Customize the widget

Open Widget → Appearance in the side menu for the selected agent. The settings are split into six pages, each with its own tab at the top: Brand, Display, Chat, Proactive, AI rules, and Email. The live widget preview stays beside the first five. 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. Two pages save differently: the Proactive page saves each campaign when you select Create campaign or Save campaign (see Proactive messages), and the Email page waits for you to select Save changes.

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. Built-in launcher icons follow your accent colour; see Attributions for who made them.
• Choose a Launcher label: icon only (the classic round button), icon + label, or label only. When a label is shown, the launcher becomes a pill with your text; leave the text empty to show "Chat with us". The label applies to the chat bubble style and does not change the agent search bar.
• Turn source citations on when visitors should inspect supporting content.

Display

Choose which devices and which pages of your site the widget appears on. See Choose where the widget appears.

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 and supporting text. Keep the heading short and let the supporting text say what the agent can do.

Escalation & 1-click contact channels

Customize what visitors see when they ask for human assistance:

• Online and away messages: Set separate messages shown when your team is available versus offline, or pick from ready presets.
• 1-click contact buttons: Provide direct buttons to WhatsApp, Instagram Direct, Telegram, phone call, email, or a custom link so visitors can continue the conversation on their preferred channel.
• Connected WhatsApp integration: If you have a connected WhatsApp number, Fetchply detects it automatically and lets you add a one-click WhatsApp button with a single click.

In the Shopify app, the same settings live under Customize → Welcome screen, in the Escalation & 1-click channels group. Changes you make in either place apply to the same agent.

Once you turn 1-click contact buttons on, the buttons appear in two places: on the widget's opening screen under Talk to our team, and again in the chat when a visitor asks for a person. The opening screen also shows whether your team is Online now or Away, taken from your availability control, so visitors know what to expect before they start. Your away message appears there as the supporting line while you are offline. Up to six buttons are shown; add fewer to keep the screen easy to scan. Turn the switch off to remove the buttons from both places.

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.

While the agent prepares a reply, the chat shows a small composing indicator with a subtle highlight moving through its status, then updates the message when an answer is taking longer than usual. Visitors keep seeing that the agent is active instead of an unchanged loading symbol. When the agent can name a real task, such as checking information from a connected store, that task appears instead. The indicator never shows a made-up percentage or promises that an answer is almost finished.

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.

Email

The one tab that is not about the widget. It controls the emails your customers receive when you reply to them outside of chat: your name, logo, colours, and the wording of each email. See Email branding.

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.