Set up ReachMe, step by step

Everything you need to get the buttons live and make them yours.

Getting started

ReachMe is live on your store after three steps. The app's Home page shows a setup guide that ticks each step off for you.

  1. Install ReachMe from the Shopify App Store and open it from Apps in your Shopify admin.
  2. Turn on the app embed in your theme (see the next guide).
  3. Add your number: go to Buttons, enter your phone and WhatsApp number, and click Save.
Tip: when you change a setting, a bar appears at the top of the page with Save and Discard. Your changes go live as soon as you save.

Turn on the app embed

The buttons appear on your store through a theme app embed, so you never edit theme code.

  1. In ReachMe, open Home and click Open theme editor. (Or go to Online Store › Themes › Customize.)
  2. In the theme editor, click the App embeds icon in the left sidebar.
  3. Switch on ReachMe and click Save.
  4. Back in ReachMe, click Check again. The step turns to Done.
Changing themes? App embeds are switched on per theme. After publishing a new theme, turn the embed on again.

Buttons

Open Buttons in the app to set up the call and WhatsApp buttons. The preview on the right shows what shoppers will see.

Phone and WhatsApp numbers

  • Phone number: include the country code, for example +94 77 123 4567.
  • WhatsApp number: digits only with the country code, no plus sign or spaces, for example 94771234567.

Pre-filled message

Text typed into WhatsApp for the shopper. Use placeholders to add context automatically: {page_title}, {page_url} and {shop_name}. For example: Hi! I have a question about {page_title}.

Look and position

  • Free: the call button sits bottom-left and the WhatsApp button bottom-right, in medium size, with 4 preset colors and the default text.
  • Pro: any color, custom text, three sizes, animations, a notification badge, any corner and spacing, or Set position manually to place a button anywhere. You can also drag it in the preview.

Chat popup Pro

With the chat popup on, the WhatsApp button opens a popup first, with a welcome message and your team.

  1. Open Chat popup and switch on Open a chat popup when the WhatsApp button is tapped.
  2. Write a title, subtitle, welcome message and your usual reply time.
  3. Under Team members, click Add team member. Add a name, role and WhatsApp number, and upload a photo (JPG, PNG, WebP or GIF up to 5 MB). Without a photo, initials are shown.
  4. Click Save.
Only show people who have agreed to appear on your store. Without team members, the popup shows one Start chat button for your main WhatsApp number.

Help center Pro

The help center adds a Help tab to the chat popup with your FAQs, grouped by topic.

  1. Open Help center and click Add category, for example "Shipping and delivery".
  2. Add questions and answers. Up to 8 categories, with 10 questions each.
  3. Click Save. The preview opens on the Help tab so you can check it.

Formatting answers

  • **bold** makes text bold.
  • Start a line with - for a bullet point.
  • Leave an empty line between paragraphs.

Where and when to show

Open Settings in the app.

  • Devices: show the buttons on mobile, desktop or both (all plans).
  • Pages Pro: untick Show on every page and choose pages such as product pages, collections or the cart.
  • Timing Pro: show the buttons after a number of seconds.

Google Analytics Pro

In Settings, tick Send click events to Google Analytics. Each tap sends a contact_button_click event with the button type (call or whatsapp) through gtag or Google Tag Manager. Google Analytics must already be set up on your store.

Plans and billing

  • Open Plans in the app to see your plan and compare Free and Pro.
  • Click Upgrade to Pro or Manage plan. Shopify shows its plan page, and charges appear on your Shopify invoice.
  • If you go back to Free, your Pro settings are kept and come back when you upgrade again.

Troubleshooting

The buttons don't show on my store

  1. Check that the app embed is on: Home or Settings in the app shows its status.
  2. Check that Show buttons on my store is on and a number is saved in Buttons.
  3. In Settings, check the device, page and timing rules.
  4. Refresh your store. If it's password protected, enter the password first.

The chat popup doesn't open

The popup is a Pro feature. Check your plan in Plans, and that the popup is switched on in Chat popup.

WhatsApp opens the wrong chat

Check the number format: digits only, with the country code and no leading zero, for example 94771234567.

Still stuck?

Contact us. We're happy to help.