Live Chat Widget Backend Settings

Modified on Mon, 20 Jul at 10:48 AM

Your live chat widget is installed and answering visitors — now let's make it truly yours. The backend settings control everything your visitors see and experience: the widget's colors and theme, your logo, the assistant's name, the greetings, and even whether visitors can send attachments or voice messages.

Think of the widget as your shop's front counter. The agent behind it is already trained — these settings are how you decorate the counter: the sign with your name on it, the brand colors, the welcome sign on the door, and the house rules for visitors. Every change you make here is reflected on your live widget in real time.

The live chat widget open on a published page, showing the welcome screen visitors see

The widget as your visitors see it — everything here (colors, name, welcome text) is controlled from the backend settings

Open Your Widget's Backend

Step 1: Open Live Chat

Log in to your FlexiAgent dashboard, click your account name in the top-right corner, and select Live Chat from the menu.

The FlexiAgent account menu with the Live Chat option

Open the account menu in the top-right corner and click Live Chat

Step 2: Click Open Chat Inbox on Your Widget

Find the active widget you want to configure and click its Open Chat Inbox button. This opens the entire backend of that live chat widget.

The widget card with the Open Chat Inbox button highlighted

Every widget you create has its own backend — open it with the Open Chat Inbox button

? NoteThis backend exists for every widget you create. If you run separate Sales and Support widgets, each one has its own inbox and its own settings — so you can configure them independently and repeat the same steps for each.

What You'll Find Inside the Backend

Once you land on the backend dashboard, you can see all of your chats and the real-time activity happening on your agents:

Chat (inbox) — all human-assigned chats. Whenever a conversation is escalated or assigned to a human, it appears here for your team to reply.
Monitor (Conversations panel) — the real-time view of all conversations, including AI-answered ones. Every reply your Sales and Support agents send is visible here.

The Conversations monitoring panel showing AI-assigned conversations in real time

The Monitor panel — every visitor conversation, including the ones your AI agents are handling

? Want to see the AI's thinking process too?Head back to your FlexiAgent dashboard and open the Sessions tab. There you can see the exact questions coming in, the replies the AI sent out, and the reasoning behind each answer.

A session opened in FlexiAgent showing the AI's thinking process and replies

The Sessions tab in FlexiAgent — questions, replies, and the AI's thinking behind each response

Appearance: Name, Greeting, Theme & Logo

For all appearance-related settings, click the Settings (gear) button in the backend. From the Widget section you can:

Change your assistant's name — shown on every chat bubble.
Change the greeting message — the first thing a visitor reads.
Pick a theme — choose one of the ready themes or set your own custom brand colors.
Upload your own logo — it appears right on the widget.
Set widget alignment — left or right side of the page.

Click Save, then refresh your page — the theme, logo, and name changes are reflected on the live widget immediately.

⚠️ Two details people miss here1) Upload a square (1:1) logo. Wide or rectangular logos get distorted in the widget — resize your logo to a square before uploading.
2) The welcome message has a character cap. If your headline gets cut off, it's hit the length limit — get a little creative and shorten it (e.g., "Welcome to AI Support" instead of a long sentence).

All the Other Settings, One by One

Below the appearance options you'll find a series of sections. Each one controls something your visitors can see or do — and each has its own Save button.

Widget Visibility

Control where and how the widget appears: display it on desktop, mobile, or both — for example, show it only on mobile and not on desktop. You can also set the on page load behavior: Always opened (the chat window opens by itself when the page loads), Always closed, or As last status.

Widget Visibility settings with desktop and mobile toggles and the on-page-load dropdown

Widget Visibility — desktop/mobile display and the on-page-load behavior

Single Conversation

When enabled, the widget handles one continuous conversation instead of showing a list of open and archived chats. This keeps everything in a single thread and prevents customers from reaching out to your team multiple times — saving your team time and effort.

The Single conversation setting with its toggle

Single conversation — keep each visitor to one continuous thread

Unbranding

Customize the widget footer branding and even set a custom launcher button — the round chat button visitors click to open the widget — by providing your own image URL.

