Branding
Set on the widget itself: Widgets → your chat widget → Edit.
The panel follows the device’s light or dark setting on its own. On a dark
background the brand colour is used for borders and the page’s own ink for
labels, so contrast holds whatever colour you pick.
If no logo is uploaded, the bot’s initial stands in — a coloured circle with the
first letter of the bot name. Nothing is ever blank.
The Knowledge Base
FAQs and articles the visitor can read without starting a chat. They appear on the home screen and in their own tab. Edited on the chat agent — its own Knowledge base tab, beside the flow canvas — not on the account, and not the account-level knowledge base your voice agents use. Full detail on its own page.Rich Text In Messages And Buttons
Authored text supports a deliberate subset — not full Markdown:
This works in message text and in button labels, and it renders identically
in the widget and in the dashboard timeline.
Headings, lists and images are deliberately not supported — they have no place
in a chat bubble, and every construct here is one whose appearance an author can
predict.
Business Hours
Set once for the account, in your timezone: Settings → Chat routing — or the same panel from the Widgets page.
Switching hours on with no days set would mean closed all week and every
handoff refused, so Monday to Friday, 09:00–18:00 is seeded for you. Change it
before you rely on it.
Whether you are open is computed server-side. Your hours are in your zone
and the visitor’s device is in whatever zone they are in, with whatever clock
they have set — so the one thing the page must not do is work it out for itself.
Holidays are honoured by the runtime — a date listed as a holiday overrides
that weekday’s hours — but there is no control for them in the dashboard yet.
Telling The Visitor
A line at the top of the chat saying when you answer. You choose when it appears; the times come from the hours above.
Leave the text empty and the widget’s own wording is used, which already reads
correctly in every case. Write your own and two placeholders are available:
{{day}} exists because “10:00 AM - 7:00 PM” read at 9pm does not tell anyone
whether that means in an hour or the day after tomorrow.
If business hours are switched off, nothing is shown regardless of the mode —
there are no hours to state.
A Note Above “Start A New Conversation”
A separate, optional line on the home screen. Empty by default, and empty renders nothing. It is space your account may use — “Average reply time under 5 minutes”, “Order queries need your order id” — not a message invented for you. Deliberately separate from the hours notice: an account with no business hours may still want to say something there, and an account showing its hours may not.What Happens Outside Hours
Only handoffs are gated. The flow itself answers at all hours, and a chat already with a person is never cut off at closing time.- Inside hours, with somebody available → the chat is assigned.
- Outside hours, or with nobody available → your ticket code runs, the visitor is told, and the conversation closes.
Next Steps
Human handoff
Availability, assignment, replying
Chat routing
Every field in the panel, in order