{"id":6815,"date":"2025-09-09T16:39:45","date_gmt":"2025-09-09T11:09:45","guid":{"rendered":"https:\/\/holithemes.com\/plugins\/click-to-chat\/?page_id=6815"},"modified":"2026-02-12T11:31:19","modified_gmt":"2026-02-12T06:01:19","slug":"faq","status":"publish","type":"page","link":"https:\/\/holithemes.com\/plugins\/click-to-chat\/faq\/","title":{"rendered":"FAQ"},"content":{"rendered":"\n
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Frequently Asked Questions<\/h2>\n \n

Access quick, reliable answers to common Click to Chat questions. Need further help? Contact our support team.<\/p>\n <\/div>\n\n

\n \n \n \n <\/svg>\n
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Debug & Troubleshoot<\/h3>\n\n
\n
Changes not showing? Clear cache<\/div>\n
\n Most display issues are cache-related. Clear cache in:
\n \u2022 Plugin cache (e.g., LiteSpeed, WP Rocket)
\n \u2022 CDN cache (e.g., Cloudflare, etc.)
\n \u2022 Server cache (if enabled)
\n \u2022 Your browser cache
\n How to clear cache<\/a>\n <\/div>\n <\/div>\n\n
\n
Chat widget not showing<\/div>\n
\n Check these first:
\n \u2022 Plugin is activated
\n \u2022 Display settings allow it on this page\/device
\n \u2022 No custom CSS\/JS is hiding it
\n \u2022 Cache is cleared (plugin\/CDN\/server\/browser)\n <\/div>\n <\/div>\n\n
\n
Settings saved but not reflected<\/div>\n
\n Clear all caches (plugin, CDN, server, browser). If you use a multilingual plugin, also update the translated strings for the fields you changed.\n <\/div>\n <\/div>\n\n
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No WhatsApp number found<\/div>\n
Add your number in Click to Chat \u2192 Settings and include the country code, then save.<\/strong>
\n If you still see the message, clear plugin\/CDN\/server\/browser caches.\n <\/div>\n <\/div>\n\n \n\n\n
\n
WhatsApp number didn\u2019t update<\/div>\n
\n \u2022 Clear all caches (plugin\/CDN\/server\/browser).
\n \u2022 Using WPML\/Polylang? Update the number in String Translation for each language; translations can override the admin value.\n <\/div>\n <\/div>\n
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The WhatsApp widget is not showing on mobile devices.<\/div>\n
\n 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.<\/br>\n – If the widget is still not visible, it may be due to cached pages while logged out on mobile.<\/br>Clear all caches\u2014plugin, CDN and server-side.\n <\/div>\n<\/div>\n\n \n
\n

Setup<\/h3>\n
\n
How to install the Click to Chat plugin?<\/div>\n
From WordPress Dashboard under Plugins \u2192 Add New, search for \u201cClick to Chat\u201d, then install and activate.<\/div>\n <\/div>\n
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How to install the Click to Chat Pro version?<\/div>\n
\n Download the Pro ZIP from your account after purchase. Navigate to Plugins \u2192 Add New \u2192 Upload Plugin \u2192 select zip \u2192 Install \u2192 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).\n
\n \n Click to Chat Pro Plugin Installation\n <\/a>\n
\n \n HoliThemes Shop\n <\/a>\n <\/div>\n <\/div>\n
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Do I need to uninstall the free version before activating the Pro?<\/div>\n
No. The Pro version works as an add-on to the free plugin. Install and activate Pro alongside the free version\u2014your existing settings stay intact.<\/div>\n <\/div>\n
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How do I enter my license key after installing Pro?<\/div>\n
\n After activating the Pro version, go to the Shop page where you purchased. Click \u201cView Licenses\u201d next to the product, then the key icon or \u201cManage Sites\u201d to find your license key. In your WordPress dashboard, open the plugin settings, enter the key under \u201cLicense Key\u201d, and Save Changes to activate Pro features.\n

