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Chat general settings

Chat general settings

The Chat Widget settings page (Settings → Chat Widget) is the complete configuration surface for the customer-facing widget. Each section is collapsible, and a live preview reflects your changes.

See also: this page is a section-by-section map of the Chat Widget settings. For appearance and availability details (branding, colors, launcher, business hours) see Widget customization & preview.

Chat Widget settings page

Widget Installation

  • Widget key — your public embed key, with copy and regenerate.

  • Installation method tabs — HTML/JS, React, Vue, Next.js snippets, each with Manual setup and an Install with AI prompt you can hand to a coding assistant.

  • See Embed the widget.

Identity Capture

  • Ask for email before human handoff — when visitors request a person, ask where to send replies.

  • Ask for phone number after email — collect phone too when enabled (requires email capture).

  • Require contact details for handoff — visitors must provide an email before requesting human support; disabled means they can continue without one.

  • Welcome message — the greeting shown when the widget opens.

These rules decide when identity capture prompts appear during chat. Identification also feeds CRM (see Identify visitors from the widget).

Appearance

  • Widget identity — display name and avatar customers see.

  • Logo — image at the top of the widget (512×512 recommended).

  • Colors — primary color, button color, button icon color; color scheme (System/Light/Dark).

  • Launcher — position (bottom right/left) and icon (chat bubble, question mark, help).

  • Show "Powered by Helpin" — footer branding (plan-dependent).

See Widget customization & preview.

Help Center

Choose which docs spaces appear in the widget's Help tab. Only external-capable spaces are selectable. See Linking knowledge sources.

AI Assistant (card)

A summary card showing the current AI mode with a Configure link to the full AI Assistant page (see Support AI settings).

Availability

  • Enable availability schedule — business hours for human-team availability.

  • Timezone and per-day schedule.

  • Outside Hours Message — shown when offline.

  • Reply expectations — the reply-time promise during business hours (few minutes / few hours / within a day / custom minutes) with preview.

  • Outage / maintenance banner — an optional temporary notice shown across the widget.

Chat Features

  • File uploads — allow visitor attachments (max 10 MB).

  • Email notifications — email fallback for visitors who disconnect: from name, delay before sending (seconds after latest team reply), send window (minutes before a reply is too old to email).

See Email channel & email fallback for offline visitors.

Saving

Changes save with the page's save control; the preview updates as you edit, so appearance and copy can be verified before saving.

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