How to Create a Workflow in Eddie Accessing Information in Google Sheets

What is this feature?

This integration allows you to connect Eddie to a Google Sheets spreadsheet and create automated workflows based on the data contained within — such as checking order status, balance amounts, schedules, among others.

It is especially useful when you update the spreadsheet frequently, whether manually or via automation (e.g., system data dumps).

Usage Example

Let's use a spreadsheet with two columns:

• id: order code

• status: current situation (e.g., "in progress", "delivered", "late")

Step 1 – Create a new Eddie workflow

Create a new flow in Eddie and set the entry point with a text input, so the client can provide the order number.

Give the variable a descriptive name, such as order_status.

Step 2 – Connect Google Sheets

In the Integrations tab, select “Sheets”.

• If your account is not yet connected, ask the Cloud Humans team to provide the service email to share your spreadsheet.

• Choose the spreadsheet, the correct sheet, and the header row (usually 1).

• Use the Get data operation.

• Apply a filter, for example
  "id column" == {{order_status}}

Step 3 – Extract desired information

Choose the status column as output and store it in a new variable (e.g., response_status).

Step 4 – Return a response to the customer

Use a text block to format the reply message.

Example:

“Your order has the following status: {{response_status}}.”

To test, just click on View.

You can test by entering, for example, ID “234567” and verifying if the response matches the data in the spreadsheet.

Step 5 – Set forwarding rules to N2

Use conditional blocks to automatically redirect:

• If response_status is “late”, send the conversation to N2 (human support).

• Otherwise, continue with standard support.

Step 6 – End or transfer support

At the end of the flow, use the “Return to Cloud” block and set:

• “None” → just ends the flow with the response to the customer

• “N2” → indicates that Cláudia should transfer to a human agent

Step 7 – Publish and test with real tickets

After finishing, click Publish. Only then will the flow be available for real tests with Cláudia, including in the Hub / Playground.

Conclusion

With this flow:

• You automate data retrieval in Google Sheets.

• Avoid manual responses and errors.

• Scale only when necessary (e.g., delays).

• Can be adapted for other uses such as CPF query, scheduling, eligibility, etc.