\n \n How to get Click to Chat License Key\n <\/a>\n <\/div>\n <\/div>\n\n
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The widget isn\u2019t showing after install<\/div>\n
\n \u2022 Clear site and CDN caches.<\/br>\n \u2022 Check Display settings (page\/post).<\/br>\n \u2022 Confirm device visibility (mobile\/desktop) and any time\/scroll delays.<\/br>\n <\/div>\n <\/div>\n
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Do I need a WhatsApp Business account?<\/div>\n
The plugin works with both regular WhatsApp and WhatsApp Business accounts<\/div>\n <\/div>\n <\/div>\n\n
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Display Settings<\/h3>\n
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Show the chat widget on specific pages<\/div>\n
\n Yes. In Display settings, you can include or exclude specific pages, posts, categories, or custom post types using page-level targeting.\n
\n \n Show only on selected pages\n <\/a>\n <\/div>\n <\/div>\n\n
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Delay when the widget appears<\/div>\n
\n In Display Settings, use Time and Scroll Delay. Set a number of seconds or a scroll percentage before the widget appears.\n
\n \n Time and Scroll Delay\n <\/a>\n <\/div>\n <\/div>\n\n \n\n
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Show or hide by device type<\/div>\n
\n Use the visibility toggles in Display settings to control mobile and desktop separately. Helpful if you want it on mobile only (or desktop only).\n
\n \n Show\/Hide on Mobile or Desktop\n <\/a>\n <\/div>\n <\/div>\n\n
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Show or hide on specific posts\/categories<\/div>\n
\n 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.\n
\n \n Show\/Hide Widget by Post ID or Category \n <\/a>\n <\/div>\n <\/div>\n\n <\/div>\n\n
\n \n

Greeting Dialog<\/h3>\n
\n
Set up the greeting dialog<\/div>\n
Go to Click to Chat \u2192 Greetings and enable the greeting dialog. Customize the content, appearance, and colors to match your brand.<\/div>\n <\/div>\n
\n
Add a form before chat<\/div>\n
In Greetings, enable the Greeting Form. Add fields like name, email, date, checkbox, and more. This form appears before the WhatsApp chat starts.\n
\n \n Greeting Form Setup\n <\/a>\n <\/div>\n <\/div>\n
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Use form data in the prefilled message<\/div>\n
\n Yes. You can pass form inputs into the WhatsApp prefilled message, or send the data to your CRM via Webhooks.\n
\n \n Form Data in Prefilled WhatsApp Message\n <\/a>\n <\/div>\n <\/div>\n\n
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Send greeting form data to Webhooks<\/div>\n
\n 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. \n
\n Webhook Setup<\/a>\n <\/div>\n <\/div>\n\n
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What if I don\u2019t enable greetings?<\/div>\n
Only the WhatsApp icon or widget appears, and chat starts immediately without a dialog or form.<\/div>\n <\/div>\n
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Control greeting dialog behavior<\/div>\n
\n Choose a mode in Greetings:<\/br> Open<\/strong> shows the dialog automatically<\/br> Closed<\/strong> shows it after clicking the WhatsApp button<\/br> Preset<\/strong> opens on desktop, stays closed on mobile.\n
\n Greetings behavior<\/a>\n <\/div>\n <\/div>\n
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Customize the greeting dialog<\/div>\n
\n Yes, you can fully customize the greeting dialog\u2019s appearance\u2014colors, fonts, layout\u2014to match your site\u2019s design.\n
\n <\/div>\n <\/div>\n\n <\/div>\n\n
\n \n

Styling & Appearance<\/h3>\n
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Customize the widget\u2019s appearance<\/div>\n
\n Select a style and open Customize. Adjust colors, size, shape, and visibility to fit your brand.\n
\n Customize styles<\/a>\n <\/div>\n <\/div>\n\n
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How to change the widget’s position on the screen?<\/div>\n
\n Under Click to Chat \u2192 Style \u2192 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.\n
\n Position to place<\/a>\n <\/div>\n <\/div>\n\n
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Use a custom icon instead of the default<\/div>\n
\n Yes. Select Style 99 to upload any image as the widget icon\u2014ideal for custom branding.\n
\n Style 99<\/a>\n <\/div>\n <\/div>\n\n
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Change the Click to Chat widget color<\/div>\n
Go to Click to Chat \u2192 Customize to set background, icon, and text colors that match your branding.<\/div>\n <\/div>\n
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Display a notification badge on the widget<\/div>\n
\n Yes. Under Click to Chat \u2192 Other Settings, enable Notification Badge. Add a custom number (like 1, 3, etc.) and set its background and text colors.\n
\n Notification Badge<\/a>\n <\/div>\n <\/div>\n\n
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Is animation available for the chat widget icon?<\/div>\n
\n Yes. Under Click to Chat \u2192 Other Settings, enable animations like bounce or shake to grab attention.\n
\n Animations<\/a>\n <\/div>\n <\/div>\n
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How to change Font family?<\/div>\n
\n To change the font family of the plugin content on your site, you can use custom CSS. This allows you to style the plugin\u2019s text according to your design preferences. Navigate to Click to Chat -> Other Settings and add the CSS in the Custom CSS section.\n Change Font Family<\/a>\n <\/div>\n\n <\/div>\n\n
\n \n

