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Continue a WhatsApp conversation in web chat

The Link to Web Chat assistant-workflow action sends a secure link so a customer can continue in the company's web chat experience.

Configure the action

  1. Publish the company's web profile through Subdomain & Branding.
  2. Create an active destination widget using the same company and assistant as the source WhatsApp conversation.
  3. Open the custom assistant's workflow and add Link to Web Chat.
  4. Select the Destination Widget, Link Validity (Hours), WhatsApp message, and button text.
  5. Connect the intended trigger or condition, save, and test with a controlled WhatsApp contact.

The service validates the source visitor, conversation, company, assistant, and destination before issuing a link. The source must be a WhatsApp conversation with the matching assistant.

Customer experience

The customer opens the link and redeems it in their browser. Nviti creates an owned web conversation linked to a snapshot of the source conversation at the handoff cutoff. Later source messages are not automatically part of that snapshot.

A link is single-use across browser identities. Reopening it in the already-linked browser resumes the existing conversation, including in a new tab or after the migration window expires, provided the browser still has its valid visitor credentials. It does not create another visitor or fork.

The expiry limits first-time migration. A used, expired, or revoked migration link falls back to normal chat access: the browser can resume only its own saved identity, or start as a new visitor. A different browser, cleared browser storage, or a matching phone number cannot recover the migrated history from a used link; request a fresh link through the business's configured flow instead.

Eligible forms and bookings created by the cutoff can appear in Visitor records when the redeemed handoff remains valid for record access.

New migration URLs include ?source=whatsapp before the private token fragment. On full-page chat, this exact source parameter triggers an Open CChat in your browser guide after 10 seconds, with a briefly bouncing top-right arrow. It appears again on every page load that retains the parameter; there is no saved dismissal flag. User-agent detection is not required. It offers menu instructions, copying the private link, and an explicit Continue in this browser choice. Pending migration is paused during the delay and the guide, and the URL fragment is preserved so an unused link can be redeemed in the external browser instead. Reduced-motion preferences disable the animation.

The parameter identifies the link's source, not the current browser: Safari or Chrome can retain it after Open in browser. The guide therefore says “If you are still inside WhatsApp” and permits continuing in the current browser. Untagged URLs, native SDK WebViews, and installed standalone PWAs do not show it. Websites cannot control WhatsApp's browser menu; its wording and position may vary. An already-used link cannot transfer its browser credentials to Safari or Chrome—request a fresh migration link for that move. Previously sent untagged links are not rewritten retroactively.

Treat the link as private. Do not forward it or publish it in a shared channel. Entering the same phone number into a widget is not an alternative to secure handoff.

Browser notification permission and widget marketing consent remain separate customer choices. Moving the conversation does not enroll the visitor in campaigns.

For an authenticated host application, use signed SDK sessions.