Customize the widget

Open Widget → Appearance in the side menu for the selected agent. The settings are split into four pages, each with its own tab at the top: Brand, Chat, Proactive, and AI rules. The live preview stays beside them on every page. AI rules also has its own entry under Widget in the side menu, so you can go straight there.

Changes auto-save; wait for the saved state and verify the live widget after major edits. Moving between the pages keeps unsaved edits, so you can adjust brand and chat settings in one visit. The Proactive page saves each campaign when you select Create campaign or Save campaign instead of auto-saving; see Proactive messages.

Brand

• Choose Agent search bar or Chat bubble display style.
• Set the agent name, tagline, and first message.
• Pick a preset or set accent, text, and chat-body colors.
• Choose the chat icon and launcher icon, or upload a custom launcher icon.
• Turn source citations on when visitors should inspect supporting content.

Chat

Set up to six starter questions. Choose whether they appear on the welcome screen and whether the agent suggests dynamic follow-up questions.

Customize the welcome heading, supporting text, and quick links. Use clear labels that describe the result of each action.

Both display styles begin a new chat whenever the page is reloaded, so a returning visitor always starts fresh instead of resuming their last conversation. Earlier conversations from the same device are not lost: visitors can reopen them from the chat history at any time.

AI rules

Open Widget → AI rules. The page holds four panels. Each panel shows its label and its controls only; select the small i beside a label to read what it does.

AI model. Select the model from the dropdown. Every option lists who makes it, what it is good for, and how many messages one reply spends from your monthly allowance. Models above your plan show a padlock and cannot be selected; View plans below the dropdown shows what unlocks them.

Instructions. Choose a starting point. A preset is read-only so you can compare options safely; select Edit as custom to keep the wording on screen and make it yours. The counter shows how much room is left.

Blocked words. Add words or phrases that block a visitor automatically.

Blocked visitors. Review or undo blocks. Anyone blocked from the Inbox appears in the same list.

The voice reply limit for your own team moved to Settings → Voice replies for the selected agent.

Installing on your site

The install code and launcher position live on their own page: Widget → Install, also reachable from Install on your site at the top of the customizer. On Shopify, the embedded app supports bottom-left and bottom-right storefront positions.

Accessibility check

Check contrast, descriptive labels, keyboard focus, mobile reach, and overlap with other floating controls. Avoid using color as the only signal.