The website is a brochure; WhatsApp is the till
Plan roles. The page answers “is this real, what is the offer, can I trust you.” Chat answers “is it available, can we do 4pm, send UPI.” If the page tries to be a 40-field ERP, buyers flee to chat anyway — with less context.
Measure both. A “WhatsApp conversion” with no label is not a strategy.
Click-to-chat is not a substitute for a usable form
Night traffic, ads from other cities, and people who will not start a chat still need a form. Killing the form to “be WhatsApp-first” loses silent buyers.
Deep links, prefilled messages, and click-to-chat UX
Each product or service CTA should encode a unique first message. Global floating buttons can use a generic “I came from the website.” Prefer in-context buttons on the offer.
Show the number as text too. Some corporates block wa.me. Some users want to save the contact.
Encode SKU, URL, and offer in the first bubble
If the agent has to ask “which package?”, the deep link failed. Prefill is UX, not a growth hack.
Catalogues versus forms for Indian buyers
Catalogues work for SKUs with photos and prices. Forms work for scoped services (site visit, demo, B2B). Do not put a 200-SKU catalogue behind a “enquire” form and also behind chat with no SKU id.
Checkout still needs proper form and payment UX if you take money on the site.
Status, catalogues, and the missing order ID
If Status sells the SKU, the chat must receive an ID. Designers should spec that string. Ops should not play detective in a 80-message thread.
Consent, templates, and not spamming after midnight
Do not add people to broadcast lists from a click-to-chat without asking. State that a human will reply. Template spam after a single “hi” trains blocks.
Show working hours near the button. A Binderr-length policy page is optional; one honest line is not.
Designing the handoff from site to chat without losing context
Pass URL, SKU, price, UTM. On app, pass logged-in name if allowed. The agent’s first reply should not ask for information the page already had.
If you use a CRM, the same payload should land there — Next.js webhooks beat copy-paste.
Brevia patterns for WhatsApp-first SMEs
Primary CTA logic, prefill map, hours, form fallback, and a prototype of the mobile thumb zone. UI/UX pack ₹50,000; implementation on website packages. Book a Consultation.
We will refuse a brief that is only “make it green and viral.”
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