Set up your chatbot's name, avatar, business information, opening message, and language. These settings shape who your chatbot is and how it introduces itself.
How to get there: Go to Setup → Chatbot in the top menu → click your chatbot → Identity section in the sidebar.
Found in the Identity → Name & Avatar tab.
Upload a custom avatar or logo to display at the top of your chatbot. This is the image visitors see in the chat header. Recommended size: 200x200 pixels.
Accepted formats: JPG, PNG, WebP, GIF (animated GIFs stay animated), and SVG. Max 8 MB.
Avatar size: Use the Size toggle to set the pixel size shown in the chat header (1 to 200 px, default 32 px).
Found in the Identity → Business tab. These settings tell the AI about your business so it can answer accurately.
Set how your chatbot communicates. You have two options:
Option 1: Pick a Tone preset from the dropdown.
Tones marked with an emoji are "expressive" — the AI is allowed to use emojis in its replies. The others strip emojis to keep replies on-brand for more formal businesses.
Expressive tones (emojis allowed): Appreciative, Curious, Empathetic, Energetic, Friendly, Humorous, Supportive.
Neutral / formal tones (emojis stripped): Assertive, Authoritative, Conciliatory, Informative, Inspirational, Objective, Persuasive, Professional, Thoughtful, Urgent.
Option 2: Write your own Tone of Voice. Click "Advanced: write a custom Tone of Voice" to describe in your own words how the chatbot should sound (up to 400 characters). For example: "Friendly and conversational. Use short sentences. Avoid jargon. No emojis."
When the custom tone is filled in, it overrides the dropdown preset. Clear it to go back to a preset.
Tell the AI about your business:
"We are a SaaS company that provides customer communication tools for small businesses."
Guide the AI on what topics to prioritize:
"Product features, pricing, integrations, customer support"
Add specific rules:
"Always recommend scheduling a demo for pricing questions. Never discuss competitor products."
Found in the Identity → Opening Message tab.
The first message visitors see when they open the chat. Make it welcoming and helpful:
"Hi! I'm here to help answer your questions about [Your Company]. What would you like to know?"
Text shown in the message input field before the visitor types:
"Type your question here..."
Found in the Identity → Language tab.
Enable to automatically detect and respond in the visitor's language. The AI translates its responses while keeping answers accurate.
Set the primary language for your chatbot. This affects the default UI text and conversation starters.