Click to Chat – FAQ

Frequently Asked Questions

Find quick answers to common questions about the Click to Chat plugin. If we can’t find what you’re looking for, contact our support team.

Setup

How do I install the Click to Chat plugin?
Download from WordPress Dashboard under Plugins → Add New, search for “Click to Chat”, then install and activate.
How do I install the Click to Chat Pro version?
Download the Pro ZIP from our account after purchase. Go to Plugins → Add New → Upload Plugin → select zip → Install → Activate. Add the software license and activate the license (No need to deactivate the free version. The Pro plugin is the extension to the free plugin).
Click to Chat Pro Plugin Installation
Why am I seeing the “No WhatsApp number found!” message?
This occurs when no number is added in the plugin settings. Go to Settings → Click to Chat, enter our WhatsApp number with the country code, and save the changes.
Do I need to uninstall the free version before activating the Pro version?
No, there’s no need to uninstall or deactivate the free version. The Pro version works as an add-on to the free plugin. Just install and activate the Pro version alongside the free version—our existing settings will remain intact.
How do I enter my license key after installing Pro?
After activating the Pro version, go to the Shop page where the product was purchased. Click on “View Licenses” next to the relevant product. Then click the key icon or “Manage Sites” to find our license key. Once we have the key, go to the plugin settings in our WordPress dashboard, enter the key under “License Key”, and click Save Changes. This will activate the Pro features.

👉 How to get Click to Chat License Key
My plugin isn’t showing after install. What now?
✔️ Ensure a valid WhatsApp number is set with country code. ❌ Clear any site cache or CDN to reflect changes. 👀 Review display settings: – Visibility based on post/page rules. – Device-specific rules or delays may activate later.
Do I need a WhatsApp Business account?
No, We can use Click to Chat with a regular WhatsApp account. However, a WhatsApp Business account provides additional features like business profile, quick replies, and labels which can enhance our customer communication.

Display Settings

Can I show the chat button only on specific pages?
Yes, in the Display settings, We can choose where the chat button appears. We can include or exclude individual pages, posts, categories, or even custom post types by using the page level settings.
Show only on selected pages
How can I delay the chat button from appearing immediately?
In the Display Settings section, scroll to the Time Delay option. We can then set the number of seconds to wait before the chat widget appears to our visitors.
Time Delay – Documentation
Is there an option to show the chat only after a user scrolls down the page?
Yes, in the Display Settings section, use the Scroll Percentage option. Set a percentage (e.g., 50%) so the chat widget only appears once the visitor has scrolled that portion of the page.
Scroll Delay – Documentation
Can I show or hide the chat based on device type (mobile/desktop)?
Yes, there are toggles in Display Rules to control visibility on mobile and desktop devices separately. This is useful if we want to show the chat on mobile only, or vice versa.
Show/Hide on Mobile or Desktop – Documentation
How can I show/hide the Click to Chat widget on specific posts or categories?
Navigate to the Display Rules settings in the plugin. Scroll to the Post ID and Category sections. Add the specific post IDs or category names where we want to hide or show the widget. The settings will apply only to those selected posts or categories, and the widget will remain visible or hidden as configured on the rest of the site.
Show/Hide Widget by Post ID or Category – Documentation

Greetings

How do I set up the greeting dialog box?
Go to Click to Chat → Greetings and enable the greeting dialog. From there, we can customize its content, appearance, and colors to match our brand.
How can I add a form before the chat begins?
In the Greetings section, enable the Greeting Form option. We can add fields like name, email, and message. This form appears before the WhatsApp chat starts.
Can I use the form data in the WhatsApp message?
Yes, we can pass the form inputs as pre-filled WhatsApp messages. Alternatively, we can use Webhooks to send form data to CRMs, email handlers, or other external tools.
Form Data in Prefilled WhatsApp Message
How do I trigger Webhooks from the greeting form?
In Form Settings, enable the Webhook option and enter the target URL. This sends submitted data like name, email, page URL, WhatsApp number, and UTM parameters to third-party tools.
Webhook Setup
What happens if we don’t enable greetings?
If greetings are disabled, only the WhatsApp icon or widget appears. The chat starts directly without any dialog or form.
How can we control the greetings dialog behavior?
We can choose from multiple modes in the Greetings section: Open mode shows the dialog automatically, Closed mode shows it only after clicking the WhatsApp button, and Preset mode opens it on desktop but remains closed on mobile.
Greetings behavior