Widget Behavior<\/h3>\n
\n
Hide the Click to Chat widget when you\u2019re offline<\/div>\n
\n Go to Click to Chat \u2192 Business Hours (Pro). After setting your Working hours, enable \u201cHide when offline\u201d. The widget hides automatically outside your hours.\n
\n Business Hours \u2013 Hide When Offline<\/a>\n <\/div>\n <\/div>\n\n
\n
Different WhatsApp number and call-to-action when offline?<\/div>\n
In Business Hours (Pro), uncheck \u201cHide when offline\u201d. You\u2019ll see options to set an offline WhatsApp number and a different call-to-action for when your team is offline.<\/div>\n <\/div>\n
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Why the Click to Chat widget not showing or hiding based on Business Hours?<\/div>\n
This usually happens when Business Hours isn\u2019t enabled or is misconfigured. Ensure \u201cEnable Business Hours\u201d is checked under Click to Chat \u2192 Business Hours. Confirm your hours match your availability and the site\/server timezone. If it\u2019s still not working, clear caches and optimization plugins.<\/div>\n <\/div>\n
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Available URL options to open WhatsApp?<\/div>\n
\n You can choose between wa.me, web.whatsapp.com, or a custom URL. Each opens WhatsApp differently\u2014mobile, desktop, or a link you control.\n
\n URL structure <\/a>\n <\/div>\n <\/div>\n \n\n <\/div>\n\n
\n \n

Integrations & Analytics<\/h3>\n
\n
Is Click to Chat compatible with WPML or Polylang?<\/div>\n
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.\n
\n WPML<\/a>\n Polylang<\/a>\n <\/div>\n <\/div>\n\n
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Can I customize the WhatsApp number, Pre-filled message, and Call to Action for each language?<\/div>\n
\n Yes, multilingual plugins let you translate each field (number, message, call-to-action text) per language.\n <\/div>\n <\/div>\n\n
\n
Why does the WhatsApp number change with WPML\/Polylang?<\/div>\n
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\u2019t show.\n <\/div>\n <\/div>\n
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Works with any theme or builder?<\/div>\n
Yes. Click to Chat works with major builders (Elementor, Divi, Beaver Builder, and more) and all WordPress themes\u2014no special setup needed.\n <\/div>\n <\/div>\n
\n
Track WhatsApp clicks and conversions<\/div>\n \n
Track clicks with Google Analytics or GTM, measure conversions with Facebook Pixel, \n and use webhooks to send data to tools like CRM or Google Sheets.\n <\/br>\n Analytics<\/a>\n <\/div>\n <\/div>\n
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How to add a webhook in the Click to Chat plugin?<\/div>\n
\n Go to Click to Chat \u2192 Other settings \u2192 Webhooks and enter your endpoint URL. \n The plugin can send data to your webhook from:\n

\n Widget Clicks<\/a> \u2013 Add the webhook URL in the Webhooks section to capture click events.
\n Form Submissions<\/a> \u2013 If you are using the Greeting Form, add the webhook URL in the form settings to capture form data.\n <\/div>\n <\/div>\n
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Why is the webhook not triggering when a new chat starts?<\/div>\n
Ensure the webhook URL is correct and publicly accessible. Also, confirm that the trigger event is enabled in the plugin settings.\n <\/div>\n <\/div>\n\n
\n \n

Cache & Performance<\/h3>\n
\n
Plugin changes not showing?<\/div>\n
Usually cache. Clear plugin cache (WP Rocket, LiteSpeed) and purge your CDN (e.g., Cloudflare) to remove old versions.\n
\n Clear Cache<\/a>\n <\/div>\n <\/div>\n
\n
How to clear cache in cache plugins?<\/div>\n
\n To ensure your changes appear immediately, clear the cache in your caching plugin.
\n In WP Rocket<\/strong>, go to Dashboard \u2192 Clear Cache.
\n In LiteSpeed Cache<\/strong>, go to LiteSpeed Cache \u2192 Toolbox \u2192 Purge \u2192 Purge All.\n <\/div>\n <\/div>\n \n
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Why is my CDN affecting the widget’s behavior?<\/div>\n
CDNs serve cached versions of your site. Purge the CDN after changing plugin settings so updates appear.\n <\/div>\n <\/div>\n <\/div>\n\n
\n \n

