Customize the look and copy
You want the agent to match your brand and say the right things to shoppers.
The Customize tab controls how the agent looks and the words your customers see. A live preview updates as you edit, so you can see changes before they go out.
What you can set
- Agent name — what the assistant calls itself.
- Chat avatar — the agent's picture (initials or an image URL).
- Brand color — the accent color used across the support page.
- Chat title / heading — the title at the top of the support page.
- Welcome / greeting message — the agent's opening line.
- Input placeholder — the hint text in the message box.
- Page header / Page footer — formatted blocks above and below the chat (e.g. hours, links, a disclaimer).
- Phone field — whether the contact form asks for a phone number.
- Custom field labels — the labels for the Name and Email contact fields.
Steps
- Go to Customize.
- Edit any field; watch the live preview update.
- Save when it looks right.
- Reload your installed agent (or the Playground) to confirm.
Troubleshooting
- Changes don't appear on my site → browser or embed cache → hard-refresh the page; confirm you saved.
- Phone field showing/not showing as expected → that's controlled in Settings, not Customize → see Agent Settings in Set transcript & escalation emails and fallbacks.