How to use Transfer chat to WhatsApp functionality

This guide will describe you how to transfer your chat to the whatsapp.

The Transfer Chat to WhatsApp feature allows you to seamlessly move an ongoing website chatbot conversation to WhatsApp. This helps businesses continue conversations on WhatsApp for better engagement, faster responses, and personalized support.

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When to Use This Feature

• When a user wants to continue the conversation on WhatsApp

• For handover to human agents on WhatsApp

• For follow-ups, support, or sales conversations

• To improve customer convenience and response rates

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Prerequisites

Before using this feature, ensure the following:

1. A WhatsApp bot is properly connected to your BotPenguin account

2. Transfer to WhatsApp is enabled in the Website Bot settings

3. A valid WhatsApp number is added in the correct international format

   • Example: [phone]

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Enable Transfer to WhatsApp (Admin Setup)

1. Go to Chatbots and select your website chatbot.

2. Open Website Bot Settings

1. Navigate to Chat Window subtab.

1. Locate Transfer to WhatsApp

2. Toggle the option ON

1. Enter the WhatsApp number to which chats should be transferred

2. Save the settings

Make sure the WhatsApp number is active and formatted correctly.

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How Users Can Transfer a Chat to WhatsApp

1. Open the Website Chatbot

2. Click on the three dots (⋮) menu at the side of the chat screen

3. Select Transfer to WhatsApp

4. The chat will automatically redirect the user to WhatsApp with the conversation context

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Troubleshooting

Transfer option not visible

Ensure the feature is enabled in Website Bot settings.

WhatsApp not opening

Check if the WhatsApp number is entered correctly. Confirm WhatsApp is installed or accessible on the device.

Chat not transferring

Verify the WhatsApp bot connection. Re-save the Website Bot settings.

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FAQs

Does the user need WhatsApp installed on their device to use this feature?

Yes, the transfer redirects the user to WhatsApp, so it requires WhatsApp to be installed or accessible on their device.

Is the conversation history carried over to WhatsApp?

Yes, the chat redirects with the conversation context, so the user doesn't need to repeat information already shared on the website chatbot.

Can I set a different WhatsApp number for different chatbots?

Yes, the WhatsApp number is configured per Website Bot in its own Chat Window settings, so different chatbots can transfer to different numbers.

What happens if the WhatsApp number isn't in international format?

The transfer may fail to open WhatsApp correctly, so the number should always be entered in the correct international format (e.g., [phone]).

Can users go back to the website chatbot after transferring to WhatsApp?

This depends on current product capability — verify in the Website Bot settings whether a return path exists.

Is this feature available on all plans?

Availability depends on your BotPenguin plan — check your account settings to confirm.