Control how it answers

Set up the WhatsApp handoff

When you finish, a visitor can tap out of your chat window into WhatsApp with you, with their message already written.

Before you start

A WhatsApp number you can answer, written with its country code
Your bot's Status is set to active How to check
Your bot is on your website, so you can test the button as a visitor How to check

About 8 minutes. You’ll do three things:

switch it on and save your number
write the button and the message
test the link, and print a QR code if you want one

The WhatsApp handoff is a link out. Your visitor taps a button in the chat window. Their own WhatsApp opens on your number, with a short message already typed. They still have to press send.

The conversation they had with your bot does not travel with them. What arrives is what the button wrote: a reference for the chat, and two lines. One says what they last asked, the other what your bot last answered. The conversation itself stays in your dashboard, in Chat review.

Two ways a customer reaches your WhatsApp
Option	Best for
The button in your chat window	People already on your website who want a person. Set this one up first. Once it is on, the button sits at the bottom of the chat window for every visitor, and a second copy appears under any reply that offers a handover.
The printable QR code	A poster, a van, a leaflet or a package insert. Someone points a phone camera at it and lands in a WhatsApp chat with you.

Switch the handoff on and save your number

In the bot sidebar, under Bot setup, click Bot behaviour.
Open the Handover & escalation tab.
Scroll to WhatsApp tap-to-chat and tick Show WhatsApp handoff.
Type your number into WhatsApp number, starting with the country code.
It wants the international form, like +447700900123. Spaces and brackets are fine, and a line under the box shows the tidied number it will save.
Click Save.
Saved. Changes are live for new conversations. appears beside the button. Your website picks the change up within about a minute.

Write the button and the message

In Button label, type what the button should say.
It starts out reading Continue on WhatsApp. Up to 60 characters — the numbers in brackets beside this box and the next one are a live character count.
In Prefill template, write the message you want the visitor to send you.
Up to 240 characters. Left alone, it sends the chat's reference and a summary of what they asked.
Keep {session_id} in the message so you can match it to the conversation in your dashboard.
Allowed tokens under the box names the only two you may use: {session_id} and {summary}. Any other word in curly brackets is refused on save.
Click Save.

The printable QR code

Under Printable QR (optional) there is a second, separate message. This one is for people scanning a code off a poster. They have never seen your chat window, so it carries no reference and no summary. It starts out reading Hi, I scanned your QR and need help.

Make a QR code for a poster

Under Printable QR (optional), edit Printable QR prefill to suit where the code will be stuck.
The QR image beside the box redraws as you type. If it reads Add a valid WhatsApp number above. the number is missing.
Copy the Printable QR link, or right-click the QR image and save it.
Scan the code with your own phone before it goes to the printer.
WhatsApp should open on your number with your wording ready to send.

What lands on your phone

From that point on it is you doing the talking. Your bot does not follow the visitor into WhatsApp and does not answer there. The two threads run side by side: your bot keeps its chat window open on your website, and you keep the WhatsApp conversation.

If it didn’t work

The button isn't in my chat window

Check: Ask your bot a fresh question after saving. Then check Show WhatsApp handoff is ticked and WhatsApp number still holds your number.
Fix: Tick the box, retype the number in international form, click Save, wait a minute and reload. If the chat bubble itself is missing, that is a different problem — the widget guide covers it.
Resolved when: The button sits at the bottom of the chat window on your own site.

The page will not save my number

Check: Look under WhatsApp number for Use E.164 format (e.g. +447700900123).
Fix: Write the number as a plus sign, then the country code, then the number with no leading zero. 07700 900123 in the UK becomes +447700900123. Then click Save.
Resolved when: The warning disappears and Saved. Changes are live for new conversations. appears.

My message template is refused when I save

Check: Read the message for anything in curly brackets. Only {session_id} and {summary} are allowed, and they are spelled exactly like that.
Fix: Delete or correct any other bracketed word, keep the message under 240 characters, then click Save.
Resolved when: The save goes through and the Widget preview link box shows your wording.

The message arrives without a summary

Check: Look at what the visitor had actually typed before they tapped. Openers like hi, hello and thanks are skipped on purpose, so a visitor who taps straight away has nothing to summarise.
Fix: Nothing to fix on your side. Open the conversation in Chat review and read the whole thing there — the reference in their WhatsApp message matches the conversation in the list.
Resolved when: Visitors who asked a real question first arrive with the Summary lines filled in.

Nobody has ever messaged me, but the dashboard says they tapped

Check: Tapping the button only opens WhatsApp. The visitor still has to press send, and plenty of people change their mind at that point.
Fix: Open Chat review, find the conversation and read what they wanted, then follow up however you normally would. If you think a message really was sent and never arrived, email hello@adoomi.ai with the conversation's reference.
Resolved when: You can see the request in the conversation, whether or not the WhatsApp message ever came.

What this can’t do

The chat transcript does not transfer. Only the reference and the two-line summary travel with the visitor.
Tapping the button opens WhatsApp, it does not send anything. The visitor presses send themselves.
Your bot does not answer inside WhatsApp. Every reply there is yours, written by hand.
Adoomi never learns the visitor's WhatsApp number. You see it only when they message you, and then it is in WhatsApp, not the dashboard.
Printable QR prefill is not saved. Copy the link or the image before you leave the page.
One number per bot. There is no rota, no second number, and no routing by topic or by hour.
Switching the handoff on shows the button to every visitor, not only the ones who ask for a person.

Healthcare

Channels

Help Center