Customize your chatbot's personality, behavior, and appearance.
How to get there: Go to Setup → Chatbot in the top menu, then click on your chatbot to open its settings. The settings are organized in sidebar tabs described below.
These settings are found in the Identity → Opening Message tab.
The first message visitors see when they open the chat. Make it welcoming and helpful:
"Hi! I'm here to help answer your questions about [Your Company]. What would you like to know?"
Text shown in the message input field before the visitor types:
"Type your question here..."
Found in the Conversation Starters tab. Quick-action buttons that help visitors get started. Examples:
Add up to 4 conversation starters to guide common questions.
These settings are found in the Business Info tab.
Set how your chatbot communicates. You have two options, and you choose one or the other:
Option 1: Pick a Tone preset
Choose from the dropdown. Tones marked with an emoji are "expressive" — the AI is allowed to use emojis in its replies. The others have any model-emitted emojis stripped before the visitor sees them, which keeps replies on-brand for more formal businesses.
Expressive tones (emojis allowed in replies):
Neutral / formal tones (emojis stripped from replies):
Option 2: Write your own Tone of Voice (advanced)
Click "Advanced: write a custom Tone of Voice" to expand the textarea. You get up to 400 characters to describe in your own words exactly how the chatbot should sound. For example: "Friendly and conversational. Use short sentences. Avoid jargon. No emojis."
When the textarea is filled, it overrides the Tone preset above (the dropdown becomes disabled and a small "in use" badge appears next to the Advanced button). Clear the textarea to go back to using a preset.
Controlling emojis from the textarea
If your custom Tone of Voice contains an explicit emoji instruction, that wins over the preset:
Tell the AI about your business so it can answer accurately:
"We are a SaaS company that provides customer communication tools for small businesses."
Guide the AI on what topics to prioritize:
"Product features, pricing, integrations, customer support"
Add specific rules for your chatbot:
"Always recommend scheduling a demo for pricing questions. Never discuss competitor products."
These settings are found in the Branding tab under Identity in the sidebar.
How to get there: Go to Setup → Chatbot in the top menu → click your chatbot → Identity → Branding.
By default, your chatbot inherits colors from the widget it's installed on. You'll see a message: "Colors follow [Widget Name]" with two options:
When using custom colors, you can click Reset to Widget to go back to following the widget design.
Upload a custom avatar or logo to display at the top of your chatbot. This is the image visitors see in the chat header. Recommended size: 200x200 pixels.
When custom colors are enabled, the Visual Editor lets you customize every part of the chatbot:
Found in Advanced → Display tab. Add custom CSS rules to further style your chatbot widget. Use your browser's Inspect Element to find class names.
These settings are found in the Customer Data tab (under the Lead generation section in the sidebar).
Enable fields to collect visitor information:
Choose when to request information:
Found in AI Settings tab. Cap how many messages a single visitor can send within a time window. Useful to prevent one visitor (or a bot) from burning through your monthly credits in a single conversation.
How to get there: Go to Setup → Chatbot in the top menu → click your chatbot → AI Settings → scroll to Per-visitor rate limit.
| Field | What it does |
|---|---|
| Messages per window | Max number of messages one visitor can send in the time window. Leave empty (or 0) to disable. |
| Window (seconds) | Length of the time window. Common values: 60 (1 minute), 3600 (1 hour), 86400 (1 day). |
| Limit message | Custom message shown to the visitor when they hit the limit. Leave empty to use the default ("You have sent too many messages. Please wait a moment before continuing."). |
The limit is per session (per conversation), not per IP, so multiple visitors from the same network are not affected by each other.
When the limit is reached, the chatbot stops responding to that visitor until the window expires, and shows your custom message. The visitor's existing conversation is preserved; only new messages are blocked.
This setting is off by default. The standard 10-messages-per-minute safety throttle still applies regardless, to protect against rapid-fire spam.
Example use cases:
Conversations are automatically closed after 20 minutes of visitor inactivity. Once closed, the conversation is analyzed for training quality and transcripts are sent to your configured destinations.
If a visitor returns and sends a new message, the conversation reopens automatically and will be re-analyzed when it closes again.
These settings are found in the Notifications → Where to Send tab (under the Lead generation section in the sidebar).
The master toggle to turn transcript processing on or off. When enabled, conversations are analyzed after they close and notifications are sent based on your conditions.
When enabled, visitors who shared their email automatically receive a copy of the conversation transcript.
Choose which conversations should trigger a notification to your team. You can combine multiple conditions — a notification is sent when any of the selected conditions is met (OR logic).
| Condition | What it does |
|---|---|
| All conversations | Every chat triggers a notification (including test messages) |
| Visitor shared contact info | Only when the visitor provides their email address |
| Lead info collected | Only when all required lead flow fields are filled in |
| Chatbot needs help | Only when the AI health score is below 60 (see Health Score Reference) |
| Custom rules | AI evaluates your custom condition (e.g. "Only if visitor asks about pricing") |
| Never | No business notifications (customer transcripts still work if enabled) |
Example: Select both "Visitor shared contact info" and "Chatbot needs help" to get notified for actionable leads and conversations where the chatbot struggled — while skipping routine chats that were handled well.
Matching conversations are delivered to:
Enable to automatically detect and respond in the visitor's language. The AI will translate its responses while maintaining accuracy.
Set the primary language for your chatbot. This affects the default UI text and conversation starters.