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Overview

The Widget Configuration settings control what your chat widget displays and how it behaves when visitors interact with it. This includes the welcome message, header title, suggested questions, and the chat bubble’s position and icon.
Widget configuration works alongside Styling settings. Use styling to control appearance (colors, themes) and widget configuration to control content and behavior.

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Accessing Widget Settings

  1. Navigate to your agent in the dashboard
  2. Click on Deploy in the sidebar
  3. Select Chat Widget to access the configuration options
The widget settings are organized across two main areas:
  • Styling tab - Visual appearance (covered in Styling documentation)
  • Content tab - Messages, prompts, and text content (covered here)

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Chat Bubble Position

The chat bubble is the floating button visitors click to open your chat widget. You can position it on either side of the screen.

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Position Options

PositionDescription
RightBubble appears in the bottom-right corner (default)
LeftBubble appears in the bottom-left corner

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Choosing a Position

Consider these factors when selecting bubble position:
If your website has important content or navigation on one side, place the bubble on the opposite side to avoid obstruction.
If you have other chat tools or support widgets, position your bubble away from them to avoid confusion.
Avoid placing the bubble near other floating elements like scroll-to-top buttons or promotional banners.
Test both positions on mobile devices. The bottom-right is conventional, but left positioning may work better for some mobile layouts.
To change the position:
  1. Navigate to the Styling tab in Chat Widget settings
  2. Scroll to the Chat Bubble section
  3. Select either Left or Right position
  4. Preview the change in the live preview panel
  5. Click Save Changes

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Custom Chat Icon

Replace the default chat bubble icon with your own custom image to match your brand.

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Enabling Custom Icon

  1. Navigate to the Styling tab
  2. Find the Chat Bubble section
  3. Toggle Chat Icon to enable custom icon upload
  4. Click Upload to select an image from your device

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Icon Requirements

RequirementSpecification
FormatsPNG, JPG, SVG
Recommended size48x48 pixels or larger
Aspect ratioSquare (1:1) recommended
File sizeKeep under 100KB for fast loading
When you disable the custom icon toggle, the widget reverts to the default chat icon. Your uploaded image is preserved and will reappear if you re-enable the toggle.

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Icon Best Practices

  • Use a simple, recognizable icon that works at small sizes
  • Ensure the icon has good contrast against the bubble background color
  • Test your icon on both light and dark website backgrounds
  • Consider using your logo or a custom chat-related icon

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Header Title

The header title appears at the top of the chat widget when it’s open. It helps visitors understand who or what they’re chatting with.

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Setting the Header Title

  1. Navigate to the Content tab in Chat Widget settings
  2. Find the Header Title field
  3. Enter your desired title (e.g., “Chat with Support”, “Ask Our Assistant”)
  4. Save your changes

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Header Title Examples

Use CaseExample Title
Customer support”Support Chat”
Sales assistant”Talk to Sales”
General help”How can we help?”
Brand-focused”Chat with [Brand Name]“
Product-specific”[Product] Assistant”
If no header title is set, the widget will display a default title. Setting a custom title creates a more personalized experience for visitors.

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Welcome Message

The welcome message is the first thing visitors see when they open the chat widget. It sets the tone for the conversation and helps visitors understand how to get started.

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Configuring the Welcome Message

  1. Navigate to the Content tab
  2. Find the Welcome Message field
  3. Enter your message in the text area
  4. Preview how it appears in the live preview
  5. Save your changes

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Writing Effective Welcome Messages

Be friendly

Use a warm, approachable tone that makes visitors feel comfortable asking questions.

Be clear

Let visitors know what kind of help they can expect and what topics the agent can assist with.

Be brief

Keep the message concise. Long welcome messages can be overwhelming and may get skipped.

Be actionable

Encourage visitors to ask their first question or guide them toward common topics.

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Welcome Message Examples

Customer Support: 
Hi there! I'm here to help you with any questions about your account, orders, or our products. What can I assist you with today?
Sales Assistant: 
Welcome! I can help you find the right solution for your needs. Feel free to ask about pricing, features, or request a demo.
Documentation Helper: 
Hello! I can help you navigate our documentation and answer technical questions. What would you like to know?

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Suggested Messages

Suggested messages (also called quick replies or starter prompts) appear as clickable buttons that visitors can use to quickly start a conversation. They reduce friction and help visitors who may not know what to ask.

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Adding Suggested Messages

  1. Navigate to the Content tab
  2. Find the Suggested Messages section
  3. Click Add to create a new suggested message
  4. Enter the message text
  5. Repeat for additional messages
  6. Drag to reorder if needed
  7. Save your changes

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Managing Suggested Messages

ActionHow To
AddClick the Add button and enter your message
EditClick on an existing message to modify the text
RemoveClick the X button next to a message to delete it
ReorderDrag and drop messages to change their display order

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Best Practices for Suggested Messages

1

Limit the number

Use 2-4 suggested messages. Too many options can overwhelm visitors and have the opposite effect of what you intend.
2

Cover common topics

Choose messages that address your most frequently asked questions or common visitor needs.
3

Keep them short

Suggested messages should be brief and scannable - ideally under 50 characters.
4

Make them actionable

Phrase messages as questions or requests that the agent can respond to directly.

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Suggested Message Examples

E-commerce:
  • “What are your shipping options?”
  • “How do I return an item?”
  • “Track my order”
  • “Talk to a human”
SaaS Product:
  • “What features are included?”
  • “How does pricing work?”
  • “See a demo”
  • “Get help with my account”
Support Portal:
  • “Reset my password”
  • “Billing questions”
  • “Technical support”
  • “Feature request”

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Configuration Reference

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Default Values

SettingDefault Value
Chat Bubble PositionRight
Custom IconDisabled
Header TitleNot set (uses default)
Welcome MessageNot set (uses default)
Suggested MessagesEmpty

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Character Limits

FieldRecommended Limit
Header Title30 characters
Welcome Message200 characters
Suggested Message50 characters each
These are recommended limits for optimal display. Longer text may be truncated or cause layout issues on smaller screens.

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Preview and Testing

Always preview your widget configuration changes before saving:
  1. Make your changes in the configuration panel
  2. Watch the live preview on the right side of the screen
  3. Test on both desktop and mobile views if available
  4. Click Save Changes when satisfied
Use the Playground to test how your agent responds to the suggested messages and verify the conversational flow works well with your configured welcome message.

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Next Steps

Styling & Appearance

Customize colors, themes, and visual appearance of your widget.

Localization

Configure language settings for international visitors.

Deploy Your Widget

Get the embed code and add your configured widget to your website.

Conversations

Monitor chat conversations and visitor interactions.