When you select the Whatsapp option on the chat widget, it will show a contact form. This contact form cannot be turn off, which is ridiculous in my opinion.

Why would you ask someone for their name, email and send a predefined message via chat if they just want to contact you by Whatsapp (you will get their phone number anyway).

But it is what it is, so I fill in the contact form with a name and email address and click send. At this time, the system already creates a contact and a conversation, because the pre-defined message was sent via chat (not via WhatsApp).

Now, as a customer,I finally get a chance to send a WhatsApp message, which I send. The system creates another contact with the name and phone number that was passed by Whatsapp. So we end up with two contacts and two conversations. And there is no way to avoid duplicated contacts because one contact includes the email (from the contact form) and the other has the phone number (from Whatsapp).

The whole mess is created by the fact that when you select the Whatsapp option on the chat widget, you always get a contact form which upon submission sends a pre-defined message via chat and creates a contact and conversation in your system. This is, with all due respect, just stupid.