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Settings

What each settings page does and what it changes. Chat settings apply to the widget on your site the moment you save; account settings are yours alone; workspace settings need an owner or admin.

Overview

Settings has three groups. Account (profile, notifications, availability, interface, keyboard shortcuts) is per person. Workspace (workspace, members, office hours, billing, install, integrations, analytics, logs) is shared and, by default, editable by owners and admins; see Team and permissions. Chat (greeting, branding, saved replies, rate limit, behavior, visibility) shapes the widget visitors see and takes effect on every page of your site as soon as it is saved, with no code change.

Install and API keys are covered under Installation and the Public API; integrations under Channels; billing under Plans and billing; analytics targets and reports under Analytics.

Greeting

Chatbox header
The line at the top of the open widget: Have a question?, Chat with us, Need help?, Talk to our team, or your own.
Welcome message
The first message a visitor sees when they open the chat, before they type. Default: Hi, how can I help you today?
Pop-up
Show the welcome message as a bubble beside the closed launcher after a number of seconds, so the page invites the visitor in.
Chat placeholder
The grey text in the composer, such as Ask a question.
Suggested messages
Up to a few one-tap questions shown under the welcome message (What do you offer?, How does this work?, I need support). A tap sends the text as the visitor's first message.

Try it live on the page shows the widget with your changes before you save.

Branding

Primary colour
The launcher and the visitor's bubbles. Optionally used in the header too. The text on it picks black or white for contrast unless you set a foreground colour.
Position
Bottom right, bottom left, top right or top left, with the distance from each edge in pixels.
Launcher
Its size, its glyph (chat, help or message) and whether it has the gloss highlight; turn the gloss off on a flat-design site.
Panel corners
Soft, default or sharp radius on the open chat panel.
Avatar and name
The picture and display name shown in the header and beside agent messages when no teammate's own is used.
Language
The language of the widget's own chrome: English, French, German, Spanish, Arabic, Japanese or Korean. Your greeting text is not translated; write it in the language you pick.
Theme
Light or dark widget, independent of the visitor's system setting.

Behavior

Pre-chat form
Ask for the visitor's full name, email and phone before the first message, each on or off, with a switch to let them skip it. What they enter goes onto the contact.
Ask instantly
Show the form the moment the chatbox opens, rather than after the first message.
Files and audio
Whether visitors can attach files and record voice messages from the composer. Voice mode with the AI agent also needs audio on.
Hide when away
Hide the chatbox when no operator is online; someone Offline or in Force offline does not count. Off, the widget stays and messages wait in the inbox.
Hide on mobile
Do not show the launcher on screens narrower than 640 pixels.
Sound
A chime in the widget when an agent replies.

Visibility

Rules the loader checks on every page before it draws the launcher. They combine: a page has to pass all of them.

Show only on pages
Path patterns the widget is allowed on, such as /pricing or /docs/*. Empty means every page.
Hide on pages
Path patterns where it is never shown, such as /checkout/*. Wins over the allow list.
Hide on days
Weekdays the widget stays hidden, for a team that does not work weekends.
Countries
Allow only some countries, or block some, by the visitor's connection.
IP addresses
Addresses that never see the widget: your office, a bot, a troublemaker.
✦
Path patterns match the path only, not the domain or query string, and * stands for any run of characters. On a single-page app the loader re-checks the rules on every route change.

Rate limit

A cap on how fast one visitor can send: a maximum number of messages in a window of seconds, then a chill period during which the composer is locked. You choose the emoji, title and subtitle of the card they see (the defaults are a keyboard on fire and Let’s cool it down for a moment). A separate switch stops the visitor sending while the AI is still writing its reply.

Availability

Your own status. Set me available when using the app puts you online whenever you open the dashboard; turned off, you start each session offline until you pick a status from the account menu. Force offline (invisible mode) keeps you offline to visitors, to teammates and to chat routing even while the dashboard is open, in every workspace and on every device you have it open; turning it off goes back to what Set me available when using the app says. Picking Online or Away from the account menu still brings you back for that session, and a dropped connection that reconnects keeps whatever status you had.

The workspace’s office hours have their own page, Office hours, in the Workspace group. Owners and admins set the days, hours and timezone; everyone else can read them. They are what the Outside office hours condition and the Say when we will reply action in Automations read, and what the widget shows visitors as your hours.

Saved replies

Canned answers with a shortcut. Give each a name, a shortcut (lowercase, no spaces, such as refund) and the reply text. In any composer, type / and the shortcut, or / alone to search, and the reply is inserted for you to edit before sending. The list shows how often each has been used.

For starting wording, copy from the 70 canned responses examples, grouped by situation.

Notifications

Desktop banners and a sound in the tab, each on or off, for three kinds of activity: conversations assigned to you, unassigned conversations, and conversations assigned to someone else; and for two situations: while this tab is in front, and while you are on another tab or app. The browser has to allow notifications for the site first; the page asks it for you. The desktop app has its own always-on notifications; see Desktop app.

Keyboard shortcuts

The full list is under Settings, then Keyboard shortcuts, with a search. The ones worth learning first:

  • Ctrl (⌘ on a Mac) + K: global search. Ctrl (⌘ on a Mac) + B: toggle the sidebar. Ctrl (⌘ on a Mac) + 1 to 9: switch workspace. D: toggle light and dark.
  • In the inbox: J and K move to the next and previous conversation, R focuses the composer, Enter sends, Shift + Enter adds a line, / inserts a saved reply, Ctrl (⌘ on a Mac) + Enter marks the conversation resolved.
  • Composer tabs: Ctrl (⌘ on a Mac) + Alt + R for Reply, + N for Note, + T for Ticket; Ctrl (⌘ on a Mac) + . cycles through them.
  • In contacts and tickets: Ctrl (⌘ on a Mac) + F searches, J and K move, Enter opens, X selects. Ctrl (⌘ on a Mac) + Z undoes in the automation editor.

Logs

An audit trail of what changed in the workspace and who changed it: settings saved, members invited or removed, channels connected, deletions. Owners can switch collection off under Settings, then Members, under Permissions.

Updated . Something wrong or missing? Tell us.

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