The Unbranding section with widget footer branding and custom launcher button options

Unbranding — footer branding and a custom launcher button

Greetings

Set every message your visitors see at each stage: the welcome message and team intro on the widget's home screen, the online message shown when your team is available, the offline message when operators are away, and the closed offices message outside operating hours.

The Greetings settings with welcome, team intro, online, offline, and closed offices messages alongside the live preview

Greetings — every visitor-facing message, with a live preview on the right

Reply Time

Tell visitors how soon your team usually replies — either always with a fixed message (e.g., "The team will reply as soon as possible") or dynamically, sharing your team's actual average response time.

The Reply time settings with fixed message and dynamic average response time options

Reply time — a fixed message or your team's real average response time

Callout

The callout is the little attention-grabbing bubble (e.g., "✋ Need Help?" / "Click here and start chatting with us!") that pops up next to the chat button. Enable or disable it, and set the timer — how many seconds after page load it should appear — plus its title and message.

The Callout settings with enable toggle, timer, title, and message

Callout — the proactive bubble that invites visitors to chat

Pre-chat Form

Ask visitors for their name and email before the conversation starts. Enable the pre-chat form, set its title, and choose the fields — great for guaranteeing every chat comes with contact details attached.

The Pre-chat form settings with the enable toggle, form title, and Name and Email fields

Pre-chat form — collect name and email before the chat begins

Multilanguage

The widget ships in English by default, but you can add more languages or edit every phrase that appears in the widget via Manage and edit translations. On your website, widget phrases display in the visitor's browser language when that language has been added.

The Multilanguage section with English as default and the link to manage translations

Multilanguage — add languages or customize every widget phrase

Display Only on Specific Pages

Want the widget on some pages but not others? Enable this option and the widget will display only on pages whose address matches the rules you add to the list.

Advanced

Fine-grained controls for what visitors can send in the chat:

Attachments — disable them entirely, or allow only specific file extensions (e.g., .jpg, .png, .pdf).
Emoji — enable or disable the emoji picker.
Voice recorder — enable or disable voice messages.

Display only on specific pages + Advanced — attachments, allowed file types, emoji, and voice recorder

✅ Why this mattersEvery one of these settings changes what your visitors see and can do. A callout that pops after 5 seconds can lift chat engagement; a pre-chat form turns anonymous visitors into leads with names and emails; disabling attachments keeps your inbox clean. Small switches here directly shape how professional — and how effective — your chat experience feels.

⚠️ Each section has its OWN Save buttonChanging five sections and clicking Save once at the end won't work — every section (Visibility, Greetings, Callout, Advanced, and so on) saves separately. Click Save inside each section you change, then refresh your page to see everything reflected. Changes go live on your widget immediately, in real time.

Common Situations & Quick Fixes

❓ "I changed a setting but my widget looks the same."Two checks: (1) did you click Save inside that specific section? Each section has its own Save button. (2) Refresh the page where the widget is installed — a hard refresh (Ctrl/Cmd + Shift + R) clears any cached version.

❓ "My logo looks stretched or blurry on the widget."Upload a square (1:1) version of your logo. Rectangular logos get distorted when the widget scales them down.

❓ "My welcome message is getting cut off."The welcome message is capped to a specific number of characters. Shorten it — a punchy "Welcome to AI Support ?" fits and reads better than a long sentence anyway.

❓ "I want the chat window to open automatically when the page loads."Go to Widget Visibility → On page load and select Always opened. Save, then refresh your page — the widget will open on its own.

❓ "I don't want visitors sending voice notes or attachments."Open the Advanced section and disable the voice recorder and attachments (or restrict attachments to specific file extensions). The buttons disappear from the widget immediately after saving.

❓ "I only want the widget on certain pages."Use Display only on specific pages and add the page addresses to the list — the widget will appear only where the address matches. For device-level control, use Widget Visibility to show it on mobile only or desktop only.

❓ "I have multiple widgets — do settings apply to all of them?"No — each widget has its own backend and its own settings. Open each widget's Chat Inbox separately and repeat the configuration for each one.