Styling & Appearance

How can we customize the appearance of the Click to Chat widget?
Select any style and navigate to the Customize section. There, we can fully personalize the widget’s appearance—colors, size, shape, and visibility.
Customize styles
How do we control the widget’s position on the screen?
Under Click to chat Style, Position section, we can select the position type (fixed/absolute) and position to place (e.g., bottom right, top left), giving us complete control over where the widget appears in the viewport.
Position to place
Can we use a custom icon instead of the default WhatsApp logo?
Yes, by selecting Style 99 in the free version, we can upload any image to use as the widget icon—ideal for custom branding.
Style 99
How can we change the color of the Click to Chat widget?
Navigate to Click to Chat → Customize, where we can set custom background colors, icon colors, and text colors to match our website’s branding.
Can we display a notification badge on the widget?
Yes, under Click to Chat → Other Settings, we can enable the notification badge option. We can add a custom number (like 1, 3, etc.) and set its background color and text color for better visibility.
Notification Badge
Is animation available for the chat widget icon?
Yes, under Click to Chat → Other Settings, we can enable animations like bounce or shake to grab attention.
Animations

Widget Behavior

How to hide the Click to Chat widget when we are offline?
Navigate to Click to Chat → Business Hours(PRO) and enable the “Hide when offline” checkbox. The widget will automatically hide outside the specified working hours.
Business Hours – Hide When Offline
How to show a different WhatsApp number and call-to-action when offline?
In Click to Chat → Business Hours(PRO), uncheck the “Hide when offline” box. we’ll then see options to set an offline WhatsApp number and a different call-to-action message, which will display when the team is offline.
Why is the Click to Chat widget not showing or hiding based on Business Hours?
This issue typically occurs when the Business Hours setting isn’t enabled or is misconfigured. Make sure the “Enable Business Hours” option is checked under Click to Chat → Business Hours. Also, confirm that the working hours match our desired availability and the server’s time zone. If it’s still not working, clear our site and browser cache—some caching or optimization plugins might delay updates.
What are the available URL options to open WhatsApp?
We can choose between wa.me, web.whatsapp.com, or any custom URL. Each opens WhatsApp in a different way—mobile, desktop, or a link we set.
URL structure

Integrations & Analytics

Is Click to Chat compatible with WPML or Polylang for multilingual websites?
Yes, Click to Chat is fully compatible with WPML and Polylang plugins. We can translate all the plugin strings, including the WhatsApp number and pre-filled messages, to match the selected language on the site. This allows us to provide a consistent and localized experience for visitors across different languages.
WPML
Why does the WhatsApp number change when using translation plugins like WPML or Polylang?
When we use WPML or Polylang, the number changes automatically based on the translation settings. It’s updated only through the translation tools—not in the plugin’s admin settings. If a number was changed but not reflecting, clear or update the string translation to apply the new value.
Can I use Click to Chat with any WordPress theme or page builder like Elementor or Divi?
Absolutely. Click to Chat is designed to work seamlessly with all major page builders such as Elementor, Divi, Beaver Builder, and more. It also supports all WordPress themes, so we don’t need to worry about compatibility issues when building or customizing our site.
How can I track the number of users clicking on the WhatsApp widget?
We can track interactions by integrating Click to Chat with Google Analytics 4 (GA4) or Google Tag Manager (GTM). When event tracking is enabled, each click on the WhatsApp widget is logged as an event. This allows us to see how many users clicked the button and which pages triggered those clicks—helping us understand engagement and improve conversions.
How to add a webhook in the Click to Chat plugin?
Navigate to Click to Chat → Other settings and scroll to Webhooks, enter the webhook URL where we want to send the data. When a user clicks on the chat, the plugin will send information like WhatsApp number, trigger source, page URL, UTM parameters, and cookies to the given webhook.
Webhooks
Why is the webhook not triggering when a new chat starts?
Ensure the webhook URL is correct and publicly accessible. Also, confirm that the trigger event is enabled in the plugin settings.

