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
| Setting | Description |
|---|
| Chat prompt | A short text label displayed next to or above the chat bubble (e.g., “Chat with us”, “Need help?”). This can be hidden if you prefer a minimal design. |
| Chat icon | The icon or image displayed inside the chat bubble. Choose from a default icon or upload a custom image — for example, your logo or an agent’s photo. |
| Widget color theme | The primary background color of the chat bubble and header. Match this to your brand’s primary color. |
| Avatar image | A circular photo displayed in the chat bubble or header. Use a team photo or agent headshot to humanize the widget. |
Welcome and return visitor messages
| Setting | Description |
|---|
| Welcome message | The text shown in a small preview above the chat bubble before the visitor opens the window. Use this to invite engagement (e.g., “Hi! Have a question? We’re here to help.”). |
| Return visitor message | A different message shown to visitors who have previously opened the widget. Acknowledge returning visitors to make the experience feel personal (e.g., “Welcome back! How can we help you today?”). |
| Setting | Description |
|---|
| Position | Place the widget in the bottom-right or bottom-left corner of the screen. Choose based on your page layout and where it will be least obstructive. |
| Widget dimensions | Adjust the size of the chat bubble and window to fit your design. Defaults work well on most sites but can be customized for mobile-heavy audiences. |
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
| Setting | Description |
|---|
| Title | The heading at the top of the open chat window (e.g., your business name or “Talk to us”). |
| Intro message | A short paragraph shown at the top of the chat window, above the contact form or conversation input. Use this to set expectations (e.g., “Fill in your info below and we’ll reply shortly.”). |
| Prefilled message | Text that is pre-populated in the visitor’s message input field. This lowers the barrier to starting a conversation by giving visitors a starting point. |
- 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:
| Setting | Description |
|---|
| Assigned message | Message shown when a live agent joins the conversation |
| Closed message | Message shown when the chat is closed by an agent |
| Business hours | Configure days and times when live chat is active. Outside of business hours, the widget can switch to an offline mode or be hidden entirely. |
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.
| Setting | Description |
|---|
| Widget language | Set the display language for all widget text labels and system messages |
| Acknowledgment message | The first automated message sent after a visitor submits the form (e.g., “Thanks! Someone will be in touch soon.”). |
| Acknowledgment icon | The icon displayed alongside the acknowledgment message |
| Feedback message | An optional message asking the visitor to rate or leave feedback after the chat ends |
| Chat-ended message | Message displayed when the chat session is closed |
| Notification sounds | Toggle notification sounds on or off for incoming messages |
| Placeholder color | The color of placeholder text inside form input fields |
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.
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