# WhatsApp AI lead capture: turn chats into useful enquiries

WhatsApp is a familiar place for customers to ask a business about prices, opening hours or a product they have seen. The challenge is turning that interest into a record your team can act on.

Before buying automation, separate three different needs: answering questions, handing a conversation to a person, and recording what happened.

## A WhatsApp link is not a native WhatsApp bot

A link shared in a WhatsApp message can open a hosted AI conversation in the browser. A website handoff button can open a conversation with your team on WhatsApp. A Business Solution Provider integration can capture supported WhatsApp activity.

Those are different flows. Do not assume a WhatsApp icon means an AI assistant automatically replies inside every WhatsApp chat.

## Start with a clear route

Choose the route that matches your team:

1. Share a tracked Serviti agent link when customers need business information before speaking to someone.
2. Let the website assistant answer from approved content and offer a human handoff when available.
3. If you use a supported BSP, confirm the integration and its supported events before relying on it for conversation capture.

A click-to-WhatsApp ad opens WhatsApp. It does not automatically pass through Serviti's hosted agent. If the ad should open the agent instead, use the agent's campaign link as the destination.

## Capture context, not just a number

When a visitor is willing to share details, preserve the question, product or service of interest, preferred next step and contact information.

Ask one useful question at a time. A person typing “price?” may need a particular product, not a generic price list. If the product is unclear, clarify it before quoting.

Prices and delivery promises should come from current business content or be confirmed by staff. A chat transcript is not proof that stock has been reserved.

## What Serviti provides

Serviti combines a website or hosted AI assistant with lead capture and a lead CRM. Tracked links can be shared through WhatsApp campaigns and QR codes.

Starter includes a weekly email digest of new leads. Growth adds real-time email and WhatsApp lead alerts and human WhatsApp handoff. Scale adds supported bidirectional BSP integration and Lead Intelligence.

These capabilities do **not** mean Serviti runs a native AI responder on every WhatsApp number. Nor do team follow-up reminders mean automatic outbound customer messages. See the [WhatsApp feature guide](/whatsapp-lead-capture) and [plan comparison](/pricing).

## Keep the human handover practical

Tell visitors who will contact them and avoid promising a response time your team cannot meet. Give leads an owner and record the outcome after the conversation.

Read next: [stop losing enquiries](/blog/missed-customer-enquiries-cost-small-business) and [organise follow-up](/blog/automated-lead-follow-up-small-business).