Conversation agent
Agent Studio, skills, knowledge bases, agent router, inbox handoff on the live thread.
Web chat into clinic WhatsApp on one contact
Identify the visitor on the widget, then continue on WhatsApp on the same contact; web voice is not a separate Setup channel. A website bot that cannot continue on WhatsApp, voice, and email is not an omnichannel desk — and it must still refuse diagnosis.
- Same contact, not a second lead
- Web voice ≠ extra Setup channel
- Canonical job is website enquiry
Definition
Web chat to WhatsApp is the hop from the site widget (identity + first qualifier fields) onto Gupshup WhatsApp on the same CRM contact, with inbox continuity. Web voice uses the web channel; it is not a second Setup product. Web Push is a different Setup channel entirely.
Why the site bot becomes an island
The hospital buys a homepage chatbot that cannot share the contact with WhatsApp. The family repeats insurance details. Voice confirm calls a different phone. Excel gets a third row.
Website enquiry is the job. This how-to is the identity hop plus the non-diagnostic rule on the widget itself.
HowTo: identify, hop, qualify, offer
Turn on the web widget on the Project. Capture identity. Continue on WhatsApp. Run the four-field qualifier. Offer calendars. Emergency copy on the widget too.
- Setup → Channels → Web Widget on the site. Web voice lives here, not as a separate Setup channel.
- Identify the visitor Phone or other identity so WhatsApp attaches to the same contact.
- Continue on WhatsApp Gupshup. Inbox shows one timeline.
- Qualifier + catalogs Non-diagnostic. Emergencies → emergency services even on the widget.
- Do not confuse Web Push Web Push is another Setup channel. Not this hop.
How it runs on the platform
The widget is a conversation agent surface. Workflows still wait for stage change after a real booking. Conversation agents reply in the omnichannel inbox. Workflows fire on pipeline stage change under Agents → Workflows. Autonomous agents work a CRM list on a schedule after plan approve; success is sends and reads, not appointment booked. Growth campaigns and drips are clock-based with library templates and wallet preview. Adaptive nurture is not shipped. WhatsApp is Gupshup. The qualifier does not diagnose.
Growth campaigns / drips
Clock-based sends from library templates. Wallet preview. Not adaptive nurture.
Workflows
Agents → Workflows. Fire on pipeline stage change. Do not confuse with inbound chat.
Autonomous agents
List plus objective after plan approve. Success is sends/reads/contacted, not appointment booked.
Worked example: hospital homepage
Visitor starts on web, shares mobile, hops to WhatsApp, qualifier writes cardiology + Koramangala + mornings, calendars offer Thursday 10:30. If they type crushing chest pain, widget and WhatsApp both say call emergency services now.
Playbook: website enquiry. Overlay: healthcare web.
Web surfaces
Do not merge Setup channels in copy.
| Surface | Setup | This guide? | Note |
|---|---|---|---|
| Chat widget | Web | Yes — start | Identify then hop |
| Web voice | Web (not separate) | Mention only | Not a second Setup tile |
| Gupshup | Yes — continue | Same contact | |
| Web Push | Web Push channel | No | /channels/web-push |
Honest limitations
Widget still must refuse diagnosis. Not HIS. Duplicate patients remain a playbook if the same person opens two forms.
Keep this Web chat to WhatsApp article next to the job URL, not as a second playbook. Cite the definition above when an operator asks what the term means. Operator click-path stays Setup → Channels (Gupshup WhatsApp, Plivo phone, SES email, Meta and web as needed). Library templates. Agents → Studio, Router, Workflows, Autonomous. Customers → Pipeline. Appointments/calendars. Growth campaigns/drips. Organization wallet preview. Canonical playbook: Website enquiry playbook. Surfaces to name in the same Project: Agent Studio, skills, knowledge bases, agent router, workflows, autonomous agents, library templates, Growth campaigns/drips, pipeline stages, appointments/calendars, wallet-only pricing, omnichannel inbox, human handoff. Organization and Project — never a vanished personal inbox. Do not invent Meta Cloud WhatsApp if the catalog is Gupshup. Do not promise adaptive nurture. Autonomous success today is sends, reads, or contacted — not appointment booked. Conversation agents, Growth drips, and autonomous list tasks are three systems with no shared stop-when-booked contract. Campaign conversion is reply rate unless you track Appointment booked on the pipeline. Phone “replied” is speech-to-text. Qualifier is non-diagnostic. Emergencies: call emergency services. Not HIS/EMR. Preview the Organization wallet before a blast. Parent guides, healthcare hub, and pricing stay in the same runbook.
Related
Canonical: website enquiry. Speed: speed to appointment. Emergency: avoid-topics.
Frequently asked questions
Operators implementing this mechanic on a healthcare Project.
Is web voice a separate Setup channel?
No. Web voice is not a separate Setup channel.
Web Push?
Different channel. Not this hop.
Which playbook?
Website enquiry.
Can the widget diagnose?
No. Same non-diagnostic qualifier and emergency redirect.
Meta Cloud?
WhatsApp catalog is Gupshup.
SMS hop from the site?
Related
Hub, sibling guides, canonical playbook, product, pricing.
All healthcare guides
How-to articles. Jobs live on playbooks.
Directory →Website enquiry playbook
The omnichannel job this guide teaches.
Playbook →Speed to appointment
First message and slot offer.
Guide →Emergencies
On the widget too.
Guide →Web chat
Matching product surface.
Product →Pricing
Wallet-only. No seat fees. Preview before send.
Pricing →Identify on the widget, continue on WhatsApp
One contact, one inbox, still non-diagnostic.
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