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 Bots → Select your Website Bot

2. Open Website Bot Settings

1. Navigate to Chat Window.

2. Locate Transfer to WhatsApp

3. Toggle the option ON

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

5. 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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What Happens After Transfer

• The user is redirected to WhatsApp

• The conversation continues on the configured WhatsApp number

• Agents or automation can take over on WhatsApp

• No need for the user to repeat information

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Common Issues & 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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Best Practices

• Inform users when they are being transferred to WhatsApp

• Use this feature for high-intent or support conversations

• Keep WhatsApp response times quick for better experience