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Reduce WhatsApp costs by moving the conversation to Genesys Web Chat

Optimize your digital channel
Woman on the sofa at home chatting on WhatsApp on her phone

Start on WhatsApp, continue without unnecessary costs

The customer starts the contact on WhatsApp, the channel they already know and use. From there, they receive a personalized link that takes them to your website, where Genesys Web Chat opens automatically to resume service quickly and with context.

Smiling contact center agent wearing a headset
Illustration of a phone with chat bubbles and a heart

A continuous, frictionless conversation

The transition from WhatsApp to Web Chat is designed to be simple: the customer gets in with one click and continues their request without having to explain it again or look for another service channel.

  • Less reliance on WhatsApp messages
  • A more efficient digital experience

Benefits of optimizing your Genesys Web Chat

  • Person at a monitor with a WhatsApp conversation that continues in the web chat

    Conversational continuity

    Keep the context of the request when moving the customer from WhatsApp to Web Chat, avoiding repetition and speeding up resolution.

    See the flow
  • Contact center headset on a desk

    Greater operational control

    Manage conversations from Genesys with intelligent routing, supervision, automation and metrics to make better decisions.

    Improve your operation
  • Agent with a headset working at her computer

    A smoother experience

    Offer a simple transition to an always-available web channel, where your customers can continue their service quickly and clearly.

    Elevate the experience
  • Hand stacking wooden cubes with cost and customer satisfaction icons

    Cost reduction

    Reduce reliance on WhatsApp messages by continuing service in Web Chat and optimize the total cost of your digital conversations.

    Optimize your costs

From WhatsApp to Genesys Web Chat in three steps

Keep the first contact on WhatsApp and move the conversation to Genesys Web Chat to reduce paid messaging without losing continuity of service.

  1. The customer starts on WhatsApp

    The customer writes to your WhatsApp channel and receives a clear, timely and personalized first reply.

  2. They receive a continuity link

    WhatsApp shares a secure link that takes the customer to your website to continue their request.

  3. Web Chat opens automatically

    When they enter the site, Genesys opens the Web Chat and keeps the context needed for service to continue without friction.

Traditional WhatsApp vs. service optimized with Genesys

Compare the cost, continuity and operational control of keeping the conversation on WhatsApp versus moving it to Genesys Web Chat.

100% WhatsApp conversation

Main service channel
WhatsApp throughout the request
Cost impact
Greater exposure to message charges
Conversation continuity
Limited to the messaging channel

WhatsApp + Genesys Web Chat

Main service channel
WhatsApp for the first contact and Web Chat to continue
Cost impact
Less reliance on billable messages
Conversation continuity
Smooth, with service centralized in Genesys

Frequently asked questions about WhatsApp and Genesys Web Chat

Request an assessment
WhatsApp starts the contact and shares a personalized link. When they open it, the customer lands in their browser with Genesys Web Chat opened automatically to continue the conversation on a more efficient web channel.

Assess how to reduce WhatsApp costs without losing continuity of service

Request an assessment with ESMT