Customize the Live Chat widget

Manage widget branding and welcome text in Settings → Live Chat. Use Help Center → Channels separately to decide whether articles appear inside a Chat App.

You need owner or admin access. If more than one app is listed, select the intended Chat App before editing; changes belong to that app.

Set the chat identity

In General, edit Chat identity to the support identity visitors should see. This name is used in the widget header and support-message attribution. It is separate from your workspace name and your public Help Center name.

The website-widget and Anonymous visitors switches affect access, not just appearance. Do not change those while adjusting branding unless you also intend to change how visitors can use chat.

Configure appearance

Under Appearance, you can change:

Setting	What it controls
Logo	The image used for this Chat App. Select the existing logo to replace it, or use Upload chat logo when none is set.
Brand colour	The widget accent colour, using the picker or colour value field.
Theme	Light, Dark, or System. System follows the visitor's device preference.
Launcher position	Bottom right or Bottom left.

Logo uploads accept JPG, PNG, WebP, or GIF files up to 5 MB. Wait for the upload to finish, then save the Chat App changes. Uploading an image is not the same as saving the new app configuration.

Choose a logo that remains recognizable at a small size. Check text and controls against your brand colour in both light and dark appearances, and make sure the launcher does not cover important controls on your website.

Write the welcome text

Under Widget copy:

• Home title is the heading visitors see on the home screen. Keep it short, such as “How can we help?” The supported maximum is 80 characters.
• Greeting message is the welcome bubble shown when starting the chat experience. The editor shows a counter and limits the text to 280 characters.

For example, “Hi! Tell us what you need help with.” is short and gives visitors a clear next step. The greeting is configured interface copy, not proof that a teammate has read or replied to the conversation. It does not configure an email auto-responder or guarantee a response time.

The current form does not provide an editable field for every line in the preview. Do not expect it to change all built-in navigation labels, supporting text, or article content.

Preview, save, and verify

1. Review your changes in Widget preview. On smaller screens, use Preview to open the preview panel.
2. Select Save changes. If the button is unavailable, check whether anything changed or an upload is still running.
3. Check for a save error, then reopen the settings to confirm the saved values.
4. Refresh the installed website and reopen the widget to check the real result on desktop and mobile.

The preview can show unsaved edits. Closing it does not save them, and its Connected label is not proof of a live customer session or message delivery. The existing installation loads saved settings; routine appearance edits do not require replacing its script.

If saving reports that the configuration changed, reload the latest settings and reapply only your intended edits. Avoid overwriting another administrator's work from a stale form.

Keep appearance and availability separate

Use Help Center in widget → Manage to open Help Center → Channels for article distribution. Enabling Help there does not enable a disabled Chat App or update its allowed websites.

The dashboard's shared sender currently blocks external Live Chat replies. A polished preview or greeting does not establish two-way customer support. See Install Live Chat on your website for installation checks and current delivery limitations.