Website Chatbot or WhatsApp Chatbot? How to Choose (or Use Both)
Website chatbots catch visitors while they browse; WhatsApp chatbots keep the conversation going. When to use each, and why most businesses need both.
TL;DR: A website chatbot catches visitors while they are researching. A WhatsApp chatbot continues the conversation on their phone, where follow-up is easy. Most businesses that sell considered purchases benefit from both, ideally from one bot with one knowledge base.
How they differ
| Website chatbot | WhatsApp chatbot | |
|---|---|---|
| Where it starts | Visitor on your site | Customer messages your number, or clicks an ad or link |
| Identity | Anonymous until they share details | Phone number known |
| Follow-up | Only if they leave contact details | Easy, within WhatsApp's rules |
| Rich input | Forms, links, buttons | Buttons, lists, native forms, voice notes, photos |
| Cost | Platform plan | Platform plan plus Meta template charges |
Choose a website chatbot if
- Most enquiries come from Google and your website.
- Questions are answered in one session.
- You want to capture leads from existing traffic.
Choose a WhatsApp chatbot if
- Customers already message you on WhatsApp.
- Sales take days or weeks and need follow-up.
- Your ads use click-to-WhatsApp.
Why both usually wins
Visitors start on your website and finish on WhatsApp. If both channels use the same bot and knowledge, answers stay consistent and you only update content once. InfiBot runs one bot on both channels, with the same lead delivery and handover.
Getting started
- Launch on your website first. See train a chatbot on your website.
- Connect WhatsApp when ready. See the WhatsApp setup guide.
- Add automatic follow-ups for quiet WhatsApp leads.
Frequently asked questions
Is WhatsApp more expensive?
Replies to customers who message you are free within 24 hours. Marketing templates cost money. See WhatsApp pricing in India.
Can I add a WhatsApp button to my website chatbot?
Yes. Add a link to your WhatsApp number as an option in the chat.
Do I need two separate bots?
Not with InfiBot. One bot serves both channels.