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What is the WhatsApp chat button and how does it work?

Shivam Tiwari avatar
Written by Shivam Tiwari
Updated this week

What is the WhatsApp Chat Button and How Does It Work?

The WhatsApp Chat Button is a powerful communication tool designed to streamline customer engagement on your Shopify store. It allows you to add a sleek, interactive chat button that lets visitors start a WhatsApp conversation with your business instantly—right from any page on your storefront.

This feature is particularly useful for building trust with your audience, offering quick support, and driving conversions through real-time communication. By connecting directly with customers via WhatsApp, you make your store more approachable, responsive, and customer-friendly.

The WhatsApp Chat Button is fully customizable to match your brand’s look and feel. You can tailor its appearance—choosing its size, position, color scheme, and even the icon itself. You can also personalize the content that appears when customers interact with it, including welcome messages and default pre-filled texts in the chat window.

Whether you’re aiming to answer customer questions, provide post-purchase support, or simply make your team more accessible, the WhatsApp Chat Button gives you a direct line to your customers—via one of the world’s most widely used messaging apps.

Key Benefits of the WhatsApp Chat Button

  • Real-Time Customer Support
    ​     Instantly connect with shoppers to answer questions, resolve issues, or guide purchase decisions.
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  • Increased Conversions
    ​     Direct, instant communication helps reduce hesitation and cart abandonment—boosting sales.
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  • Builds Trust and Credibility
    ​     A visible WhatsApp contact option reassures customers that support is readily available.
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  • Personalized Customer Experience
    ​     Use default and welcome messages to create a warm, tailored interaction from the first click.
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  • Seamless Mobile Experience
    ​     Most customers already use WhatsApp on mobile, making it a frictionless support channel.
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  • Easy Customization
    ​     Match the chat button’s look and feel with your brand using flexible design options.
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  • Quick and Simple Setup
    ​     Activate and manage everything from the Kefi dashboard with no coding required.

How to Set Up the WhatsApp Chat Button

To get started, go to the Kefi WhatsApp Marketing dashboard and select the WhatsApp Chat Button feature.

The setup is divided into two main tabs: Content and Design.

1. Content Tab – Configure Functionality

  • Country & Phone Number
    ​     Select your country and enter the WhatsApp number you want to connect with.

  • Chat Button Display Options
    ​     Choose how and where the button appears on your site:

Button Type:

  • Button with Text and Icon – Displays both an icon (e.g., WhatsApp logo) and a custom text label like “Chat with us”.
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  • Button with Icon Only – Displays only the icon for a more minimal look.

Position on Page:

  • Left – Displays the button on the lower left corner.
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  • Right – Displays the button on the lower right corner.

You can also check a live preview on the right side under the Widget Preview section as you make changes.

This helps you visualize how the button will look on your storefront before publishing it.

  • Icon Selection
    ​     Use the default icon or upload a custom image (supported formats: .jpg, .png, .jpeg; max file size: 1MB).
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  • Default Message
    ​     Add a pre-filled message that appears in the WhatsApp chat when a customer clicks the button.

  • Welcome Message
    ​     Display a short greeting above the chat button on your storefront to encourage engagement.

2. Design Tab – Match Your Brand

  • Colors
    ​     Customize the look and feel of the chat elements:
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    • Icon Color
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    • Button Text Color
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    • Button Background Color
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    • Welcome Message Text & Background

  • Typography & Sizing
    ​     Fine-tune the appearance of:
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    • Icon (size)
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    • Button Text (size and style: bold, italic, regular)
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    • Welcome Message (size and style)

These settings allow you to align the chat button with your store’s branding for a consistent and professional look.

Once you're satisfied with the settings, click on the “Save” button to apply all your changes and activate the chat button on your storefront.

Now click on the “Activate” button to publish the WhatsApp Chat Button live on your store.

Need Help?

If you have any questions or need assistance, feel free to contact us:

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