Cache & Performance

I made changes in the plugin, but they aren’t showing on the site. What should I do?
This is often due to cache. Clear our website, browser, and plugin cache (like WP Rocket or LiteSpeed). Also, check if a CDN like Cloudflare is caching the old version.
Clear Cache
How to clear cache when using WP Rocket or LiteSpeed Cache?
In WP Rocket, go to the dashboard and click “Clear Cache.” In LiteSpeed, use the “Purge All” option from the LiteSpeed Cache menu in WordPress.
The translated WhatsApp number isn’t changing in WPML/Polylang. Why?
If a number is changed in one language and not reflected in others, update or clear the string translation cache so the new value loads correctly.
Why is my CDN affecting the widget’s behavior?
CDNs often serve cached versions of our site. Make sure to purge the CDN cache after making changes in the plugin to reflect the updates properly.

Features

Can we set different WhatsApp numbers per visit?
Yes. We can enable the random number feature to load a different number on each visit, or use the sequence option to rotate numbers in a specific order.
Random number setup
Is it possible to show a form before starting the WhatsApp chat?
Yes, this is available in the Pro version. It allows us to collect user details like name, email, or message before redirecting them to WhatsApp.
Greetings Form
Can we display the widget only for logged-in users?
Yes, we can control widget visibility based on the login status of visitors. Choose to show or hide the widget for logged-in or non-logged-in users from the Display Rules settings.
User login display rules
Can we display the widget only for visitors from specific countries?
Yes, we can control widget visibility based on the user’s country. From the Display Rules settings, enable country-based display and specify the countries where the widget should be shown or hidden.
Country-based display

PRO

How do I activate the Pro version of Click to Chat?
After purchasing, visit the Shop → View Licenses section. Click the key icon or “Manage Sites” to get the license key. Then, go to plugin settings in our site, paste the key in the License Key field, and save.
How are updates handled for the Pro version?
Once the Pro license is activated, we’ll receive updates directly in our WordPress dashboard like any other plugin. Keep your license active to ensure smooth updates.
Can we use the Pro version on multiple websites?
Yes, if our license plan supports multiple sites, we can use the plugin on more than one site. we can manage activations and deactivations from the “Manage Sites” section of our license page.
Are lifetime updates and support included?
If we’ve purchased a lifetime plan, updates and support are included without any renewal. For annual plans, updates and support are available as long as the license is active.
Is there a refund policy if it doesn’t work for me?
Yes, we offer a 14-day money-back guarantee if the plugin doesn’t meet your needs.

26 thoughts on “FAQ”

  2. Ally

    Hi,
    Based on https://ht-ctc.techponder.com/custom-element, may I ask can I add an element which is a floating button plus a pop-up window with a header title ? I would like to use this plugin to create the effect as the following Javascript:

    jQuery(document).ready(function(){ jQuery(‘#whatsappDiv’).floatingWhatsApp({ phone: ”, popupMessage: ‘Hello, how can we help you?’, message: “”, showPopup: true, showOnIE: false, headerTitle: ‘Welcome!’, //headerColor: ‘crimson’, //backgroundColor: ‘crimson’, buttonImage: ‘

    ‘, //Button Image

  3. Gerard Jimenez

    Hello, do you plan on adding availability based on working hours to the plugin.

    Thanks a lot for your hard work.

    1. Téo Jordão

      I ask the same question, it would be very good to be able to configure the button to be hidden for business hours (example weekends, holidays and night)

  7. Bernd

    Hello,

    when you are on Android and use Firefox browser it won’t open WhatsApp but say that you don’t have the app installed. Do you know how to fix this?

    Regards
    Bernd

    1. holithemes

      Hi,

      Some Browsers are not opening the App links. Plugins tries to open WhatsApp app in Mobile based on WhatsApp Click to Chat API. But some browsers not supporting. Its Market usage is approx 4%.

      We are trying to find a solution for this. so that website vistors can to chat.

  8. gabriel

    hi, i’m using this plugin for my website connected to mobile app.
    my problem is The chat button works properly from android, but from ios the url can not direct to the chat window. i try to open from three different ios device but the result is the same..
    how to fix this? thank you.

    1. pranathi

      Hi,
      Some browsers do not open the app links from App.
      E.g. In Firefox, there is a setting to open the app links in the browser or app.

      Thank you

  11. Max

    Is it possible to add 2 Phone Number and the customer can click with who is like to speak…
    Example
    – one number is for ask question in English
    – one number is for ask question in French

    Thanks
    Max

  12. Richard

    Hi, I would like to report something weird, when Click to Chat plugin is activiated, my dropdown menu(accordion widget) cannot be extended, and my tab menu(Tabs widget) in website could not work either. is it possible for you to provide a suggestion or solution? thank you very much.

Comments are closed.