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How to use WhatsApp instead of Live Chat on your website?

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4 minutes

Why WhatsApp?

SMS and email have long been the most common channels businesses use to connect with their customers. They are effective channels in their own right. But in an omnichannel world, that has already changed. WhatsApp is one of the messaging channels that have capabilities which allows you to have a more significant impact on customer satisfaction, while expanding your reach, improving deliverability, managing support costs, increasing conversions, and achieving other important business KPIs. Everybody uses WhatsApp and it is one of the top messaging channels with users in over 180 countries, unleashing over 60 billion messages every day.

How does WhatsApp get better?

Your business can apply for access to the WhatsApp Business API through various business solutions providers (BSP). However, many of these are digital agencies that only give you API access but don’t come with a messaging interface that you’ll need to receive and reply to WhatsApp messages. ChayAll is an example of an omnichannel messaging platform that works with a BSP, thus allowing your business to securely communicate with your prospective and existing customers. Other benefits from using this platform include: 

Website widget:

Most people in today’s online era would not trust a business if it does not have a website. Having a website is not enough though, it must serve a purpose to bring value to the business. Strategically putting a widget into a business website, together with an effective call to action, is a great way to funnel your visitors, capture a lead, convert to a sale, or simply provide support to an existing customer. Putting WhatsApp in a widget allows it to be seen and do some action as your central communication channel.

The ChayAll widget enables you set up multiple chat app and social netwoks' channels.

Chat Bot:

WhatsApp opens a new channel where you can promote your products and offer customer support. Creating a chat bot on WhatsApp allows you to automate those tasks, by running scripts or automatic answers 24/7 with little human supervision. The example below shows a conversation from the customer (top) and business (bottom) perspective.

Thanks to our CHat Bot, users get to take care of themselves.
On your side, you get to follow up on every conversation, even the automated parts.

URL generation:

Because you can’t use WhatsApp to initiate conversations with consumers, you’ll want to make it easy for them to send that initial message. The easiest way to do this is to make sure that your WhatsApp link is visible on all profiles and pages associated with your brand. That way, customers, prospects, and anyone else can easily get in touch. Add it to your Instagram and Twitter bios, LinkedIn page, or any other channel where your brand has a presence. Another way to drive traffic to your WhatsApp is to promote your WhatsApp website link in social media posts across all active platforms. You can even embed your WhatsApp chat link into Facebook posts, Instagram Stories, YouTube CTAs, you name it.

Just copy/paste the "conversation starter" (URL link), and send it, or use it on any document.

QR Code:

QR codes are a digital front door that make opening a chat with a business as easy as possible. Previously when people came across an interesting business, they had to add its WhatsApp number to their contacts, one number at a time. Now, people can simply scan the QR code a business displays on its storefront, product packaging or receipt to initiate a chat.

It's easy to do the same with a QR code you can print and display on doors, desks, etc.

Expanding your reach with WhatsApp Business

If your customers are already chatting on WhatsApp, this messaging app could be a valuable destination for your business. By setting up your WhatsApp Business account and running Facebook ads to WhatsApp, you can start connecting with customers at scale and meeting your business goals more effectively. With Ads that click to WhatsApp, you can add a Send Message button to your Facebook or Instagram ads that will open a conversation thread in the WhatsApp Business App. This allows customers to connect with your business on WhatsApp after clicking the button on your ad.

WhatsApp, like other channels, can be used with great efficiency to start and nurture conversations with your customers.


Most people open their messaging apps several times per day. Since WhatsApp is already one of the most popular messaging apps, ChayAll’s robust features supplement it through WhatsApp Business API. Effective use of the WhatsApp Business API allows you to react faster to customer requests and solve questions faster than any other solution. Thus, boosting your conversion rate and increasing your customer satisfaction rating.

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