Features<\/h3>\n
\n
Different WhatsApp numbers per visit?<\/div>\n
\n Yes. Enable Random Number to load a different number on each visit, or Sequence to rotate numbers in order.\n
\n Random number setup<\/a>\n <\/div>\n <\/div>\n
\n
Show a form before starting chat<\/div>\n
\n Available in Pro. Collect details like name, email, message, date, checkbox, or dropdown before redirecting to WhatsApp.\n
\n Greetings Form<\/a>\n <\/div>\n <\/div>\n\n
\n
Display the widget only for logged-in users<\/div>\n
\n Yes. Control visibility by login status in Display settings. Show or hide for logged-in or logged-out users.\n
\n User login visibility<\/a>\n <\/div>\n <\/div>\n\n
\n
Target by country or language<\/div>\n
\n Yes. Use Display settings to show\/hide by country. With WPML\/Polylang, set different numbers per language or region.\n <\/div>\n <\/div>\n <\/div>\n\n
\n \n

PRO<\/h3>\n
\n
Activate Click to Chat Pro<\/div>\n
After purchase, go to Shop \u2192 View Licenses. Click the key icon or \u201cManage Sites\u201d to copy your key. In your site\u2019s plugin settings, paste the key in Software License and click Activate.\n
\n Activating License Key<\/a>\n <\/div>\n <\/div>\n
\n
Pro updates<\/div>\n
With an active license, you\u2019ll receive updates in your WordPress dashboard like any plugin. Keep your license active for seamless updates.\n
\n Updating Click to Chat Pro<\/a>\n <\/div>\n <\/div>\n
\n
Use Pro on multiple sites<\/div>\n
Yes, if your plan supports multiple sites. Manage activations and deactivations in \u201cManage Sites\u201d on your license page.\n <\/div>\n <\/div>\n \n
\n
Download your invoice<\/div>\n
Sign in to your shop account \u2192 Purchase History \u2192 \u201cView Invoice\u201d. Update address details if needed, then download the invoice.\n <\/div>\n <\/div> \n
\n
Refund policy<\/div>\n
Yes, we offer a 14-day money-back guarantee if the plugin doesn’t meet your needs.\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/section>\n

\n If you still have questions or need any support, please contact us<\/a>.\n <\/p>\n<\/div>\n\n\n\n\n\n","protected":false},"excerpt":{"rendered":"

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: \u2022 Plugin cache (e.g., LiteSpeed, WP Rocket) \u2022 CDN cache (e.g., Cloudflare, etc.) \u2022 Server cache (if enabled) \u2022 […]<\/p>\n","protected":false},"author":9,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"site-sidebar-layout":"no-sidebar","site-content-layout":"","ast-site-content-layout":"full-width-container","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"disabled","ast-banner-title-visibility":"disabled","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"disabled","ast-disable-related-posts":"","theme-transparent-header-meta":"","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"set","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"footnotes":"","_htd2_assets":{"css":["faq_20250909_111139.css"],"js":["faq_20250909_111139.js"],"callbacks":["dequeue_astra"],"js_attr":{"faq_20250909_111139.js":{"attr":"","footer":"1"}}}},"class_list":["post-6815","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/holithemes.com\/plugins\/click-to-chat\/wp-json\/wp\/v2\/pages\/6815","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/holithemes.com\/plugins\/click-to-chat\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/holithemes.com\/plugins\/click-to-chat\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/holithemes.com\/plugins\/click-to-chat\/wp-json\/wp\/v2\/users\/9"}],"replies":[{"embeddable":true,"href":"https:\/\/holithemes.com\/plugins\/click-to-chat\/wp-json\/wp\/v2\/comments?post=6815"}],"version-history":[{"count":6,"href":"https:\/\/holithemes.com\/plugins\/click-to-chat\/wp-json\/wp\/v2\/pages\/6815\/revisions"}],"predecessor-version":[{"id":7279,"href":"https:\/\/holithemes.com\/plugins\/click-to-chat\/wp-json\/wp\/v2\/pages\/6815\/revisions\/7279"}],"wp:attachment":[{"href":"https:\/\/holithemes.com\/plugins\/click-to-chat\/wp-json\/wp\/v2\/media?parent=6815"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}