Widget settings control how your chat widget behaves - when it appears, where chats are routed, what happens when agents are offline, and how visitors interact with it. Below we cover the settings available in the General tab.
Accessing Widget Settings
Go to My Widgets, click on a widget, and open the General tab (or the specific tab for the setting you want to change). Click Save after making changes.
Channel Routing
Select the default channel (Slack channel, Teams channel, Webex space, etc.) where incoming chats are sent. For department-based routing, use escalation routing in AI Actions.
Transcript Emails
Enter one or more email addresses (comma-separated) that should receive a copy of chat transcripts after each conversation. You can also set a separate address for missed/offline messages.
Chat Timeout
Set how long the system waits for an agent to respond before showing a timeout message. Options range from 30 seconds to 8 hours. The default is 3 minutes (180 seconds). See Chat Inactivity and Timeout Settings for details.
Chat Interface Options
| Setting | Description |
|---|---|
| Logo | Upload a square image (max 150x150px) shown in the chat header |
| Tab Type | Choose between a Default Tab with Text (rectangular bar) or a Floating Circle with Chat Icon |
| Tab Color | The background color of the chat button (hex code, default #0E71EB) |
| Online Text | Text shown on the tab when agents are online |
| Offline Text | Text shown on the tab when agents are offline |
| Hide When Offline | Completely hide the chat button during offline hours |
| Show Agent Photos | Display agent profile photos on the pre-chat form instead of the logo |
| Emojis | Allow visitors to send emojis in chat messages |
| File Uploads | Allow visitors to upload files during the chat |
| Unread Count Badge | Show a notification badge with the number of unseen messages |
| Post-Chat Feedback | Show a feedback prompt after the chat ends |
| AI Feedback | Let visitors rate individual AI chatbot responses with thumbs up/down |
Powered By Branding
On paid plans, you can hide the "Powered By Social Intents" text by selecting the option in the General tab.
Online Schedule
Set business hours when the widget should be online. Go to the Online Schedule tab to configure daily hours and timezone. Outside these hours, the widget shows the offline experience. See the schedule tab for holiday schedule support.
Targeting Rules
Control which pages the widget appears on using URL patterns. Go to the Targeting tab to set include and exclude patterns. See Customizing Chat Widget Appearance for proactive popup settings.
Quick Reply Shortcuts
Create canned response shortcuts that agents can use to quickly send common replies. Go to the Shortcuts tab to add shortcut name/value pairs.