Customize the web messenger

Make the chat window on your website look like your brand. You can preview it on any page of your site before you save.

Before you start

Every planNeeds: Web messenger: Write

Open the customizer

1. Go to Settings›Channels›Web Messenger.
2. On the Overview tab, click Customize Widget.

The Customize Widget editor opens in a new browser tab. Settings are on the left and the preview is on the right.

Change the settings

1. Open Appearance and set:

   • Layout: what the web messenger shows. Full has a home screen, messages and FAQs. Home + Chat drops the FAQs. Chat only opens straight into messaging.
   • Theme Color: pick a colour, or type its code, such as #7B3AEC.
   • Widget Title: the name at the top of the chat window.
   • Logo: click the image to upload a JPG, PNG, GIF, BMP or WebP file of up to 2 MB.

2. Open Messages and set:

   • Greeting Message: the first thing visitors read.
   • Offline Message: what visitors read when no one is available.

3. Open Pre-Chat Form to ask visitors for details before they chat. Turn on Enable Pre-Chat Form, then click Add for each field, up to 10. For each field, set its Field Label, its Type and whether it’s Required. The form starts with Name and Email.

4. Open Visibility and choose the Widget Position: bottom left or bottom right.

5. Click Save Changes.

   You should see ”Widget configuration updated successfully!”

A logo upload or removal saves straight away. Every other change waits for Save Changes, and is lost if you leave the editor first.

Preview on your website

1. Type the address of any page on your website in the box at the top of the preview, and click Load preview.
2. Click Preview Website to see the page full size with the web messenger on it. Click Exit Preview to go back.

Some websites don’t allow themselves to be shown inside another page. If yours shows “Failed to load website”, the preview can’t show it, but the web messenger still works there.

What happens next

Visitors see your changes the next time they load a page, within about five minutes.

Plans that include it hide the “Powered by Prativani” line at the bottom of the chat window automatically. There’s no setting to change.

Common problems

The preview doesn’t show my pre-chat form or offline message

The preview shows colour, title, logo, greeting, layout and position. Save your changes, then open your website to see the form and offline message.