Changing the greetings on your widget
The instructions below are for desktops and laptops only.
You can customize greetings and text shown in each widget state: Online, Away, and Offline. You can also edit the Pre-Chat Form to collect visitor details before a chat begins.
Steps to customize your widget content
2. Click Administration on the left navigation bar.
3. Click Chat Widget in the left submenu.
4. Click Edit Content under Widget Content.
5. This opens the Widget Content editor, where you can manage all text and messaging shown in your widget. Adjust the content in the different states (Online, Away, Offline, and Pre-Chat).
Remember to click Save or Update after making your changes. Your widget updates automatically.
Customize greetings by widget state
Your widget can display different content depending on whether your team is available.
Use the Online state when agents are available to chat. You can edit greeting text, welcome messages, and other text cards shown to visitors.
1. Select Online under Widget State.
2. Hover over the text card you want to edit and click the pencil icon.
3. Enter your new message.
4. Click Update to save.
Example greeting ideas:
- Hi there! How can we help today?
- Need assistance? Chat with our team now.
- Welcome! We’re online and ready to help.
Use the Away state when agents may not reply immediately. This helps set clear expectations while still guiding visitors to support resources.
1. Select Away under Widget State.
2. Hover over the text area you want to edit and click the pencil icon.
3. Add or update your message.
4. Save your changes.
You can also add extra cards, such as:
- Knowledge Base search
- FAQ links
- Helpful announcements
Example greeting ideas:
- We’re currently away, but we’ll reply soon.
- Our team is unavailable right now. Browse our Help Center for quick answers.
- Leave us a message and we’ll get back to you.
When your widget is Offline, you can add a contact form so visitors can leave their details and message.
You can edit:
- Greeting text
- Form field labels
- Required or optional fields
- Additional custom fields
Example greeting ideas:
- We’re offline right now. Leave a message and we’ll reply soon.
- Sorry we missed you. Send us your details and we’ll get back to you.
- Our team is currently unavailable. Please leave your message below.
You can also link custom fields the Pre-Chat Form to Custom Attributes so visitors’ responses are saved to your contact records in Contacts.
For step-by-step instructions on customizing the Offline Form, see this guide: Using the Offline Form
The Pre-Chat Form lets you collect visitor details before starting a chat, such as:
- Name
- Email address
- Order number
- Department selection
- Reason for contact
Any information a visitor enters appears at the top of the chat for the agent handling the conversation.
You can also link custom fields the Pre-Chat Form to Custom Attributes so visitors’ responses are saved to your contact records in Contacts.
For step-by-step instructions on customizing the Pre-Chat Form, see this guide: Using the Pre-Chat Form
Important considerations
- Changes apply instantly
Your widget updates automatically after saving changes. You do not need to update the embed code on your website.
- Pre-Chat Forms may reduce chat starts
While Pre-Chat Forms can improve lead quality and routing, requiring extra steps may reduce the number of visitors who begin a chat.
- Keep greetings short and clear
Use simple language. Visitors should quickly understand:
- Whether you are available
- What they should do next
- How long a reply may take
- Match your brand voice
Use a tone that fits your business—professional, friendly, casual, or premium.
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