How to Customize the Chat Widget

In Converge, go to Settings → Platforms → Widget. This is where you control how the chat widget appears and behaves on your website.

Why customization matters: The widget is often the first interaction visitors have with your support team. A customized widget that matches your brand creates a professional, cohesive experience.

What you can customize:

• Brand color: The primary color used throughout the widget
• Welcome message: Greeting shown when the widget opens
• Popup message: Optional message shown next to the chat bubble to invite visitors to chat
• Profile collection: Ask for customer email or phone before chatting
• FAQ / Q&A: Self-service knowledge base within the widget
• Suggested messages: Pre-defined conversation starters for visitors

Start by customizing the visual appearance to match your brand identity.

Brand color: Choose your primary brand color using a hex code (e.g., #6366F1). This color is used for the chat bubble, send button, and accent elements throughout the widget. For consistency, use the same color from your website.

Welcome message: This is the first message visitors see when they open the widget. Make it friendly and helpful:

• Friendly: "Hi there! How can we help you today?"
• Helpful: "Questions about our product? We're here to help!"
• Action-oriented: "Start a conversation and we'll get back to you shortly."

Popup message: This is a small message that appears next to the closed chat bubble to invite visitors to start a conversation. For example: "Have a question? Chat with us!" This is optional — leave it blank if you prefer a quieter experience.

Profile collection lets you gather visitor information before the chat starts, while FAQ provides self-service answers.

Profile collection: You can optionally require visitors to provide their email address or phone number before starting a conversation. This helps you follow up later and creates a customer profile automatically.

• Email collection: Useful for follow-up and sending conversation transcripts
• Phone collection: Useful if you offer phone callbacks
• No collection: Visitors can chat anonymously — lowest friction but no way to follow up if they leave

FAQ / Q&A: Add frequently asked questions to the widget so visitors can find answers without waiting for an agent. This reduces your team's workload by letting visitors self-serve for common questions like pricing, hours, or shipping.

Suggested messages: Pre-defined conversation starters appear as clickable buttons when the widget opens. Examples: "I have a billing question", "I need technical help", "I want to learn about pricing". These help visitors start the conversation and give your team immediate context.

After making changes, verify the widget looks and works as expected on your website.

Testing your changes: Open your website where the widget is installed. You should see your brand color on the chat bubble and throughout the widget. Click the bubble to verify the welcome message, FAQ, and suggested messages appear correctly.

What to verify:

• Brand color displays correctly on bubble, buttons, and accents
• Welcome message appears when opening the widget
• Popup message (if set) shows next to the closed bubble
• Profile collection form appears if configured
• FAQ entries are accessible and display correctly
• Suggested messages are clickable and start conversations

Widget analytics: Converge tracks widget interactions including page views, custom events, and the customer journey through your site. This data appears in the customer profile and helps you understand how visitors engage with the widget.

Success indicator: When visitors open the widget and immediately recognize your brand from the colors — and the welcome message and FAQ help them get started quickly — your customization is on point.