Choose an enquiry path based on customer behaviour and your response process. Offering both works only if both are maintained.
Assess the conversation needed
WhatsApp can suit a quick initial discussion, while a form can collect structured specifications and attachments. Consider whether customers are on company desktops, personal phones or procurement workflows. Do not require a personal messaging account for every enquiry.
Set handling expectations
Assign ownership, working hours and an escalation route for unanswered messages. Forms need reliable delivery, spam handling and a confirmation state. Ask only for information required at this stage and explain how submitted details are used.
Measure completed contact
Track messaging-link clicks as clicks, not received conversations. For forms, distinguish successful delivery from a button press. Reconcile enquiries with qualified opportunities periodically so channel decisions reflect useful leads rather than different tracking definitions.