# 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.

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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: `+919876543210`

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### Enable Transfer to WhatsApp (Admin Setup)

1. Go to **Bots** → Select your **Website Bot**
2. Open **Website Bot Settings**

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3. Navigate to Chat Window.
4. Locate **Transfer to WhatsApp**
5. Toggle the option **ON**
6. Enter the WhatsApp number to which chats should be transferred
7. 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

<figure><img src="https://1745791824-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FAPDb8cKQtGlIAfgHjcsQ%2Fuploads%2FI82VwqHO0c0h4wrNBRc2%2Fimage.png?alt=media&#x26;token=f2f9d5b3-6440-4654-bbcb-62dea839af0f" alt=""><figcaption></figcaption></figure>

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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