Handle e-commerce support on Telegram with Gemini and Google Sheets

Telegram E-Commerce Customer Support Bot with AI Agent & Google Sheets An AI-powered Telegram bot that automates customer support for e-commerce stores — handling order tracking, order cancellations, and support ticket creation, all without human intervention. Built with a Gemini AI Agent + Simple Memory, the bot understands natural language, remembers the conversation context per user, and reads/writes directly to your Google Sheets — no database or backend required. --- How It Works - A customer messages the Telegram bot or taps a menu button - The AI Agent (powered by Google Gemini) reads the message and decides what to do - Simple Memory keeps track of the full conversation per user, so the bot never forgets context mid-flow - The agent calls one of three Google Sheets tools depending on intent: - Read Orders Sheet — looks up order details by Order ID or email - Update Order Status — sets an order's status to Cancelled after confirmation - Create Support Ticket — appends a new ticket row to the support sheet with auto-categorisation - The response is sent back to the user via Telegram --- How to Use Step 1 — Create a Telegram Bot Open @BotFather on Telegram, run /newbot, and copy your bot token. Add it as a Telegram credential in n8n. Step 2 — Set Up Google Sheets Create a Google Spreadsheet with two sheets (tabs): Sheet 1 — Sheet1 (Orders): | orderid | customername | email | product | Status | date | Sheet 2 — Sheet1 (Support Tickets — separate spreadsheet): | ticketid | name | orderid | query | summary | category | status | createdat | telegramid | Step 3 — Add Credentials in n8n - Telegram Bot — paste your BotFather token - Google Sheets OAuth2 — connect your Google account - Google Gemini (PaLM API) — add your API key from Google AI Studio Step 4 — Update Sheet IDs In the three Google Sheets tool nodes, replace the documentId values with your actual spreadsheet IDs (found in the Google Sheets URL). Step 5 — Activate & Register Webhook Activate the workflow in n8n. If running locally, use ngrok to expose your n8n port over HTTPS, then register the webhook: Step 6 — Test Open your bot in Telegram and send /start. You should see the welcome message with three menu buttons. --- Requirements - n8n (self-hosted or cloud) - Telegram Bot (via BotFather — free) - Google account with access to Google Sheets - Google Gemini API key (free tier available at aistudio.google.com) --- Customising This Workflow - Change the LLM — swap Google Gemini for OpenAI GPT-4o or any other n8n-supported model by replacing the Google Gemini Chat Model node - Add more menu options — extend the /start welcome node with additional inline keyboard buttons and update the system prompt to handle new intents - Add manager notifications — connect a Telegram or email node after the Create Support Ticket tool to notify your team when a new ticket is raised - Use a database instead of Sheets — replace the Google Sheets tool nodes with PostgreSQL or MySQL nodes for higher-volume production use - Change cancellation rules — edit the system prompt to block cancellations for different statuses (e.g. block Ready in addition to Shipped) - Add order lookup by phone number — extend the orders sheet with a phone column and update the system prompt accordingly