One AI Chatbot for Your Website and WhatsApp

A shopper asks about sizing in your website chat at lunch. That evening they message your WhatsApp number: “Has my order shipped?” If those two channels run on different tools, they get answers from two different bots, and your team checks two inboxes.

You can run both from one AI agent instead. It learns from one set of content, answers on your website and on WhatsApp, and puts every conversation in one inbox. This post shows how that works in ZynfoAI. For the WhatsApp side in detail, see our guide to the WhatsApp AI chatbot.

Two tools means two sets of answers

When the website bot and the WhatsApp bot are separate products, you train each one separately. Change your returns window from 14 to 30 days and you have to remember to update both. Miss one, and customers get different answers depending on where they asked.

Your team pays for it too: two logins, two inboxes, and no shared history when the same customer shows up on both.

How one agent covers both

One set of sources. Add your website pages, PDF, Word and Excel files, Google Drive documents and, for stores, your Shopify catalog. When something changes, resync that source (or re-import the Google Doc) and both channels answer from the new version.

Website chat widget. One script tag adds a chat bubble to your site. Answers can show their source, and replies can include product cards and an in-chat form for lead details. More on the website chat widget.

WhatsApp Business. Connect your number through Meta’s Embedded Signup. The same agent answers there, with WhatsApp buttons and lists for the next step. Details are on the WhatsApp integration page.

One team inbox. Website and WhatsApp conversations sit together in the team inbox. Filter by channel, claim a chat, leave a private note, transfer it to a colleague, or convert it into a ticket and sync it to Freshdesk.

What a handoff looks like across channels

When a customer asks for a person on either channel, the AI writes a short summary and routes the chat to your team within working hours. The teammate who claims it sees the full conversation, and the AI stops replying while they handle it. The customer profile shows their name, contact details, tags and previous conversations. See human handoff for the setup.

An order question on both channels

For a Shopify store, here is how the same customer might be helped twice in a day.

On your website, at 1pm:

Shopper: Can you tell me where order #4892 is? AI: Order #4892 has shipped and is on its way to you.

On WhatsApp, at 8pm:

Customer: I want to return the jacket from #4892. AI: Our returns window is 30 days from delivery, so you’re within it. I’ve logged your return request and the team will email you the next steps.

The order status comes from Shopify. The returns window comes from your own returns policy. Both channels use the same sources, so the answers match.

What to check before you switch

• Your WhatsApp number. ZynfoAI runs on Meta’s WhatsApp Business Platform, not the WhatsApp Business app.
• Meta’s charges. They are billed by Meta, separately from your plan. Replies inside the 24-hour customer service window are free, and template messages you start are charged per delivery. See Meta’s pricing.
• Your plan. ZynfoAI is $99 a month or $990 a year, with 5,000 conversations a month across web and WhatsApp, 11 team seats and a 7-day free trial. See pricing.
• Other channels. ZynfoAI covers your website and WhatsApp. It doesn’t cover email, Instagram or Messenger.

If WhatsApp is the channel you’re adding, read the WhatsApp AI chatbot guide and see ZynfoAI for WhatsApp, then add the chat widget to your website.