Adding a chat widget to your website and moving visitors to WhatsApp
Add the widget from Website Widget: pick the agent, set colours, logo, welcome message and position, then paste the one-line snippet before the closing body tag of your site (or into your Shopify/WordPress theme). To route a visitor to WhatsApp, add a Buttons step in the flow linking to your WhatsApp number so the conversation and contact carry over instead of restarting.
- The widget is a single snippet pasted before </body> — no developer needed for most sites.
- A Show-Form step inside the flow captures name, phone or email and saves them as a CRM lead.
- A 'Continue on WhatsApp' button keeps the same contact and history instead of starting over.
- The 'Powered by' label can be switched off on white-label plans.
- Web chat is included from the Starter plan (₹999/month, excluding GST) alongside WhatsApp.
Prerequisites
You need a Starter plan or higher (₹999/month, excluding 18% GST, includes WhatsApp and Web chat), an agent already created (AI-powered or a Guided one), and your logo file handy if you want a branded bubble. If you plan to hand visitors off to WhatsApp, connect your WhatsApp number first so the button has somewhere real to send them.
Decide up front what the widget is for: pure support and FAQ answering, or lead capture that should land in your CRM pipeline. That decision shapes whether you add a Show-Form step early in the conversation.
It also helps to write down, before you touch the builder, the two or three questions visitors ask most on your site: a shipping query, a pricing question, a size query. These become your first AI Reply or Buttons options and save you from a blank-canvas start.
The exact click path
- Go to Website Widget and pick the agent that should answer.
- Set the colours, logo, welcome message and screen position (bottom-right is the default and usually the safest choice).
- Copy the one-line snippet.
- Paste it just before </body> on your site, or into your Shopify theme.liquid / WordPress footer template if you're on those platforms.
- Reload your site; the bubble should appear and start chatting immediately.
If you'd rather show a compact lead form than a full chat window, use the Enquire form embed instead: it's a lighter loader that drops a submission straight into your account without opening a conversation window.
Both the full widget and the Enquire embed load asynchronously, so a slow chat script never blocks the rest of your page from rendering. You can safely place the snippet near the top of the body if your theme editor makes that easier.
Worked example: capture a lead, then move to WhatsApp
A typical flow behind the widget, built in order:
- Send Message: greeting, e.g. 'Hi! I'm the assistant for [Business]. How can I help?'
- AI Reply (or Buttons for a guided bot): understands the question, or offers 'Pricing / Book a demo / Talk to us'.
- Show Form: collects name and phone number when the visitor shows buying intent.
- Save CRM lead: the submission becomes a contact and a pipeline lead automatically.
- Buttons: 'Continue on WhatsApp' linking to your WhatsApp number, so the same person can keep chatting from their phone with full history intact once they message in.
Branding and the Powered-by label
Under Website Widget you can set your own logo and, on white-label plans, switch off the 'Powered by Convo360' footer so the widget reads as purely your own product. The widget is lightweight and renders correctly on mobile screens without extra configuration.
If you run several brands from separate workspaces, each workspace has its own Website Widget settings, so a holding company with three storefronts can give each one its own logo, colours and greeting without them ever mixing up.
Troubleshooting
| Symptom | Likely fix |
|---|---|
| Bubble doesn't appear | Snippet placed in the wrong template, or your site's cache is serving an old page. Clear cache and confirm the snippet sits before </body>. |
| Wrong agent replies | The widget is still pointed at an old agent. Reopen Website Widget and reselect the correct one. |
| Form submissions missing from CRM | The Show-Form step's fields aren't mapped to the expected custom fields. Check the mapping in the flow builder. |
| WhatsApp button opens a blank chat | The linked number is missing the country code or has a typo. Re-enter it in full international format. |
| Widget overlaps other buttons on mobile | Try the opposite screen position; on small screens the default corner can clash with other floating buttons. |
Most of these show up the moment you test on a real phone rather than a resized desktop browser window, which is one more reason the pre-launch checklist below insists on an actual mobile test.
What to test before going live, and cost
- Open the site on desktop and mobile and send a real test message.
- Submit the Show-Form step yourself and confirm the lead appears in Contacts/CRM within a minute.
- Click the WhatsApp button and confirm it opens a chat to the right number with the right pre-filled text, if any.
- Check the 'Powered by' label shows or hides as intended for your plan.
The widget itself carries no extra charge beyond your plan (Starter ₹999/month and up, excluding GST). You're only ever billed by your AI provider for the tokens an AI Reply step uses, at their rate, with no Convo360 markup.
One thing worth deciding before launch: whether the widget should open automatically after a few seconds on the page, or wait for the visitor to click. An automatic pop-up captures more attention on a high-intent page like pricing, but can feel intrusive on a blog post. Most stores use a manual-open bubble everywhere except the checkout or product page. You can revisit this setting any time from Website Widget without touching the embedded snippet again.
Step by step
- Pick the agentGo to Website Widget and choose the AI or guided agent that should answer visitors.
- Set branding and greetingConfigure colours, logo, position and the first message the widget shows.
- Add a Show-Form stepIn the flow, drop a Show-Form step to capture name, phone or email as a lead.
- Paste the snippetCopy the one-line embed code into your site's HTML before </body>, or into your theme editor.
- Test on the live siteOpen your site in a new tab, chat with the widget, and confirm the lead appears in Live Chat and the CRM.
Example conversation
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Frequently asked questions
Does the widget work on Shopify or WordPress?
Yes. Paste the same one-line snippet into your theme, Shopify's theme.liquid file or a WordPress footer template, and it loads on every page automatically. It's lightweight, loads asynchronously so it never slows the page down, and renders correctly on mobile screens without any extra configuration on your part.
Can I collect leads inside the chat instead of a separate form page?
Yes. Add a Show-Form step to your flow to collect name, phone, email or any custom field you've set up, right inside the chat window. Every submission becomes a contact and a CRM pipeline lead automatically, so your team never has to copy details out of a chat transcript by hand.
How do I send a website visitor to WhatsApp without losing their details?
Add a Buttons step linking to your WhatsApp number after you've captured their details with Show-Form and Save CRM lead — the contact record carries over, so the WhatsApp conversation continues rather than restarts.
Can I hide the 'Powered by Convo360' label?
Yes, on white-label plans you can switch it off entirely in the Website Widget settings, so the bubble reads as purely your own product with your logo, colours and greeting and no reference to the underlying platform anywhere in the widget.
Which plan includes the website chat widget?
Starter and above, priced from ₹999/month excluding 18% GST, includes Web chat alongside WhatsApp, the flow builder, knowledge base, CRM and forms. Higher plans add more workspaces, AI voice calling and the REST API, but the widget itself works the same way on every paid plan.
Related reading
Available across India — see WhatsApp & AI calling automation by state and city.