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How To Customise Chat

Last updated July 3, 2026

You can customise Chat from the main Chat settings page in Dashboard. The page is organised into tabs so you can manage design, launcher settings, behaviour, and analytics.

Chat Tab

Use the Chat tab to adjust the main chat experience. Depending on your setup, this can include:

  • Chat name
  • Welcome message
  • Avatar settings
  • Header colours
  • General chat styling

Launcher Tab

Use the Launcher tab to control how Chat appears on your website before a customer opens it. You can usually change:

  • Launcher icon
  • Custom icon upload
  • Launcher size
  • Launcher background colour
  • Launcher border colour
  • Launcher border thickness
  • Whether the launcher shows a shadow
  • Launcher position on desktop
  • Launcher position on mobile

You can also decide whether Chat appears:

  • On desktop
  • On mobile
  • With a 24/7 availability indicator

Behaviour Tab

Use the Behaviour tab to control what Chat can do. You can turn features on or off, including:

  • Inventory lookup
  • Article lookup
  • Offer lookup
  • External research
  • Enquiry capture
  • Contact details (see below)
  • Location contact details
  • Nudges (see below)

Contact Details

Under Contact Details you control which numbers and emails Chat can share.

  • Share group phone number — when on, Chat can give visitors your main/group contact number. Turn it off to always route customers to the relevant dealership instead. With it off, Chat uses your location details to find the right dealership for what the customer is asking about — including by brand (for example, a Lamborghini enquiry is directed to your Lamborghini dealership). If Chat can't work out which dealership to point to, it asks the customer to narrow it down rather than falling back to the main line.
  • Filter by location tag — optional. If set, Chat only searches locations with at least one of these tags. Leave it empty to let Chat consider all your locations.

Nudges

Nudges are gentle prompts that invite a visitor to start chatting at the right moment — for example, after they've been looking at a vehicle, or a "Help me find my car" prompt that kicks off a guided vehicle search. Turn Nudges on in the Behaviour tab to use them, and enable the specific moments you want them to appear.

Consent Settings

If you want customers to accept a message before using Chat, enable consent mode. You can customise:

  • The consent title
  • The consent message
  • The consent button label
  • Whether to show an avatar
  • Consent button colours

Tips For Good Setup

Keep your Chat setup simple and useful. Good practice includes:

  • Using a clear chat name
  • Writing a short welcome message
  • Making sure colours match your brand
  • Only enabling tools you want customers to use
  • Reviewing the consent message for clarity

Use Preview Before Saving

Always review the preview before publishing major changes. This helps you confirm:

  • The launcher looks right
  • Colours are readable
  • The chat panel feels on-brand
  • The experience works well on both desktop and mobile

If You Upload Custom Icons

For the best result:

  • Use PNG or SVG files
  • Use a transparent background where possible
  • Use a clear, simple icon
  • Keep the file size small enough to load quickly

Progressive Rollout Reminder

Some customisation controls may appear later as Chat continues to roll out across more showrooms.

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