Configure the widget
Appearance, greeting, availability, and what the AI is allowed to say in chat.
All widget settings live under Widget in the app and apply immediately — no need to re-paste the snippet.
Appearance
| Setting | Notes |
|---|---|
| Accent colour | Used for the launcher and customer bubbles |
| Position | Bottom-right or bottom-left |
| Logo | Shown in the widget header |
| Title | Your company or team name |
Match your site's accent colour rather than picking something that stands out. A widget that looks bolted on gets fewer conversations, not more.
Greeting
The first message a visitor sees. Be concrete about what you can help with:
Weak: Hi! How can we help?
Strong: Hi — ask about an order, shipping, or returns and I'll answer straight away.
The second sets expectations, which reduces the number of conversations that open with something the AI cannot help with.
What the AI says in chat
The widget uses the same knowledge base and the same Autopilot rules as every other channel — see How Autopilot decides. Two things are specific to chat:
- Scope. The assistant answers about your business only. Asked about unrelated topics, it says so and steers back rather than answering as a general-purpose chatbot.
- Product cards. If a store is connected, product suggestions render as cards with an image, price, and a link — not as a wall of text.
Availability
Set whether the widget shows outside business hours. Two reasonable approaches:
- Always on. The AI answers overnight and escalations queue for the morning.
- Hours only. Visitors outside hours see a contact form instead.
Most teams should stay always-on: overnight is when the AI is most valuable, because the alternative is nothing at all.
Testing changes
Changes apply immediately. Load your site in a private window to see them as a visitor — your own session may hold a cached configuration.
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