Once you've enabled Live Chat on your widget you'll see some options pop up below that allow you to customize the look and behavior of your Live Chat. Let's go over the various options, which can be found under Widget → Live Chat → General:

  • Bot avatar
    This sets the image that will be used as the avatar for messages sent from any of the bots (for example, the Welcome Bot).
  • Flash the participant's browser tab
    This sets whether or not you want the title of the browser tab to change when a new message comes in and the user isn't on the tab with the Live Chat conversation. You can also customize the message.
  • Play a notification sound
    This sets whether or not you want the user to receive a sound notification when a new message comes in and the user isn't on the tab with the Live Chat conversation. You can choose from a number of options and easily check how they sound. The user can disable sounds from the widget by toggling the bell icon button in the top right corner of a chat conversation.
  • Time format
    This sets the time format used for any timestamp throughout Live Chat (for example, the time when a message was sent). You can choose either a 12-hour or 24-hour clock.

Navigate to Widget → Live Chat → Conversation Options for more general options:

  • Chat transcripts
    This sets whether or not you want the user to be able to download a complete transcript of the chat. If enabled, they can click the "⋮" button in the top right corner of the widget, where they'll find a "Download chat" option. The generated file is in a plain text format.
  • Upload and share attachments
    This sets whether or not you want the user to be able to share attachments with you through the chat. If enabled, they can click the button with the paperclip icon in the bottom right corner of the widget, right beside the reply input. There will also be a "See files" menu item through the "⋮" menu in the top right corner of the widget, which brings up a screen where users can view a list of all attachments in the chat conversation.
  • Allow emoji reactions
    This sets whether or not you want the user to be able to react to messages with emojis. If enabled, hovering over a message will show an emoji button, where they can select any emoji to display below the message.
  • Read receipt of the agent
    This sets whether or not you want to display a read receipt for the user when an agent has read a message.
  • Display available agent avatars in chat
    This sets whether or not you want to display avatars of agents that are currently available for live chat conversations. If enabled, the avatars are displayed on the start screen of a new conversation.