Every aspect of the chat widget’s appearance and initial interaction can be customized. Customization settings are organized across three tabs in the widget editor: Style, Chat Window, and Messaging. Changes apply immediately to any installed instances of the widget once saved.
Go to Sites > Chat Widget, find the widget you want to customize, click the three-dot icon, and select Edit. The editor opens with three configuration tabs.
Style tab
The Style tab controls the visual appearance of the chat bubble and the first impression visitors see before they open the chat window.
Chat bubble and icon
Welcome and return visitor messages
Chat Window tab
The Chat Window tab controls the content and behavior of the chat window that opens when a visitor clicks the bubble.
Window content
Configure which fields the visitor is asked to fill in before sending a message. Each field can be set as required or optional:
- Name — visitor’s first or full name
- Email — visitor’s email address
- Phone — visitor’s phone number
- Custom fields — add fields for any additional data your team needs
For Live Chat widgets, the contact form appears before the live conversation begins to ensure you have a way to follow up even if the visitor disconnects.
Call-to-action redirects
Set a URL to redirect visitors to after they submit the form or end the chat. Common uses:
- Redirect to a thank-you page
- Redirect to a scheduling page for a follow-up call
- Redirect to a resource or product page relevant to the chat topic
Live Chat-specific settings
For Live Chat widgets, additional options appear:
HIPAA consent checkbox
Enable this setting to add an explicit consent checkbox to the widget form. The visitor must check the box before submitting their information. Required for businesses in regulated industries that handle protected health information.
Messaging tab
The Messaging tab controls the automated response messages that play at the start, during, and at the end of a chat session.
Saving changes
Click Save to apply all customization changes. The updated widget is live immediately on all pages where it is installed — there is no need to reinstall the code or make any changes to the pages.
A short, action-oriented welcome message typically outperforms a generic greeting. Instead of “How can we help you?”, try something specific to the page: “Looking for pricing info? We can help.” Tailored prompts increase click-through rates on the widget bubble.
