WhatsApp vs website chatbot: which should a small business use?
In India, the Middle East and much of the world, customers already live on WhatsApp. So should your chatbot be on WhatsApp or on your website? Often the answer is both, used for different jobs.
Where each one works best
- Website chatbot: answers people who are already on your site, comparing you, reading prices or about to buy. It catches them at the moment of interest.
- WhatsApp: keeps the conversation going after they leave, with reminders, order updates and follow-ups on the phone they always carry.
Cost and setup
A website chatbot is a single line of code and costs a flat monthly fee. An automated WhatsApp bot needs the WhatsApp Business Platform through Meta or a provider; Meta charges per conversation or message, the rate depends on the country and message type, and providers add a monthly fee. Check current Meta pricing for your country before you plan the budget.
Approval and rules
WhatsApp requires a verified business account and pre-approved templates for messages you start. Visitors also have to agree to hear from you. A website chatbot has none of these steps: it only replies when the visitor writes first.
Using both together
A simple pattern: the website chatbot answers questions and captures the lead, and offers a "Chat on WhatsApp" link for visitors who prefer it. ONNT AI Chatbot shows a WhatsApp hand-off link when you add your WhatsApp number in settings. A fully automated AI bot inside WhatsApp itself is not part of ONNT today.
Our suggestion
Start with the website chatbot. It is cheaper and faster to set up, and it shows you which questions customers actually ask. Add automated WhatsApp messaging once you know the volume justifies per-conversation fees.