Visitor chat themes and branding

This feature uses

• Image and font librariesEnhances

  Image and font libraries supply brand resources.

• Supported languagesConfigured by

  Supported Languages determines the language choices available when editing theme text.

• Visitor event rules and actionsConfigured by

  Visitor events can select an alternative theme.

• Pre-chat survey for visitorsEnhances

  A pre-chat survey adds an intake form to the themed visitor experience.

• Offline help for visitorsEnhances

  Offline help adds a form, task or information message when live help is unavailable.

• Visitor chat notificationsEnhances

  Optional notifications add reply previews and unread counts to the themed experience.

• Rich content in visitor chatEnhances

  Rich content adds cards and lists to the themed conversation.

• Visitor chat languages and text directionEnhances

  Theme text and some assets can have language-specific values.

• Legacy chat pane settingsRelated

  Legacy panes have separate appearance settings to review before moving to a current theme.

Used by

• Visitor names and session codesConfigured by

  Theme header controls and labels determine how visitors reach their session code.

• Avatar animation and reaction settingsConfigured by

  The visitor's chat theme controls whether the visitor avatar experience is shown.

• Starting, ending and expiring chatsConfigured by

  Chat themes can supply visitor inactivity settings and messages.

• Typing indicators and typing previewConfigured by

  Theme settings supply the visitor-facing operator typing message.

• Chat queueConfigured by

  The selected theme supplies waiting messages and optional action buttons.

• Attachments in conversationsConfigured by

  The visitor theme controls attachment availability.

• Transcripts by email and printConfigured by

  Theme settings control visitor transcript actions, labels and mobile visibility.

• Offline messagesConfigured by

  The active theme controls the offline experience and can override general offline settings.

• Service levels and response timersConfigured by

  Theme settings control automatic Be Right Back messages.

• Chat tabs for visitorsConfigured by

  The selected theme supplies tab images, styling and visibility options.

• Visitor chat paneConfigured by

  Themes supply the pane layout and controls.

• Mobile chatConfigured by

  Themes supply mobile presentation and navigation options.

• Chat accessibility and keyboard navigationConfigured by

  Themes affect focus visibility, readability and proactive focus exclusions.

• Visitor messages and sending feedbackConfigured by

  The active theme sets the message box's fonts, colours and input prompt.

• Visitor chat status and waitingConfigured by

  Themes supply waiting messages and warning presentation.

• Pre-chat survey for visitorsConfigured by

  The theme selects and presents the pre-chat survey.

• Custom fields in visitor formsConfigured by

  Themes supply form colours, including validation borders.

• Offline help for visitorsConfigured by

  Themes define Offline Pane settings and presentation.

• Visitor tracking consent and communication opt-insConfigured by

  The active theme supplies privacy messages and button labels.

• Post-chat survey for web visitorsConfigured by

  The visitor's theme selects ordinary and virtual-assistant surveys.

• Visitor chat notificationsConfigured by

  Theme settings control preview appearance and device availability.

• Chat tasks and topics for visitorsConfigured by

  The theme selects a Pre-Chat Task and its expiry behaviour.

• Rich content in visitor chatConfigured by

  The visitor's theme supplies card and list appearance.

• Product cards in visitor chatConfigured by

  The active theme selects the product-card configuration.

• Order cards in visitor chatConfigured by

  The theme selects the visitor order-card configuration.

• File attachments for visitorsConfigured by

  The active theme controls the attachment menu entry.

• Email and print transcripts for visitorsConfigured by

  The active theme controls visitor transcript menu entries and labels.

• Appointment booking for visitorsConfigured by

  The visitor experience supplies the shared colours and fonts.

• Video Feed for visitorsConfigured by

  Themes select feed content and control visitor playback, discovery and action choices.

• Joining calls and approving Co-BrowseConfigured by

  The theme chooses the available entry controls and their labels.

• Chat avatars and visitor reactionsConfigured by

  The active theme controls avatar display, presentation and bot appearance.

• Streaming AI replies for visitorsConfigured by

  The active theme controls the visitor AI activity indicator.

• Visitor chat languages and text directionConfigured by

  Themes provide language variants of visitor-facing messages.

• Legacy chat pane settingsRelated

  Current themes use a separate configuration path from the legacy pane.

• Previous chat history for visitorsConfigured by

  Themes control timestamps, advisor names and message presentation.

• Proactive chat invitationsConfigured by

  Theme Based pre-chat task selection uses the task chosen in the visitor theme.

• Visitor event updates to customer contextConfigured by

  The selected chat theme defines the visitor experience applied by the event.

• Virtual Assistant task messages and identityConfigured by

  Chat themes can override the assistant name and image.

• Virtual Assistant task previewRequires

  A chat theme is needed to render the preview.

• Product card configuration and shopping actionsConfigured by

  Themes select a reusable card configuration.

• Order card configuration and accessConfigured by

  Themes select the visitor's card configuration.

• PCI Payment Form in web chatConfigured by

  Chat themes can customise the visitor invitation message and button.

• Image and font librariesRelated

  Apply library images and fonts through the visitor theme settings.