> For the complete documentation index, see [llms.txt](https://help.botpenguin.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.botpenguin.com/bots/website-mobile-app-bot/how-to-use-transfer-chat-to-whatsapp-functionality.md).

# How to use Transfer chat to WhatsApp functionality

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.

***

### 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

***

### 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: `+919876543210`

***

### Enable Transfer to WhatsApp (Admin Setup)

1. Go to Chatbots and select your website chatbot.
2. Open Website Bot Settings

<figure><img src="/files/sEkRfJqU0WbTK8jLStLB" alt=""><figcaption></figcaption></figure>

3. Navigate to Chat Window subtab.

<figure><img src="/files/1tmg4cP2ROHQ7v3nkh0B" alt=""><figcaption></figcaption></figure>

4. Locate Transfer to WhatsApp
5. Toggle the option ON

<figure><img src="/files/Vxz3n2fum7PsO4OQA3CP" alt=""><figcaption></figcaption></figure>

6. Enter the WhatsApp number to which chats should be transferred
7. Save the settings

{% hint style="warning" icon="triangle-exclamation" %}
Make sure the WhatsApp number is active and formatted correctly.
{% endhint %}

***

### 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

<figure><img src="/files/3uRzitE5WZ9ryAXJqFts" alt=""><figcaption></figcaption></figure>

***

### Troubleshooting

<details>

<summary>Transfer option not visible</summary>

Ensure the feature is enabled in Website Bot settings.

</details>

<details>

<summary>WhatsApp not opening</summary>

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

</details>

<details>

<summary>Chat not transferring</summary>

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

</details>

***

### FAQs

<details>

<summary>Does the user need WhatsApp installed on their device to use this feature?</summary>

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

</details>

<details>

<summary>Is the conversation history carried over to WhatsApp?</summary>

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

</details>

<details>

<summary>Can I set a different WhatsApp number for different chatbots?</summary>

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

</details>

<details>

<summary>What happens if the WhatsApp number isn't in international format?</summary>

The transfer may fail to open WhatsApp correctly, so the number should always be entered in the correct international format (e.g., +919876543210).

</details>

<details>

<summary>Can users go back to the website chatbot after transferring to WhatsApp?</summary>

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

</details>

<details>

<summary>Is this feature available on all plans?</summary>

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

</details>