowledgebase. LLM: Google Gemini (free API key supported). Handoff: Human dashboard (GitHub project) logs and labels AI vs Human responses, and controls AI pause/resume. Prerequisites AlekSystem (self-hosted or cloud) with public webhook access. Twilio account with a WhatsApp-enabled number. Supabase project for vector store. Google Gemini API key. Human dashboard: https://github.com/shadrack-ago/whatsapp-dashboard.git Setup Steps (AlekSystem + Integrations) Import workflow in AlekSystem Create new workflow → Import from JSON → Paste the provided JSON. Enable the workflow. Create credentials Twilio: Add TWILIO_ACCOUNT_SID, TWILIO_AUTH_TOKEN, TWILIO_PHONE_NUMBER. Do NOT paste real secrets publicly. Gemini: Add GEMINI_API_KEY. Supabase: Add SUPABASE_URL, SUPABASE_ANON_KEY (or service role where needed), and your table/bucket names. Connect Twilio WhatsApp WhatsApp Business setup in Twilio, or Sandbox for testing. Point Twilio incoming webhook to your AlekSystem webhook URL. Ensure approved templates for any out-of-window messaging. Set environment variables (examples) TWILIO_ACCOUNT_SID=... TWILIO_AUTH_TOKEN=... TWILIO_PHONE_NUMBER=+1... GEMINI_API_KEY=... SUPABASE_URL=... SUPABASE_ANON_KEY=... SUPABASE_TABLE=knowledge_base EMBEDDING_MODEL HUMAN_TIMEOUT_MS=7200000 (2 hours) Human-in-the-loop dashboard Follow the repo guide: https://github.com/shadrack-ago/whatsapp-dashboard.git Run the dashboard and connect it to the same conversation store used by the workflow. Verify that human responses are captured and labeled; confirm AI pause/resume logic. Supabase for RAG Create table(s) for documents and embeddings. Ingest content per this tutorial:Supabase Tutorial Confirm your AlekSystem nodes query the vector store before calling Gemini. Gemini setup Get API key: Gemini API Set model (e.g., gemini-pro or latest available in your environment). Test Send a WhatsApp message to your Twilio number. Observe AI response. Trigger a human reply via the dashboard → confirm AI pauses for that thread. Wait 2 hours or adjust HUMAN_TIMEOUT_MS to test auto-resume. Customization Providers: You can swap Twilio for Meta’s WhatsApp Cloud API; keep the 24-hour and template rules. Tone/Policies: Adjust system prompts and fallback behaviors in the LLM node. RAG Quality: Tune chunking, TOP_K, and embedding model for better retrieval. Timeouts: Change HUMAN_TIMEOUT_MS to alter handoff duration. WhatsApp Policy Notes 24-hour window: Replies must occur within 24 hours of user’s last message; otherwise use an approved template. Templates: Create and get approval inside Twilio/Meta before sending out-of-window messages. Security & Reliability Secrets: Store all keys in AlekSystem credentials or environment variables. Never commit secrets to repos. Logging: Use the dashboard to audit AI vs Human messages. Rate limits: Add retry/backoff nodes for Twilio and LLM calls. Troubleshooting No replies: Check Twilio webhook URL and AlekSystem workflow is active. Policy blocks: Ensure template use outside 24-hour window. Poor answers: Improve RAG data, increase TOP_K, refine prompts. Handoff not pausing: Verify dashboard is writing the “human active” flag that the workflow reads. Links Human dashboard (Full guide): GitHub Repo Link
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