Chat and WhatsApp
The same agent that takes your calls replies on WhatsApp and web chat.
Customers ask on WhatsApp because it is the app they already have open. They type into your website because it is faster than calling. Each message waits for someone to find the answer and paste it in.
Connect a WhatsApp Business number through Meta's guided signup, which takes about five minutes. Replies go out as your business, with your name and number.
Set your colour, logo, greeting, launcher position and label. Add a Help tab with pages from your knowledge. One snippet before the closing body tag puts it on every page you choose.
The agent uses its persona, knowledge, playbooks and handoffs on every channel. Change the agent once and every channel changes.
WhatsApp and web chats land in the same Inbox as calls. When a customer needs a person, the escalation shows the reason and the details the agent collected.
A WhatsApp or web contact keeps one thread, and each new visit adds to it.
Connect WhatsApp in Integrations, or create the widget from the agent under Deploy, then Web.
Each WhatsApp number reaches one agent at a time.
Only published agents reply, so publish before you share the number or the snippet.
Only if it is not active on the WhatsApp consumer app or with another Cloud API provider. Otherwise use a dedicated number.
You need access to your website's HTML to paste one snippet.
It hands off with the transcript and the details it collected, and the case shows in your Inbox.
Connect WhatsApp or add the widget, then message your own agent.
