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Updated October 15, 2026

Configure your chat widget

Overview

A configuration is one chat widget. It sets what visitors see (title, welcome message, colours, logo, icons, position) and which workflow runs the conversation. You can have several configurations, for example a sales widget and a support widget, each with its own look and workflow.

You manage configurations from Chat → Configurations. Each configuration appears as a card showing its name, description, Active or Inactive status, its workflow, and its main colour.

Steps

Create or edit a configuration

  1. Go to Chat → Configurations.
  2. Click Create configuration, or click Edit on an existing card.
  3. Under Basic Information, fill in:
    • Name, which is for your team only, for example "Sales Widget".
    • Chat Title, shown in the chat header.
    • Description, which is optional.
    • Welcome Message, the first message visitors see.
    • Show Welcome Bubble. Tick it to also show the welcome message in a speech bubble next to the closed chat button, so visitors see it before they open the chat. See Characters and the welcome bubble.
    • Active. Turn it on to make the widget available.
    • Position: Bottom Right, Bottom Left, Top Right, or Top Left.
    • Display Mode: Floating (Corner Bubble) shows a chat button in a corner. Full Page (Centered) opens a large centred chat window.
  4. Under Workflow, choose the workflow that runs conversations for this widget.
  5. Under Appearance, set:
    • Primary Color, Secondary Color, Accent Color, and Text Color.
    • Logo, shown in the chat header. Paste an image URL or click Upload… to add a PNG, SVG, or JPG of up to 5 MB. Click Remove to clear it.
    • Launcher Icon, the icon inside the floating chat button. Under Characters you can instead pick a character (Robot, Ghost, Cat, Owl, Chat bubble or Alien) that replaces the round button. Characters wave and bob gently, unless the visitor has reduced motion turned on.
    • Character Color, shown only when a character is picked. It sets the character's body colour and starts as your Primary Color.
    • Bot Avatar Icon, which is optional. It's shown next to each bot message.
  6. Under Additional Settings, turn Show Typing Indicator and Sound Notifications on or off. Turn off Show Page Links in Answers if you don't want links to your website pages below AI answers (see Page links in answers). Documents marked Available for download still show their download link. Tick Remember Returning Visitors to let visitors save their contact details (with their consent) for later chats; see Remember returning visitors. Use Chat Disclosure to set the recording/AI notice visitors must accept before chatting; see Chat disclosure and visitor consent. Turn on Use Page Content for AI Answers to let AI explain or summarize the page a visitor is viewing. It is off by default for your widgets; enable it only on pages whose text you want shared with AI. See Page content in AI answers.
  7. Optionally, under Email Conversation, set up transcript emails. See Email conversations.
  8. Check the Live Preview on the right as you go. It runs the same chat widget your visitors get, with your changes applied before you save: colours, position, display mode, chat button, welcome bubble, title and welcome message. Click the chat button in the preview to open the chat. Messages you type there are not sent; to try a real conversation, save and use Chat test. With Sound Notifications on, the preview plays the notification chime when you turn it on.
  9. Click Create Configuration or Update Configuration. Click Cancel or Back to Configurations to leave without saving.

Not sure what a setting changes? Click the ? button next to it. You'll see a sample widget with the affected part highlighted.

Duplicate a configuration

Click Duplicate on a card. A copy named "original name (Copy)" is created. Edit the copy to make a variation without starting from scratch.

Delete a configuration

  1. Click Delete on the card.
  2. If the widget has conversations, you'll see how many conversations and messages will be removed. Deleting permanently removes the configuration, its conversations and messages, and any visitor details collected in them.
  3. Click Delete configuration (or Delete configuration and all conversations) to confirm.

Characters and the welcome bubble

A character is a friendly launcher in place of the round chat button. Click the Launcher Icon box, pick one under Characters, then choose its Character Color. The face and details stay the same, so pick a medium or bright colour; very dark colours hide the face.

With Show Welcome Bubble ticked, your Welcome Message appears in a speech bubble next to the chat button until the visitor starts a chat:

  • Clicking the bubble opens the chat.
  • Clicking its X hides it while the visitor keeps browsing your site in that tab. It comes back in a new tab or a later visit.
  • Once a visitor has started a chat, the bubble no longer shows for them, because the widget remembers their conversation. To check the bubble on your own site after chatting there, open it in a private or incognito window.
  • The bubble is outlined in the character's colour, or your Primary Color with a standard icon.
  • It uses the visitor's language, like the welcome message itself.

The Live Preview shows the bubble next to the closed chat button. After you save, Chat test shows it too; each time you click Initialize Widget the bubble comes back, even if you closed it before.

Visitor language and translated text

The widget speaks the language of the website it is installed on, and switches when a visitor writes in another language. Your Chat Title and Welcome Message are translated automatically the first time a language needs them. To set Default visitor language (used when the page doesn't declare a language) or review translations, save the configuration, select it in Insights → Widget generator and open the Translations panel. Pick a language in Translate to: to review or correct its wording. See Chat languages and translations.

Tips

  • The External User Info Webhook section is for sites that pass signed-in visitor details to the chat. It needs work from your web developer. Leave it blank if you don't need it.
  • To pause a widget without deleting it or its history, turn off Active.
  • Keep the welcome message short when Show Welcome Bubble is on, so the bubble doesn't cover your page.
  • Your logo, colours, and welcome text from Settings → Branding are applied to your default configuration.
  • After saving, try the widget on the Chat test page before you put it on your website.

AI follow-up forms

When a visitor requests or agrees to a demo or sales follow-up, an AI step can show an inline form for their missing Name and Work email, with Company (optional). Known details are reused. Visitors can continue asking product questions while the form is visible and after submitting it. Explicit escalation or callback flows may ask for a telephone number. A callback form provides details for a request; showing it does not mean a call has been submitted or scheduled.

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