Chat Widget

Chat Widget customizations

Chat Widget customizations control how your widget looks, where it sits on your site, and what visitors see and read around a chat. Create or edit a widget from Sites > Chat Widget — click New and choose SMS/Email Widget, Live Chat, or WhatsApp Chat — then open the Widget configuration area and work through the settings below. For the full setup workflow, see Getting started with the Chat Widget.

Chat Launcher

Add a launcher so visitors have a button that opens the chat window. You can add the launcher with or without a prompt message; the prompt message is optional text that appears beside the launcher to invite conversation.

Chat Icon Selection

Choose the chat icon that appears on the launcher.

Theme Customization

Select a predefined theme for a ready-made look, or customize the widget's colors and styling yourself.

First-Time & Returning Visitor Messages

Set separate messages for first-time visitors and returning visitors, and each group sees its own message when chat opens.

Avatar Images

Add avatar images for agents or support teams.

Widget Placement

Choose Sticky to float the widget in the bottom-left or bottom-right corner of your site, or Embedded to render it inline inside page content. Embedded placement is available for every supported chat type; embedded widgets open automatically, cannot be minimized, and hide floating-only controls.

Widget Dimensions

Set the widget to Auto to use default dimensions, or choose Custom to enter a width and height starting at 200px. Set to Default restores the recommended dimensions for the current placement.

  • Switching between Sticky and Embedded resets custom dimensions to the recommended defaults for the new placement. To build an embedded version, see Create an embedded chat widget.

  • When a custom value is missing or Auto is selected, the widget uses default dimensions.

Chat Window settings

Configure what visitors see when the chat window opens, plus the performance and compliance options.

  • Title — the title shown on the chat window.

  • Intro message — the message visitors see when chat opens.

  • Email enablement — let visitors reach you by email from the chat window.

  • CTA button — add a call-to-action button to the chat window.

  • Organization branding — display your organization's branding in the chat window.

  • Legal consent (HIPAA) — the consent option for HIPAA compliance.

  • Load on user interaction — under performance options, controls when the widget loads.

With Load on user interaction enabled, the widget loads after the visitor scrolls, clicks, or touches the page, or automatically after about eight seconds with no interaction. When it is disabled, the widget loads immediately. To control the notification sound for incoming messages, see Notification sound option in chat widgets.

Messaging settings

Set the support details, messages, and language visitors experience during chat.

  • Support contact details — the contact information visitors use to reach support.

  • Acknowledgement message — the message that acknowledges a visitor's message.

  • Greetings — the greeting visitors receive when chat starts.

  • Chat-widget language — the language the chat widget uses.

To collect visitor details before live chat starts or add custom fields to the chat widget's contact form, see Collect visitor details before live chat starts and Add custom fields to the Chat Widget contact form.

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