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Frequently Asked Questions

Access quick, reliable answers to common Click to Chat questions. Need further help? Contact our support team.

Debug & Troubleshoot

Changes not showing? Clear cache
Most display issues are cache-related. Clear cache in:
• Plugin cache (e.g., LiteSpeed, WP Rocket)
• CDN cache (e.g., Cloudflare, etc.)
• Server cache (if enabled)
• Your browser cache
How to clear cache
Chat widget not showing
Check these first:
• Plugin is activated
• Display settings allow it on this page/device
• No custom CSS/JS is hiding it
• Cache is cleared (plugin/CDN/server/browser)
Settings saved but not reflected
Clear all caches (plugin, CDN, server, browser). If you use a multilingual plugin, also update the translated strings for the fields you changed.
No WhatsApp number found
Add your number in Click to Chat → Settings and include the country code, then save.
If you still see the message, clear plugin/CDN/server/browser caches.
WhatsApp number didn’t update
• Clear all caches (plugin/CDN/server/browser).
• Using WPML/Polylang? Update the number in String Translation for each language; translations can override the admin value.
The WhatsApp widget is not showing on mobile devices.
Check the Display settings to ensure the widget is enabled for mobile devices. Also, verify that no custom CSS or JavaScript is hiding it on mobile.
– If the widget is still not visible, it may be due to cached pages while logged out on mobile.
Clear all caches—plugin, CDN and server-side.

Setup

How to install the Click to Chat plugin?
From WordPress Dashboard under Plugins → Add New, search for “Click to Chat”, then install and activate.
How to install the Click to Chat Pro version?
Download the Pro ZIP from your account after purchase. Navigate 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
HoliThemes Shop
Do I need to uninstall the free version before activating the Pro?
No. The Pro version works as an add-on to the free plugin. Install and activate Pro alongside the free version—your existing settings stay intact.
How do I enter my license key after installing Pro?
After activating the Pro version, go to the Shop page where you purchased. Click “View Licenses” next to the product, then the key icon or “Manage Sites” to find your license key. In your WordPress dashboard, open the plugin settings, enter the key under “License Key”, and Save Changes to activate Pro features.

How to get Click to Chat License Key
The widget isn’t showing after install
• Clear site and CDN caches.
• Check Display settings (page/post).
• Confirm device visibility (mobile/desktop) and any time/scroll delays.
Do I need a WhatsApp Business account?
The plugin works with both regular WhatsApp and WhatsApp Business accounts

Display Settings

Show the chat widget on specific pages
Yes. In Display settings, you can include or exclude specific pages, posts, categories, or custom post types using page-level targeting.
Show only on selected pages
Delay when the widget appears
In Display Settings, use Time and Scroll Delay. Set a number of seconds or a scroll percentage before the widget appears.
Time and Scroll Delay
Show or hide by device type
Use the visibility toggles in Display settings to control mobile and desktop separately. Helpful if you want it on mobile only (or desktop only).
Show/Hide on Mobile or Desktop
Show or hide on specific posts/categories
In Display settings, use Post ID and Category controls. Add the IDs or category names where you want to show or hide the widget; the rest of the site follows your default.
Show/Hide Widget by Post ID or Category

Greeting Dialog

Set up the greeting dialog
Go to Click to Chat → Greetings and enable the greeting dialog. Customize the content, appearance, and colors to match your brand.
Add a form before chat
In Greetings, enable the Greeting Form. Add fields like name, email, date, checkbox, and more. This form appears before the WhatsApp chat starts.
Greeting Form Setup
Use form data in the prefilled message
Yes. You can pass form inputs into the WhatsApp prefilled message, or send the data to your CRM via Webhooks.
Form Data in Prefilled WhatsApp Message
Send greeting form data to Webhooks
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 if I don’t enable greetings?
Only the WhatsApp icon or widget appears, and chat starts immediately without a dialog or form.
Control greeting dialog behavior
Choose a mode in Greetings:
Open shows the dialog automatically
Closed shows it after clicking the WhatsApp button
Preset opens on desktop, stays closed on mobile.
Greetings behavior
Customize the greeting dialog
Yes, you can fully customize the greeting dialog’s appearance—colors, fonts, layout—to match your site’s design.

