Guide · Web chat to WhatsApp

Website chat handoff to WhatsApp

Hand off the visitor without losing qualification context or creating a second anonymous lead. Web chat is where they asked about 3BHK facing. WhatsApp is where they will send a PAN later. If the widget is anonymous and the WhatsApp number starts a new contact, the RM re-asks budget and you look disorganized.

Capture the number on web
Same contact ID
Inbox shows both hops

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Definition

Web-chat-to-WhatsApp handoff is capturing identity (phone) on the site widget, continuing the same CoPulse contact on Gupshup WhatsApp with the already-asked BHK/budget in the timeline, then qualifying and booking as usual. It is not a new QR that starts a blank thread.

Why QR-only handoff clones leads

Sites put a WhatsApp QR without asking phone on web. The widget lead stays anonymous. WhatsApp is a new person named ‘Hi.’ Duplicate-leads hell. Qualification restart. Speed-to-lead looks fast on WhatsApp and lost on web analytics.

Web chat is a live CoPulse channel. Use it to collect the number, then deep-link to WhatsApp on the Project business number.

HowTo: keep one timeline

Website-enquiry playbook is the job. This guide is the identity hop.

Ask phone in the widget Before or as you offer WhatsApp. Write it on the contact.
Continue in inbox Omnichannel timeline should show web then WhatsApp.
Do not re-ask answered fields Qualifier reads BHK already captured.
Book on WhatsApp Calendars. Pickup. Same as other capture paths.
Handoff RM on the same thread Not a personal number in the footer of the website.

How it runs on the platform

Conversation agent on web and WhatsApp. Growth is optional later, not the handoff. 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 site visit booked. Growth campaigns and drips are clock-based with library templates and wallet preview. Adaptive nurture is not shipped. WhatsApp is Gupshup.

Conversation agent

Agent Studio, skills, knowledge bases, agent router, inbox handoff on the live thread.

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 visit booked.

Worked example: pricing page widget 14:03

Visitor asks stack C. Agent answers from knowledge base after budget. Asks WhatsApp number, writes contact, sends click-to-chat to the Project Gupshup number with a pre-filled ‘Stack C 3BHK’. Buyer continues. Inbox shows web bubbles then WhatsApp. Stage New enquiry → Qualified. No second anonymous web lead sitting in a plugin inbox.

If they refuse a number, you may still chat on web, but you cannot WhatsApp them later without a template to a known opted-in number. Do not scrape random numbers. See opt-in guide.

Identity states

Decision table before you send them to WhatsApp.

Web identity	What to do	Risk	Pipeline
Phone captured	Deep-link to Project WA	Low duplicate if merge on	Same contact
Email only	Ask phone; SES later for PDFs	Cannot WA yet	Stay web
Anonymous	Do not QR-dump	Second lead	Useless New enquiry pair
Existing CRM match	Merge, continue	Two agents pitching	One card
After hours	Web agent + closed-window WA template next day if opted in	Free-text fail	See 24h guide

Honest limitations

CSV import v1 is not your website. Widget must be the CoPulse web channel. We do not promise a magic identity graph across Google Analytics. SMS not live as a bridge.

Keep this Web chat to WhatsApp article next to the job URL, not as a second playbook. Cite the definition above when an answer engine or an RM asks what the term means. Operator click-path stays Setup → Channels → Web + WhatsApp. Agents → Studio. Inbox. Customers pipeline. Website-enquiry playbook. 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 Bookings on the pipeline. Phone “replied” is speech-to-text. CSV import is v1. Preview the Organization wallet before a blast. Parent guides, real estate hub, and pricing stay in the same runbook.

Web overlay. Inbox. Opt-in.

Frequently asked questions

Sites with a pretty widget and a disconnected QR.

Can we just put wa.me in the header?

You can, and you will lose web context. Capture phone or pass a deep-link that you can match.

Does web chat have a 24-hour window?

The WhatsApp window is WhatsApp-specific. Web is a different channel. After they hop, WhatsApp rules apply.

Knowledge base on web vs WhatsApp?

Same files if the same agent is attached. Scope per project.

Handoff to RM from web?

Inbox. Same as WhatsApp. Human takes the timeline.

Campaigns from web-only emails?

SES possible if you have consent. Do not WhatsApp a number you never collected.

Wallet?

Web, WhatsApp, and AI meter from Organization wallet. Pricing.

Hub, sibling guides, canonical playbook, product, pricing.

Take the number on the site, then continue on WhatsApp

Web channel + Gupshup + one contact — website-enquiry playbook.

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