Start and Continue on Web
Agents can open a Web support chat for a customer and share a link. Customers open the link in a browser — no WhatsApp or Instagram window required.
Configure branding and tenant defaults under Web Chat Settings (General → WhatsApp → Web). Those defaults prefill Link Conversation History and Send Link in Chat; you can still change them for one chat. Website vanity / embed: Website Chat.
Start Web Chat (Cold Start)
On Inbox or Dashboard conversation lists (not Lists or Spam), a + control sits next to the channel chips.
- Tooltip / accessible name: Start web chat
Modal title: Start web chat
Intro: Open a web support chat and copy a shareable link. Name and email are optional — leave both blank for an anonymous chat.
| Field | Notes |
|---|---|
| Name (optional) | Placeholder Customer name |
| Email (optional) | Placeholder customer@example.com |
Buttons: Cancel · Start web chat (Starting… while in progress).
On success, Kazenly creates a Web conversation, copies the link when the browser allows, and opens the thread. If copy fails, use Copy chat link from the conversation menu later.
Continue on Web (From WhatsApp or Instagram)
On an open WhatsApp or Instagram thread, open Conversation actions (⋮) → Continue on Web.
Modal title: Continue on Web
Subtitle: Open a hosted Web Chat for this contact. Optionally send them the link in WhatsApp.
| Control | Notes |
|---|---|
| Name | Prefills from the contact when available (placeholder Customer Name) |
| Phone / Instagram | Masked linked identity when present (Linked) |
| Link Conversation History | Keep this Web Chat tied to the current WhatsApp or Instagram thread. |
| Send Link in Chat | Off by default — Off by default. On WhatsApp with a chat.kazenly.com link, sends an approved Utility button when available; otherwise sends the plain link text. |
24-hour rule (WhatsApp): If the customer messaged you in the last 24 hours and Send Link in Chat is on, Kazenly can send your Settings Link Message with a short chat.kazenly.com/g/… link as a normal message. Outside that window, WhatsApp uses the approved Continue on Web template button instead. With Send Link off, the composer draft and clipboard still prefer the short link when available.
Buttons: Cancel · Create Link (Creating…) or Create & Send (Sending…) when send is on.
Toasts
| Message | When |
|---|---|
| Web chat button sent — ask them to tap Continue on Web | Utility button sent (vanity link) |
| Web chat link sent — ask them to open it | Plain link sent in chat |
| Web chat link copied — paste it into the message below | Link copied for the composer |
| Couldn't create the web chat link. | Error (retry) |