When you route WhatsApp conversations to a widget connected to Google Chat, incoming WhatsApp messages appear as chat invitations in your Google Chat space. Agents reply directly from Google Chat, and responses are sent back to the customer through WhatsApp. This guide covers how the integration works and how to configure routing.
Pré-requisitos
- WhatsApp Business connected to Social Intents (see Setting Up WhatsApp Business)
- A chat widget connected to Google Chat (see Connect to Google Chat)
Routing WhatsApp to Google Chat
Select the Widget
Go to Settings > Outbound Settings. Under Route Inbound to Chat App, select the widget that is connected to your Google Chat space.
Verify the Google Chat Space
Confirm that the widget's Google Chat integration is configured to post to the correct space. Go to My Widgets > your widget > Settings to check the target space.
Test
Send a WhatsApp message to your business number from a personal phone. The message should appear in your Google Chat space as a new chat invitation.
What Agents See in Google Chat
When a WhatsApp message arrives, Social Intents posts a chat invitation to your configured Google Chat space. The invitation includes the customer's phone number, source label (WhatsApp), and initial message.
Google Chat supports threaded replies within spaces. Each WhatsApp conversation can be organized as a threaded response, keeping the space organized when handling multiple conversations.
Escalation Routing
You can route WhatsApp conversations to different Google Chat spaces based on conversational topic. Create Escalate Chat to Human actions in AI Actions and assign each route to a specific Google Chat space. For example:
- Sales inquiries route to the Sales Support space
- Technical questions route to the Tech Support space
- General inquiries route to the Customer Service space
See Escalation Routing for configuration details.
Chatbot com IA
If the widget has an AI chatbot enabled, the chatbot responds to WhatsApp messages before any Google Chat notification is sent. When the customer needs a human agent or triggers an escalation, the conversation is handed off to your Google Chat space with full context.
Perguntas frequentes
Can I route WhatsApp to a different Google Chat space than website chats?
Yes. Create a separate widget for WhatsApp conversations and connect it to a different Google Chat space. Then route WhatsApp inbound to that widget in Outbound Settings.
Do agents need WhatsApp installed?
No. Agents respond entirely from Google Chat. They do not need a WhatsApp account or the WhatsApp app.
Does this work with personal Google accounts?
Google Chat integration requires a Google Workspace account. Personal Gmail accounts are not supported.