Whatsapp Handoff
Unique visitor journey (website → WhatsApp) even though the toggle for it lives on the same Web Widget panel as everything else. This will work only if a Whatsapp channel is already connected to Gallabox. You can create the web agent and edit the channel anytime, without changing the script to enable/disable/change the Whatsapp Channel
What It Does
Lets a website visitor from Web Chat widget switch to continuing that same conversation on WhatsApp — useful when they want more personalized support, or when your team's long term contact relationship on Whatsapp is required to nurture the visitor. Here is how It works :
A visitor chats with your Web Chat widget.
The Chat AI Agent triggers a handoff, or the visitor taps the handoff prompt.
A WhatsApp transition prompt appears inside the Web Chat window.
Tapping it opens WhatsApp with a pre-filled, contextual message — so the visitor doesn't have to repeat themselves.
Getting to Handoff Configuration
The live preview shows a dismissible top banner reading "Continue on WhatsApp" — this matches the Aggressive Header , a Conversation Starter that vanishes once the Chat starts, or a Button that is always available to help customers switch to Whatsapp.
Behaviour
When a visitor is using a Web browser from a Desktop/laptop, a QR code to continue on Mobile, or a button is shown to continue on Whatsapp Web, for seamless chat continuation. When a visitor is using their phone , it will automatically redirect them to the browser for Whatsapp.
Handoff Continuity
When the chat comes to Whatsapp, a Web Agent icon is shown in the left , with a right side source being "Web Agent", Agent Name, along with a "View Conversation" link if the chat started, and the current URL ( current URL is the URL from which the customer clicked on the Move to Whatsapp option, not necessarily the first page the chat started/ visitor landed on the website)
Source Web agent is a field available in Contact as a filter.
Last updated