Widget Customization
Welcome Message and Greeting
Set the welcome message visitors see when they first open the widget, and the away message when your team is offline.
Two messages shape the first impression visitors have when they open the widget: the welcome message and the away message. Each is configured in a different place.
Welcome message
The welcome message is the first line visitors see on the widget’s home screen when they open it for the first time.
Set it under Settings → Apps → [your app] → Chatbox → Appearance with the Welcome message dropdown.
| Option | Text shown |
|---|---|
| How can we help you with our website? | Default, general-purpose. |
| Hi! How can we help you today? | Friendly, support-focused. |
| Hi! Looking for something specific? | Sales-friendly, exploratory. |
| Need help with your order? | E-commerce-focused. |
Text theme (header tagline)
The Text theme setting controls the tagline visible in the widget header when the widget is closed or at the top of the open widget:
| Option | Text shown |
|---|---|
| Questions? Chat with us! | Default. |
| Need help? We’re here. | Support tone. |
| Have a question? Ask us. | Sales tone. |
| Chat | Minimal, no tagline. |
Both the welcome message and text theme are in the same Chatbox Appearance settings screen.
Away message
The away message is shown when no operators are online. Set it under Settings → Apps → [your app] → Chatbox → Behavior in the When your team is away section.
Type your custom away message in the text field. Leave it blank to use the default (“We’re away right now - leave a message and we’ll get back to you”).
The away message also works alongside your business hours. Outside your business hours, the widget adds a note telling visitors when you’ll be back online.
Asking for contact info before the chat starts
Under Chatbox Behavior → Visitors, you can configure whether the widget asks for:
- Email address (on by default) - captured before the visitor sends their first message.
- Phone number (off by default) - optional, shown alongside the email prompt.
- Force identification - requires the visitor to provide email or phone before they can chat at all. Only available when at least one of the above is on.
These settings help you capture a lead even if the visitor leaves before your team responds.
Next steps
- Availability display - control what availability status visitors see.
- Section toggles - control which widget sections are visible.
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