> ## Documentation Index
> Fetch the complete documentation index at: https://docs.callkaro.ai/llms.txt
> Use this file to discover all available pages before exploring further.
# Appearance And Hours
> Branding, the knowledge base, rich text, and telling visitors when you answer
Everything on this page is configuration, not flow design. None of it needs a
republish of the agent.
***
## Branding
Set on the widget itself:
[Widgets](https://callkaro.ai/dashboard/widgets) → your chat widget → **Edit**.
| Field | Notes |
| ------------------ | ---------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Bot name** | The name in the header. Falls back to the agent's name. |
| **Logo** | Shown in the header, on the home screen, and **beside every message the bot sends**. Square images work best — anything else is cropped to a circle. |
| **Greeting** | The line on the home screen above "Chat with us". |
| **Primary colour** | Buttons, links, the visitor's own bubbles, the launcher. |
| **Position** | `bottom-right` or `bottom-left`, for the website launcher. |
| **Languages** | What the widget offers. |
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](/widget/chat/knowledge-base).
***
## Rich Text In Messages And Buttons
Authored text supports a deliberate subset — not full Markdown:
| You write | They see |
| ---------------------------------------- | -------------------- |
| `**bold**` | **bold** |
| `*italic*` or `_italic_` | *italic* |
| `[our pricing](https://you.com/pricing)` | a link |
| `https://you.com/pricing` | the bare URL, linked |
| `\*not italic\*` | a literal asterisk |
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.
Values substituted from variables are escaped, so a visitor cannot make their own
answer bold inside a message your account appears to have written. See
[Variables](/widget/chat/variables#using-them).
***
## Business Hours
Set once for the account, in **your** timezone:
[Settings → Chat routing](https://callkaro.ai/dashboard/settings) — or the same
panel from the Widgets page.
| | |
| ------------------------- | ------------------------------------------------------------------------- |
| **Enabled** | Off means handoffs are accepted at any hour |
| **Timezone** | IANA zone, e.g. `Asia/Kolkata` |
| **Days** | One window per weekday, in 15-minute steps. A day switched off is closed. |
| **Outside-hours message** | What a visitor is told if they ask for a person while you are closed |
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.
| Mode | Behaviour |
| ---------------------------- | ------------------------------------------------- |
| **Only when you are closed** | The default. Nothing is shown while you are open. |
| **Always** | Shown whether you are open or not. |
| **Never** | Nothing is ever shown, even while you are shut. |
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:
| Placeholder | Becomes |
| ----------- | -------------------------------------- |
| `{{hours}}` | `10:00 AM - 7:00 PM` |
| `{{day}}` | `today`, `tomorrow`, or a weekday name |
```
Our team is offline right now. We're back {{day}}, {{hours}}.
Leave your message here and we'll reply then.
```
`{{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.
See [Raise a ticket](/widget/chat/ticket-fallback) and the full
[chat routing panel](/widget/chat/chat-routing).
***
## Next Steps
Availability, assignment, replying
Every field in the panel, in order