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Customize every aspect of the InsiteChat chat widget to match your brand and user-experience needs. All customization is done from the Embed tab in your chatbot dashboard — brand color, fonts, icon shape, auto-open behavior, persona, language, RTL layout, and white-label watermark removal (on Growth+ plans).

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Appearance

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Position & icon

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Auto-open

Automatically open the chat widget after a configurable delay. Auto-open triggers once per browser session (uses sessionStorage). Visitors who manually close the widget won’t see it auto-open again until they start a new session.

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Chat modes

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Personas

Define your chatbot’s personality:
  • Default — Neutral, helpful tone
  • Friendly — Warm, welcoming, empathetic
  • Professional — Formal, precise, business-appropriate
  • Casual — Relaxed, conversational, approachable
  • Inspirational — Enthusiastic, motivational, uplifting
  • Custom — Write your own personality description

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RTL mode

Enable right-to-left text direction for Arabic, Hebrew, Urdu, and other RTL languages. When enabled, the entire widget layout flips — text alignment, message bubbles, and input direction all adjust automatically.

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Localization

Customize all 14 UI text strings for any language: Add up to 5 starter items that appear as clickable buttons before the visitor sends their first message. Each item is one of two types:
  • Question — clicking sends the text as a message to your chatbot.
  • Link — clicking opens a URL in a new tab (great for pricing pages, demo bookings, or your contact form).
These reduce the “blank page” problem and guide visitors toward what matters most.
1

Go to the embed tab

Select your chatbot and open the Embed tab, then switch to the Content sub-tab.
2

Find starter questions & links

Scroll to Starter Questions & Links.
3

Pick a type

Choose Question or Link at the top of the editor.
4

Add the item

For a question, type the question and click Add question. For a link, type the button label, paste the destination URL, and click Add link.
5

Reorder or remove

Click the × button next to any item to remove it. You can mix questions and links freely up to 5 total.
6

Save

Click Save Customization. Starter items appear immediately in your chat widget.
Starter items appear only before the first message. Once the visitor sends their first message, AI-generated follow-up suggestions take over (if Smart Follow-ups are enabled).
Fewer than 3 feels under-built; more than 5 overwhelms the visitor and pushes the input field below the fold on small screens. 3 questions + 1 link is a great starting mix for most sites.
Good: “How much does it cost?” or “Do you offer refunds?”. Bad: “Pricing” or “Refund policy” (those are page titles, not questions). The closer the wording matches what a visitor would actually ask, the more natural the chip-to-conversation flow feels.
Open the Conversations tab weekly. If the same question keeps coming up but isn’t a starter item, promote it. If a starter item never gets clicked, replace it. Starter items should reflect the current top intents, not what you guessed at launch.
Long button labels wrap awkwardly on narrow screens. Keep labels under ~40 characters. After saving, open the live widget on your phone to confirm everything fits — what reads cleanly on a 1440px monitor often breaks on a 375px screen.
Pair starter items with Smart Follow-ups (below). Starter items handle the first click; smart follow-ups carry the conversation from there.

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Follow-up buttons (persistent ctas)

Add up to 3 buttons that appear after every bot reply, not just the first message. Use these for the call-to-action you want available throughout the entire conversation. Each button is one of three types:
  • Question — clicking sends a pre-written message to your chatbot (the message can differ from the visible label, e.g. label “See pricing” → message “What are your pricing plans?”).
  • Link — clicking opens a URL in a new tab.
  • Escalate — clicking notifies your team and shows a custom confirmation to the visitor.
Unlike starter questions (which only appear before the first message) and smart follow-ups (which the AI invents per-reply), follow-up buttons are operator-controlled and persistent — visitors always see them, on every turn.
1

Go to the embed → content tab

Open your chatbot’s Embed tab and switch to the Content sub-tab.
2

Find follow-up buttons

Scroll past Starter Questions & Links to the Follow-up Buttons section.
3

Pick a type

Choose Question, Link, or Escalate at the top of the editor.
4

Configure the button

  • Question: enter the button label and an optional message that gets sent (defaults to the label if blank).
  • Link: enter the button label and the destination URL.
  • Escalate: enter the button label and an optional confirmation message shown after escalating.
5

Add and save

Click Add, then Save Changes. Repeat up to 3 buttons total. Each button shows after every bot reply in the live widget.

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When to use which

Set the visible label short (“See pricing”) and the sent message specific (“What are your pricing plans for the Growth plan?”). Visitors get a tidy CTA; the AI gets a precise question. This is the cleanest way to push a conversation toward your highest-converting topics without forcing the visitor to phrase the question themselves.
Set the confirmation message to match your real handoff time (“A specialist will reach out within 1 business day” beats the generic default). Pair this with Lead Capture so you actually get an email to follow up.
The first button gets the most clicks. Put your most-converting action first (usually book-a-demo or escalate, not “see docs”). Three buttons stay readable on mobile; four pushes the input field down too far.
Follow-up buttons are guaranteed to appear and behave the way you set them — they’re operator-controlled. Smart Follow-ups are AI-generated and contextual to the last reply. Use both: persistent buttons for your top CTAs, smart follow-ups to keep the conversation moving on whatever the visitor just asked.
For a turn-key escalation experience — inline “Connect to an agent” CTA after every reply, multi-recipient email alerts, a dedicated triage dashboard, and analytics — see Human Support & Escalation.

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Smart follow-ups

When enabled, the AI generates relevant follow-up questions after each response, displayed as clickable suggestion buttons. Configure the number of suggestions (1–5).

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Source citations

Toggle to show clickable source links below bot responses, so visitors can verify answers against the original content.

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Hide feedback

Toggle off the thumbs-up / thumbs-down feedback buttons on bot messages. Useful if you prefer a cleaner interface or don’t need per-message feedback.

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Watermark / branding

Growth and above can set a custom watermark text (e.g., “Powered by Your Company”) and a custom link URL.

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Session timeout

Auto-expire conversations after a period of inactivity (0–1440 minutes). When a visitor returns after the timeout, they start a fresh conversation. Set to 0 to disable.

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Conversation history

When enabled, visitors can see and resume their past conversations via a clock icon in the header. Past sessions are stored in the visitor’s browser (localStorage, max 10 sessions).