How do I enable WhatsApp support on my checkout page?

The WhatsApp support feature on the payment page allows you to make a direct customer service channel available to buyers during checkout. When activating this feature on Hotmart, a WhatsApp button will be displayed if the customer encounters any failure during the transaction or needs assistance to complete the purchase.

In this article, you will understand how to locate this setting on the platform, the correct way to fill in the contact details to avoid display errors, and how this tool works in your buyer's journey.

How can I access the WhatsApp support settings?

You can navigate to the WhatsApp support settings screen via two main paths within the platform. Choose the option you prefer according to your navigation flow.

> Access via the main Tools menu:

1. Log in to your Hotmart account: https://app.hotmart.com/ 
2. Click Tools in the left side menu and select View all. 
3. On the tools catalog screen, click the Payment settings option. Next, select which product you wish to configure before moving to the edit screen.

> Access via the product dashboard:

1. Log in to your Hotmart account: https://app.hotmart.com/ 
2. In the left side menu, navigate to Products and click My Products. 
3. In the list displayed, click the desired product to open the management dashboard. 
4. Inside the product menu, select Tools and then click Payment settings.

How do I fill in the details and activate the support button?

After accessing your product's Payment settings screen, locate the block named Chat via WhatsApp for payment help. To activate the feature, toggle the Enable support via WhatsApp switch to the on position.

In the Customer support message field, enter a short text that will be presented to the buyer at checkout alongside the button (for example: There was a problem with your payment. Contact us on WhatsApp so we can help you).

In the WhatsApp number for customer support field, enter the phone number that will receive the messages. It is important to follow the exact formatting rule without special characters: enter the DDI (country code), DDD (area code), and phone number in a continuous sequence, without spaces, dashes, parentheses or the plus sign (+). For a number in Brazil, the format should be 55 + DDD + number (example: 5511999999999).

Once you finish filling in the fields, scroll to the bottom of the page and click Save to record your changes.

How is WhatsApp support presented to the buyer during purchase?

With the option enabled, support will work directly on the payment page. If the buyer tries to complete the order and the transaction is declined or unauthorized by the financial processor (for reasons such as incorrect data entry, insufficient funds, or card blocking), the platform will display an explanatory notice about the decline.

Directly associated with this notice, the WhatsApp support button will be prominently displayed. By clicking the option, the buyer will be redirected to a conversation in the WhatsApp app with the number previously registered in the system, allowing your support team to assist in changing the payment method or answering questions.

Frequently Asked Questions

❯ Does support on the payment page send automatic confirmation or abandoned cart messages?

No. This feature is limited to displaying a passive customer service button at checkout, actively triggered by the customer when facing a payment decline or clicking the help icon. 

To send automatic messages via WhatsApp, such as abandoned cart recovery messages, approved order confirmations, or sending access details, it is necessary to use dedicated automation tools, such as Hotmart Send, the Sales Agent solution, or Webhook integrations with external messaging platforms.

❯ Why is the WhatsApp button not being displayed on my product's checkout?

The absence of the button may be associated with three main factors: the phone number was entered without the country code (DDI) or with symbols/spaces; the change was not saved correctly on the payment settings page; or the checkout being used is external/customized via code and lacks integration with Hotmart's native support widget. Confirm that the number field meets the standard 5511999999999, save the page, and test using the official payment page generated by Hotmart.

❯ Can I answer contacts generated by this button through WhatsApp Web or WhatsApp Business?

Yes. The button on the payment page redirects the customer to a WhatsApp link (wa.me). You can receive and respond to these messages on any device or platform where the registered number is active, whether in the standard WhatsApp app, WhatsApp Business, or on computers via WhatsApp Web. 
If you use external customer service platforms with multiple agents linked to this number, the message originating from checkout will enter your usual support queue as normal.