Support

Help with the WhatsApp Button

Questions or issues? Email contact@bklug.ai and we will get back to you. Common questions are below.

How do I install it?: Add the app from the Shopify App Store, then open your theme editor. The WhatsApp Button becomes available under App embeds. Toggle it on and configure it there.
How do I set my number and prefilled message?: In the app embed settings, set your WhatsApp number with the country code and the first message shoppers send when they tap the button, for example "Hi, I came from your website and need help with my order."
Can I add more than one number?: Yes, up to 5. Each contact has a name (such as "Customer Support"), a WhatsApp number, a short card label (such as "Help with an order"), and its own prefilled message. With one contact the button opens WhatsApp directly. With several, it opens a popup where the shopper chooses who to message.
Can I change how the button looks?: Yes. Show it as icon only, icon plus the WhatsApp word, or icon plus your own custom text (such as "Need help?" or "Chat with us"), change the button and text colors, place it bottom left or bottom right, and adjust its size and spacing from the screen edges. There is also a "use default visual style" option if you would rather keep the default look instead of setting your own colors.
Can I show it only on desktop or only on mobile?: Yes. Desktop and mobile each have their own show or hide toggle, so you can run the button on one and not the other.
Can I customize the popup?: Yes. When you have multiple contacts, you can edit the popup title and subtitle (with a separate subtitle for mobile), and its background, text, secondary text, accent, hover, and border colors. Each contact appears as a compact card with a WhatsApp button. There is also a "keep popup open" option so it stays open while you style it in the theme editor.
What is the inactivity auto-open?: An optional trigger. When enabled, the contact popup opens on its own if a shopper has not interacted with the page for a set time (20 seconds by default). The timer resets when they scroll, click, move the mouse, touch the screen, or use the keyboard, and it runs only once per page view.
Can I set business hours?: Yes. Turn on business hours and choose the days (every day, Monday to Friday, or Saturday and Sunday), the opening and closing time in 24-hour format, and an optional timezone (such as America/Sao_Paulo). If you leave the timezone blank, your store's local time is used. You can also show an availability note: one message during business hours and another outside them, each with a shorter version for mobile.
Will it slow down my store?: No. The button is a small amount of CSS and JavaScript that loads on the shopper's device. There is no call back to our servers when a page loads.
Does it collect my customers' data?: No. The button opens WhatsApp directly on the shopper's device. It sets no cookies and sends no visitor data to bKlug. See the privacy policy for details.
How do I remove it?: Turn the app embed off in the theme editor, or uninstall the app from your Shopify admin. The button disappears from your storefront right away.

Still stuck? Email us and we will help.contact@bklug.ai