Most enquiries arrive when nobody is at a desk. A visitor lands on your site at 10pm with one question (how long does a licence take, what does it cost, do you cover my state), gets no answer, and goes somewhere else.
The website chatbot answers that question in your own words, captures the person as a lead, and hands the conversation to you when it has nothing to say. The same answers reply on WhatsApp when somebody messages your business number.
What it can say, and what it cannot
You write a list of questions and answers. That list is the whole of what the bot can say. It matches a visitor's question against your list and replies using your answer's own sentences. It does not paraphrase, summarise or fill gaps.
A question nothing on your list covers gets no answer at all: the bot says the sentence you wrote for that case and marks the conversation as needing you. It cannot quote a price, a timeline or a rule you did not write, because it has nothing to quote it from.
Every sentence it is about to send is checked against the answer it came from, using the same check that stops Finocket's assistant stating a figure your books do not support. A figure from one answer can never turn up in a reply about a different one.
Turn it on
Open CRM → Website chatbot. Two things have to be true before a visitor ever sees it:
- The switch is on. A new chatbot is off.
- Your website address is listed. One full address per line, exactly as your site is served, such as
https://yoursite.in. No paths, no wildcards.
Then copy the one-line snippet and paste it into your site's pages, just before the closing body tag. The bubble appears in the bottom-right corner.
The snippet contains a key that is visible to anyone who views your page. That is safe, because the chat only answers on the addresses you listed. Somebody who copies your snippet onto a site of their own gets nothing at all, and cannot even tell whether the key is real.
Leads
When a visitor leaves an email address or a phone number, it becomes a lead in your CRM with the same scoring, routing and response timer as every other capture channel, and you get the usual new-lead alert. Whether they ticked the opt-in box is recorded against them, so a later campaign knows exactly what they agreed to.
WhatsApp replies
Switch on Reply automatically on WhatsApp and the same answers reply when somebody messages your business number. Three rules apply, and none of them is optional:
- The 24-hour window. WhatsApp only allows a free-form reply within 24 hours of the customer's own message. Outside it, a reply needs one of your approved templates. Without one, nothing is sent, and the attempt is recorded in your message log with the reason.
- Consent. Somebody who has opted out is never replied to. The reply goes through exactly the same consent check as every other message Finocket sends.
- Opt-out keywords. A message saying STOP is treated as an opt-out, not as a question. The bot stays silent and the suppression is recorded.
No WhatsApp provider connected? Nothing is sent. Connect one on Outreach sending, which Settings → Connected keys links to. Selling channels is a different screen and has never carried WhatsApp.
Conversations
Every conversation is listed on the same screen, newest first, with the ones waiting on a human flagged. Open one to read the whole exchange, including the questions the bot had no answer for. Those are the best list you will ever get of what to write next.
Closing a conversation ends it. A returning visitor starts a fresh one, so an old link or an old tab can never revive a thread you finished.