The WhatsApp click-to-chat feature allows you to start a conversation with someone without saving their phone number first. You can use this feature for two powerful purposes:
Redirect customers to another WhatsApp account linked with your customer service tools.
Build your WhatsApp subscriber list.
How to use click-to-chat
WhatsApp's click-to-chat feature uses specific URL formats to initiate conversations. You can create links in two primary formats:
Basic links that simply open a conversation with your number.
Enhanced links that include pre-filled messages.
Both formats use the wa.me domain, WhatsApp's official short URL, followed by your correctly formatted phone number.
Create a click-to-chat link
A click-to-chat link is ideal for simple redirects to your WhatsApp account. When customers click this link, WhatsApp opens a conversation with your number, making it easy for them to reach you without the friction of saving a contact first.
To create a basic click-to-chat link:
Start with WhatsApp's short domain:
https://wa.me/Add your phone number in international format:
Include the country code. Example:
1for US,44for UK.Include the complete number without the leading zero.
Remove all special characters — no spaces, dashes, brackets, or plus symbols.
Test the link to ensure it opens a WhatsApp conversation with your account.
Example correct format:
https://wa.me/1XXXXXXXXXX (for a US number)
https://wa.me/447XXXXXXXXX (for a UK number)
Example incorrect format:
https://wa.me/+1XXXXXXXXXX (includes + symbol)
https://wa.me/001XXXXXXXXXX (includes leading zeros)
https://wa.me/1-XXX-XXX-XXXX (includes dashes)
https://wa.me/1(XXX)XXXXXXX (includes brackets)
Create a click-to-chat link with a pre-filled message
Pre-filled messages reduce customer effort and increase engagement by providing pre-filled text. This is particularly effective for specific campaigns or when you want customers to reference certain products, promotions, or inquiries.
To create a click-to-chat link that includes a pre-filled message:
Start with the basic click-to-chat link format:
https://wa.me/1XXXXXXXXXXAdd a question mark to indicate a parameter:
https://wa.me/1XXXXXXXXXX?Add the text parameter: text=
Add your message with proper URL encoding:
Replace spaces with
%20.Replace special characters with their URL-encoded equivalents.
For example, "Hello there!" becomes Hello%20there%21.
Example:
https://wa.me/447XXXXXXXXX?text=I%27m%20interested%20in%20your%20services
Common URL encoding characters:
Character | URL encoding |
Space |
|
Apostrophe |
|
Exclamation mark |
|
Question mark |
|
Comma |
|
Redirect customers to your customer service WhatsApp
Meta's policy restricts WhatsApp accounts from being shared between different applications. This means you need to choose between two options:
Single-app approach
Manage all WhatsApp communications in one tool
Multi-app approach
Use separate tools for different functions, for example, marketing in Dotdigital and customer service in another platform.
The click-to-chat feature solves this challenge by creating a seamless handoff between your marketing and support accounts.
Example
This example creates a simple friction-free customer journey from marketing to support without requiring customers to save a new contact or manually type a different number.
Create a click-to-chat link using your customer service WhatsApp number.
Share this link through your marketing channels
Add it to marketing messages.
Include it in automated responses.
Place it on your website or in apps.
Customer experience
Customer clicks the link.
WhatsApp automatically opens to your support account.
Customer can immediately begin the support conversation.
Build your WhatsApp subscriber list with click-to-chat
Before you start
With this method you must use native WhatsApp consent.
The click-to-chat feature provides a simple way for users to start a conversation with your WhatsApp account and for you to collect consent. For example, you can create links that:
Open WhatsApp directly to your business number.
Include pre-filled "START" messages that users can simply send to opt in.
Allow for immediate subscription with minimal friction.
When users reply with "START" during the conversation, they're automatically subscribed to receive your marketing messages.
Method | How to |
Email campaigns | Add a click-to-chat link in your email campaigns with pre-filled "START" text |
QR codes | Display QR codes at events that open WhatsApp with a pre-filled consent message |
In-conversation requests | Ask during conversations if they'd like to receive marketing messages |
Each of these approaches provides a way for customers to initiate contact with your WhatsApp account, where they can then subscribe by sending START.
Example click-to-chat consent link
https://wa.me/447XXXXXXXXX?text=START
This example link opens WhatsApp directly to your business number with "START" already typed in the message field. The customer only needs to press send to provide consent.
