My WhatsApp Button Opens The Wrong Chat
Your site is usually still using an older number, the number has no country code, or visitors pick the wrong agent. Check the published channel, then test the number from the editor.
Each WhatsApp contact in your widget is a link to one phone number. Flidu builds that link from the Phone number saved in the channel and hands the visitor over to WhatsApp. So when the wrong chat opens, the cause is almost always the number your live widget is using. Work through these checks in order.
Check Which Number Is Live
Open Website Widgets in the dashboard sidebar, open your website, and go to the Channels tab. Find the WhatsApp row in the Channel Builder card and read its status.
- Live · edited: you changed the channel and saved it, but your site still shows the version from before. Click Edit, then Publish changes.
- Live: the saved number is the one visitors get. Go to the next check.
- Draft or Off: this channel is not on your site, so it is not what visitors are using. See the section on original channels below.
Save as Draft keeps an edit in the dashboard and changes nothing on your site. Only Publish changes sends it to the widget. Published changes show the next time a page loads, so reload your site before you test again.
Check The Number Format
- Click Edit on the WhatsApp row.
- Read the Phone number field. Type the number the way someone abroad would dial it, starting with the country code, for example +971 50 000 0000.
- Click Test on WhatsApp at the top of the WhatsApp agents section. It opens the chat for the number typed in the editor, before anything is saved.
- When the right chat opens, click Save as Draft, then Publish changes.
Flidu removes spaces, brackets, dots and hyphens from the number. It does not add a missing country code and it does not remove a local leading zero: the link carries exactly the digits you typed. So enter the full international number, not the local form. Flidu also does not check whether a number is registered on WhatsApp. Confirm it is the number your WhatsApp or WhatsApp Business account uses.
Check Which Agent Visitors Reach
In Single Agent mode the channel publishes one agent: the one shown in the Phone number and Agent name fields. If a note under those fields says more agents are saved in the draft, switch Mode to Multiple Agents to see them all, then remove the ones you do not need or switch them off. Single Agent mode does not publish while more than one agent is switched on.
In Multiple Agents mode with more than one agent switched on, tapping the WhatsApp row opens a list and the visitor chooses who to message. Each entry shows the agent’s Display Label, or the Agent name when there is no label. In the editor, each agent row lists the phone number under the name. Click Edit on a row and confirm that the label and the number belong together: a "Sales" label on the support number sends visitors to the wrong person. Test on WhatsApp opens the first enabled agent in the list only, so test the other agents from your live site after publishing.
Check For An Original WhatsApp Channel
Channels that were set up before the Channel Builder are listed in an Original channels panel at the top of the Channels tab. They cannot be edited there, and your site keeps showing them until you publish a Channel Builder channel of the same type. If WhatsApp is in that panel and marked Shown on your site, the WhatsApp row on your site comes from that original setup, not from the Channel Builder. Click Add Channel, choose WhatsApp, enter the right number, click Save as Draft, then Publish changes. The published channel replaces the original one, and the panel then reads Replaced by the Channel Builder.
Check You Are Editing The Right Widget
A website can have more than one widget. Each widget has its own channels and its own install snippet. On the Overview tab, the widget selector in the Website Widgets card shows which widget you are editing. Open the Install tab and compare the data-widget value in its snippet with the one in the snippet on your page. If the values differ, your site loads a different widget, and that is the one whose WhatsApp number needs changing.
What A Correct Result Looks Like
On your live site, tapping the WhatsApp row, or an agent in its list, opens WhatsApp in a new tab in a chat with the number you published. If you filled in Prefilled message, that text is already typed and the visitor presses send. The prefilled message is shared by every agent in the channel, so if the right chat opens with the wrong opening line, edit that field and publish again.
The conversation itself happens in WhatsApp. Flidu does not see, store or answer the messages, so what happens after the chat opens depends on WhatsApp and on the account that receives the message. If the wrong chat still opens after these checks, contact us with your website domain.