Check what “both channels” means
Some tools offer a website widget and an official WhatsApp Business connection; others connect a number through a linked-device method. These routes differ in ownership, operational reliability, templates, and platform rules. Ask whether the same inbox receives both, whether history is shared, and who pays channel fees.
Shortlist the architecture
Intercom describes a unified inbox across channels including chat and WhatsApp. Gorgias supports ecommerce support across chat and social channels, including WhatsApp. Zendesk can connect messaging and Shopify context in its agent workspace. ProxyAI supports web chat and WhatsApp routes, with a shared bot identity and knowledge; its WhatsApp page explains that QR pairing and the official Meta route are distinct choices. Verify current availability for your plan and region.
Test continuity
Start on web chat, ask the visitor to continue on WhatsApp, then have an agent take over. See whether customer identity and previous messages are linked or whether the second channel starts fresh. Check attachments, opt-in requirements, and what happens when the official channel is disconnected.
Be honest about support hours
A bot may answer on both channels at any hour, but humans still have schedules. Publish staffed hours and a fallback. Keep channel-specific consent and messaging rules in view, especially for proactive WhatsApp messages.
Make the channel switch explicit
When a visitor moves from website chat to WhatsApp, tell them whether the conversation history follows. If identity is not linked, ask for a reference in a privacy-conscious way and do not imply the agent has seen earlier messages. Keep consent and message-initiation rules separate from the chatbot’s ability to respond to an incoming question.
For ProxyAI, the WhatsApp documentation distinguishes QR pairing from the official Meta connection. Choose the route based on your operational requirements, account ownership, and current WhatsApp rules—not just setup speed. Test reconnection and human handoff before making WhatsApp a primary support channel.
ProxyAI’s channel comparison also covers Telegram, LINE, Discord, and voice in addition to web chat and WhatsApp; the full matrix shows channel-by-channel support and notes. Its Shopify, WooCommerce, and Wix connections can bring catalog answers into those conversations, while human handoff and abuse controls cover exceptions and misuse. Confirm the exact channel connection and store actions before making them part of a service promise.