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

Go to Chat → Configurations.
Click Create configuration, or click Edit on an existing card.
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.
Under Workflow, choose the workflow that runs conversations for this widget.
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. Under Agents you can pick one of the full-colour robot agents (Neo, Lisa, Desi, Rik or Val).
- 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. Under Agents you can pick a robot agent's face instead of an icon, for example the same agent you use as the launcher.
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.
Optionally, under Email Conversation, set up transcript emails. See Email conversations.
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.
Click Create Configuration or Update Configuration. Click Cancel or Back to Configurations to leave without saving.

If a teammate saved the same configuration (or turned it on or off, or changed Settings → Branding for the default configuration) after you opened it, Update Configuration is not applied. You stay on the page with your edits and see: "This was changed by someone else since you opened it. Reload to see their changes; your edits are still here." Their changes are not overwritten. Note the edits you want to keep, click Reload to load the latest version (this replaces your unsaved edits), then make your changes again and click Update Configuration.

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. It keeps the original's text, colors, display and behavior settings, default workflow, agent, knowledge base and AI settings. Slack channel links, transcript email recipients and the user info webhook are not copied. The copy starts Inactive, so edit it and switch it on when it is ready.

Delete a configuration

Click Delete on the card.
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.
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.

An agent (under Agents) also replaces the round chat button, but keeps its own colours, so Character Color isn't shown for it.

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 an agent or 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.

Message retries and team takeover

When the network response for a message is lost, the widget sends the same message again using the same submission identity. A completed submission returns its saved reply without adding another visitor message or starting another AI turn. If a message the visitor just sent meets another message that is still being processed, the widget asks the visitor to wait before sending another message.

If the connection drops because the server is restarting, the widget keeps resending that same message for up to about two and a half minutes while the visitor sees the typing indicator. When the server is back, a message whose answer was already saved gets that answer. A message that was interrupted before anything was sent to the AI is answered again automatically, once, without a duplicate visitor message.

AI answers stream into the widget while they are being written: the visitor sees the reply grow word by word over the live connection, and the finished message (with any page links and source cards) replaces it as soon as the turn completes. If the live connection is unavailable, the finished answer still arrives the normal way.

When a team member takes over or closes a conversation while AI is answering, a late AI reply is suppressed. Idle reminders and automatic closure wait while an active chat answer or workflow return owns generation. If a request is interrupted after provider work may have started (a request was sent to the AI, AI usage was recorded, or a reply, booking, integration or workflow call was saved), it is not automatically generated again, and the conversation shows it under Interrupted replies on the Conversations page. Check the conversation before submitting the same action again, especially when an external tool may have performed an action. See View conversations.

Custom integrations may send an optional ClientMessageId GUID to POST /api/chat/message. Keep that identity, the complete message body, and any remembered-visitor header unchanged for transport retries. Reusing it with changed content, contact/profile fields, identity context, page snapshot, or timezone returns HTTP 409. A different overlapping submission returns HTTP 409 with Retry-After; retry it only after the active reply has finished. Older clients that omit the identity still receive ownership protection, but cannot replay a previous submission reliably.

Idempotent chat submission prevents another application turn from being started for the same accepted identity. External providers and tools have their own delivery guarantees; an interrupted external action cannot be guaranteed exactly once unless that provider supports idempotency.