| Client | Toi Croissant |
|---|---|
| Sector | Food and beverage |
| Scope | End-to-end WhatsApp chatbot on n8n automating orders, reservations and customer questions |
| Technologies | n8n, WhatsApp Business API, automation scenarios |
About the Project
For Toi Croissant we automated orders, reservations and customer questions with a WhatsApp chatbot that we designed end to end on the n8n platform. The project is an example showing that AI and automation solutions deliver tangible value for small and medium-sized businesses too. Because the setup runs on the WhatsApp channel the business already uses with its customers, customers did not need to download a new app or change their habits.
The Need and the Problem Solved
At Toi Croissant, answering orders, reservations and customer questions by hand was causing a serious loss of time. In food and beverage businesses, customers usually write on WhatsApp to place an order, book a table or find out opening hours. Staff replying to each of these messages one by one leads to delays at busy times and reduces the time left for the actual work. The goals were:
- Handling order and reservation requests automatically
- Answering frequently asked questions without human intervention
- Being able to respond to customers at any hour of the day
- Freeing staff from repetitive tasks
Our Solution
We built an end-to-end WhatsApp chatbot on the n8n platform. The components of the work:
- WhatsApp Business API setup: the official infrastructure that lets the business’s WhatsApp line talk to automation systems. This setup is the first step for the chatbot to receive and answer messages.
- Workflow automation with n8n: which flow runs depending on the type of incoming message, which answer is given and where the request is forwarded were defined through scenarios on n8n.
- Order and reservation flows: take the customer’s request step by step and pass it on to the business in an orderly way.
- Automatic answers to frequently asked questions: instant sharing of recurring information such as opening hours and location.
The value of this structure is that the conversation with customers is not moved to an entirely new channel; instead, the line the business already uses is made to work in a more orderly and faster way. In setups like this, requests that cannot be handled automatically are passed on to the business as defined in the scenarios.
Technologies Used
- n8n: an automation tool that connects different systems and allows workflows to be designed visually
- WhatsApp Business API: integration of the WhatsApp line with automation
- Automation scenarios: order, reservation and information flows that run according to message type
Process
The steps below summarize the general order we follow in WhatsApp automation projects:
- Analysis: in projects of this type, the most frequent requests the business receives are identified first; it is clarified which requests can be handled automatically and which must be passed to staff.
- Flow design: conversation flows are designed for orders, reservations and frequently asked questions.
- Setup and development: the WhatsApp Business API is set up and the flows are implemented as scenarios on n8n.
- Go-live: the chatbot is activated on the business’s existing WhatsApp line; in setups like this, flows can be updated without being rewritten when the menu, opening hours or reservation rules change.
Results and Benefits
The result was a communication line that responds instantly to customer requests 24/7. Because the chatbot works at any hour of the day, requests that arrive while the business is closed are also handled: a reservation request sent outside working hours is not lost, the customer gets an instant answer and the request is passed on to the business in an orderly way. The lesson we took from this project: in food and beverage businesses, WhatsApp is the most widely used communication channel. The chatbot lets staff spend the time they used to devote to repetitive questions on customers instead.
The same approach can be applied to cafés, restaurants and patisseries that want to set up a similar automation: first the most frequent requests are identified, then automated flows are built for those requests. Related case study: Resy – Global Restaurant Reservation System.
Discuss a Similar Project
If you are planning a WhatsApp chatbot or workflow automation for your business, take a look at our WhatsApp chatbot and AI solutions services. Let’s talk about your project: tell us what you need and we will prepare a written proposal covering scope, timeline and cost. Call us on +90 850 335 10 87, message us on WhatsApp, email info@360-soft.com or use our contact page. You can also browse our other case studies.
This case study is a localized version of our reference page in Turkish: Türkçe.
