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The Widget Builder tab on a web chat inbox. Every option here changes what a visitor sees, and the panel beside it previews the change immediately — so set things here rather than guessing and reloading your own site. The preview has two views, Preview and Script, and two screens, Default and Chat. Check both screens: most of these settings only appear on one of them.

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Identity

Both defaults ship as placeholder copy and both are visible to every customer. “Hi there!” and the tagline beneath it are the two most-read strings in your widget. Leaving them is the single most common way a widget looks unconfigured.
Write the heading as a greeting in your own voice and the tagline as an invitation to be specific. “What can we help with?” over “Hi there!” — a question gets a useful first message, a greeting gets “hi” back.

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Appearance

Drives the launcher and the customer’s own message bubbles.Use the colour your site already uses for primary actions. The widget should read as part of the page, not as a third-party component bolted to the corner — and your logo colour is often the wrong choice for that.
Left or Right.Right is conventional and where people look. Move it left when your own UI already owns the bottom-right — a cart drawer, a cookie bar, a back-to-top control. Two things fighting for that corner on mobile is the usual cause of a widget nobody can open.
Standard — the icon alone. Expanded Bubble — the icon plus a text label.Expanded is more noticeable and takes more room. On a content-heavy page where support is the point, expanded earns its space. On a checkout, standard stays out of the way.
The label on an expanded bubble. Default: “Chat with us”.Only shows on Expanded Bubble. Say what the visitor gets rather than what the button does: “Track my order” on an order-status page beats “Chat with us” everywhere.

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Reply time

Three options, and only three:
This is a displayed promise, not a measured one. Nothing enforces it and nothing compares it to your real response time. Set it to what you can honour on a bad Monday, not a quiet Wednesday — an unmet “in a few minutes” costs more goodwill than an honest “in a few hours” ever saves.
If you want a target that is actually measured, escalated on, and reportable, that is an SLA policy, which is a different mechanism entirely.

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What the visitor sees on each screen

Useful when you are checking the preview and wondering where a setting went. Default screen — Website Avatar, Website Name, Welcome Heading, Welcome Tagline, reply time, availability (“We are Online” / “We are away at the moment”), and the Start Conversation button. Chat screen — Website Avatar and Name in the header, the thread, and the composer with its “Type your message” placeholder. The availability line comes from business hours when they are configured, and from whether agents are actually online when they are not.

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Saving and shipping

Update Widget Settings saves, but not everything on this page reaches a widget that is already live on a site the same way — some of it is baked into the script tag itself, and needs a fresh copy.
Position, bubble type and launcher title do not update on their own. A widget already running on your site keeps whatever the script tag it loaded was carrying. To change one of these three, copy the snippet again after saving and replace the one on your site — the same step as installing it the first time.
Everything in the left-hand column above needs nothing from you. The script tag carries only your website token and base URL; colour, name, welcome copy, reply time and avatar are all fetched from there. Adjust them on a live site without involving whoever owns the deploy.

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Next

Pre-chat form

What to ask before the conversation opens.

Web chat

Installing the widget, and identity verification.

Inbox settings

The rest of the tabs.

Business hours

What drives the availability line.