Styling & Appearance

Customize the widget’s appearance
Select a style and open Customize. Adjust colors, size, shape, and visibility to fit your brand.
Customize styles
How to change the widget’s position on the screen?
Under Click to Chat → Style → Position, you can choose the position type (fixed/absolute) and placement (e.g., bottom-right, top-left) for full control of where the widget appears.
Position to place
Use a custom icon instead of the default
Yes. Select Style 99 to upload any image as the widget icon—ideal for custom branding.
Style 99
Change the Click to Chat widget color
Go to Click to Chat → Customize to set background, icon, and text colors that match your branding.
Display a notification badge on the widget
Yes. Under Click to Chat → Other Settings, enable Notification Badge. Add a custom number (like 1, 3, etc.) and set its background and text colors.
Notification Badge
Is animation available for the chat widget icon?
Yes. Under Click to Chat → Other Settings, enable animations like bounce or shake to grab attention.
Animations
How to change Font family?
To change the font family of the plugin content on your site, you can use custom CSS. This allows you to style the plugin’s text according to your design preferences. Navigate to Click to Chat -> Other Settings and add the CSS in the Custom CSS section. Change Font Family

Widget Behavior

Hide the Click to Chat widget when you’re offline
Go to Click to Chat → Business Hours (Pro). After setting your Working hours, enable “Hide when offline”. The widget hides automatically outside your hours.
Business Hours – Hide When Offline
Different WhatsApp number and call-to-action when offline?
In Business Hours (Pro), uncheck “Hide when offline”. You’ll see options to set an offline WhatsApp number and a different call-to-action for when your team is offline.
Why the Click to Chat widget not showing or hiding based on Business Hours?
This usually happens when Business Hours isn’t enabled or is misconfigured. Ensure “Enable Business Hours” is checked under Click to Chat → Business Hours. Confirm your hours match your availability and the site/server timezone. If it’s still not working, clear caches and optimization plugins.
Available URL options to open WhatsApp?
You can choose between wa.me, web.whatsapp.com, or a custom URL. Each opens WhatsApp differently—mobile, desktop, or a link you control.
URL structure

Integrations & Analytics

Is Click to Chat compatible with WPML or Polylang?
Yes, Click to Chat is fully compatible with WPML and Polylang. You can translate all plugin strings, including the WhatsApp number and prefilled messages, to match the selected language. This provides a consistent, localized experience across languages.
WPML Polylang
Can I customize the WhatsApp number, Pre-filled message, and Call to Action for each language?
Yes, multilingual plugins let you translate each field (number, message, call-to-action text) per language.
Why does the WhatsApp number change with WPML/Polylang?
With WPML or Polylang, the number is managed in the translation settings and can override the admin value. Update it in String Translation and clear translation cache if changes don’t show.
Works with any theme or builder?
Yes. Click to Chat works with major builders (Elementor, Divi, Beaver Builder, and more) and all WordPress themes—no special setup needed.
Track WhatsApp clicks and conversions
Track clicks with Google Analytics or GTM, measure conversions with Facebook Pixel, and use webhooks to send data to tools like CRM or Google Sheets.
Analytics
How to add a webhook in the Click to Chat plugin?
Go to Click to Chat → Other settings → Webhooks and enter your endpoint URL. The plugin can send data to your webhook from:

Widget Clicks – Add the webhook URL in the Webhooks section to capture click events.
Form Submissions – If you are using the Greeting Form, add the webhook URL in the form settings to capture form data.
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

Plugin changes not showing?
Usually cache. Clear plugin cache (WP Rocket, LiteSpeed) and purge your CDN (e.g., Cloudflare) to remove old versions.
Clear Cache
How to clear cache in cache plugins?
To ensure your changes appear immediately, clear the cache in your caching plugin.
In WP Rocket, go to Dashboard → Clear Cache.
In LiteSpeed Cache, go to LiteSpeed Cache → Toolbox → Purge → Purge All.
Why is my CDN affecting the widget’s behavior?
CDNs serve cached versions of your site. Purge the CDN after changing plugin settings so updates appear.

Features

Different WhatsApp numbers per visit?
Yes. Enable Random Number to load a different number on each visit, or Sequence to rotate numbers in order.
Random number setup
Show a form before starting chat
Available in Pro. Collect details like name, email, message, date, checkbox, or dropdown before redirecting to WhatsApp.
Greetings Form
Display the widget only for logged-in users
Yes. Control visibility by login status in Display settings. Show or hide for logged-in or logged-out users.
User login visibility
Target by country or language
Yes. Use Display settings to show/hide by country. With WPML/Polylang, set different numbers per language or region.

PRO

Activate Click to Chat Pro
After purchase, go to Shop → View Licenses. Click the key icon or “Manage Sites” to copy your key. In your site’s plugin settings, paste the key in Software License and click Activate.
Pro updates
With an active license, you’ll receive updates in your WordPress dashboard like any plugin. Keep your license active for seamless updates.
Use Pro on multiple sites
Yes, if your plan supports multiple sites. Manage activations and deactivations in “Manage Sites” on your license page.
Download your invoice
Sign in to your shop account → Purchase History → “View Invoice”. Update address details if needed, then download the invoice.
Refund policy
Yes, we offer a 14-day money-back guarantee if the plugin doesn’t meet your needs.

If you still have questions or need any support, please contact us.