Customization
MyLiveChat lets teams customize the opening moment, the launcher, the chat window, survey flows, and deeper widget behavior so the AI feels branded from the first click instead of bolted on afterward.
Persona
Set the bot name, avatar, greeting, disclaimer, and prompt chips to define the AI personality.
Widget
Control launcher styles, window layouts, chat states, and embedded experiences across your site.
Flow
Tune invitations, pre-chat forms, offline paths, and surveys so the support journey stays consistent.
Control what the customer sees before the first reply: greeting headline, prompt chips, brand voice, and AI expectation-setting.
Use colors, text, visuals, and widget states that feel native to your site across product, pricing, and support pages.
Shape invitations, forms, and fallback routes so the experience still feels polished when AI is offline, escalating, or gathering context.
Match the launcher style to your site and decide how aggressively the chat experience should invite visitors into the AI flow.
Shape the AI window so the widget feels aligned with your product design instead of looking like a separate tool.
Control labels, prompts, display text, and language-sensitive touchpoints so the AI launch still sounds like your business.
Adjust pre-chat layouts, fields, and surveys when you need to collect the right context before AI or a human steps in.
Order of work
Widget customization offers a lot of controls, and they are not equally consequential. Colour and placement matter for whether the widget feels native to your site, and the template gallery is the fastest way to see the range of launcher and window designs before you start tuning one. What genuinely changes how many useful conversations you get is the first screen: the greeting, the prompt chips, and whether the visitor can tell what this thing is for before they type.
So spend the time in that order, inverted from the order most people work in. Get the opening copy right first, because it is read by every single visitor who opens the widget. Then the entry points, then the visual styling, then the flow details like pre-chat fields and surveys. A perfectly branded widget with a vague greeting underperforms a plain one that says something useful.
- Opening copy first; it is the only thing every visitor reads
- Then entry points, then styling, then flow details
- Say what the chat is for, not just hello
- Change one element at a time so you can tell what moved
Writing a live chat welcome message
Widget placement and design
Prompt chips
Prompt chips on the start screen do more work than their size suggests. They tell a hesitant visitor what kinds of question are welcome here, and they steer people towards questions you can answer well. A chip is a small piece of copy with a large influence on what lands in your queue.
Write them as the questions your customers actually ask, taken from transcripts, in their words. Keep them few enough to read at a glance and specific enough to be worth tapping; Ask a question teaches nobody anything, while Check delivery times or Compare plans both invite a conversation and set its scope. Revisit them when your products or your busiest questions change, because stale chips quietly steer visitors towards last season's concerns.
- Take chip wording from real transcripts, in the customer’s phrasing
- Prefer a few specific chips over many vague ones
- Use them to steer towards questions you answer well
- Review them whenever the product or the season changes
Asking better questions in live chat
Live chat conversation openers
Test where it lives
A widget preview shows the widget in isolation. Your visitors see it on your pages, inside your stylesheet, and those two views can differ. Because the chat renders inline in the page rather than being sealed off from it, broad CSS rules on a site can reach the widget and restyle parts of it in ways the preview never shows.
The rules that cause this are usually well-intentioned site-wide ones: a global setting for every button, input or link, or a reset that changes focus outlines everywhere. The check takes a few minutes and saves an embarrassing week. Open the widget on your busiest templates, look at the launcher, the input, the buttons and the focus ring, and try it at mobile width as well as desktop before you call the design finished.
- Check the widget on your real templates, not only in preview
- Watch for site-wide button, input, link and focus rules reaching it
- Test at mobile width as well as desktop
- Re-check after any site redesign or stylesheet change
Live chat for mobile visitors
Live chat during website redesigns
Design before you deploy
Strong customization becomes even better when you test it on real page layouts.