Online Visitors
When a visitor has your website open and the Web Chat widget is loaded, they appear as an online visitor in Gallabox. This presence tracking works through the widget’s live connection — as long as the visitor’s browser tab is connected, you can see that they’re online. When the visitor closes the tab or loses connection, they drop off the online list. Visitor tracking is limited to this live presence view. Gallabox does not record a visitor’s browsing history or the pages they viewed before starting a chat.Handoff to WhatsApp
Web Chat visitors who need immediate or more detailed support can be handed off to WhatsApp — where you can send broadcasts, use templates, and handle transactions.How handoff works
1
A visitor chats with your Web Chat agent.
2
The visitor (or the agent) triggers a handoff to WhatsApp.
3
The visitor sees a WhatsApp link or button in the Web Chat widget.
4
Clicking the link opens WhatsApp with a pre-filled message.
5
The conversation continues on WhatsApp — and the visitor’s contact info and chat history are linked.
Configuring handoff
1
Go to AI Agents and Bots → [Your Agent] → Settings → Web Widget Settings.
2
Scroll to Handoff Configuration.
3
Toggle Enable handoff to on.
4
Select the WhatsApp channel to handoff to.
5
Choose the Display style:
- Aggressive header — a banner appears at the top of the chat asking if the visitor wants to switch to WhatsApp
- Floating pill — a small WhatsApp icon floats on the screen
- Action button — a “Chat on WhatsApp” button appears in the conversation
6
Write the Prompt text — the message shown to the visitor before handoff.
7
Optionally write a Pre-fill message — this text is pre-filled in WhatsApp when the link is clicked.
8
Click Save.
Pro tip: Use the pre-fill message to give context to your WhatsApp team. Something like: “Hi! I was just chatting on your website about [topic]. Here’s what I need help with:” — this saves the visitor from repeating themselves and creates a smoother experience.
Web Chat is reactive only — visitors initiate the conversation by opening the chat widget on your website. Gallabox cannot send proactive outbound messages to website visitors outside of an active chat session.