Clicking the Text & Language tab in your site settings will allow you to customise a large number of pre-defined text options that will be displayed to visitors in certain scenarios.

If nothing is entered in a specific text box, the default content will be displayed to you in grey.

Initially, you'll be able to change a number of text elements for the ChatBox:

ChatBox text

  • Welcome Title - This is the initial welcome message displayed to the visitor when they first open the ChatBox.
  • Welcome Text - This is the initial text displayed under the title when the visitor first opens the ChatBox.
  • Welcome Text (when offline) - This is the initial text displayed under the title when the visitor first opens the ChatBox, if all agents are offline and offline chats are enabled for your site.
  • Reply Time (less than 60 seconds) - A description of how long it usually takes messages to be replied to, when the average first response time is less than 60 seconds.
  • Reply Time (less than 5 minutes) - A description of how long it usually takes messages to be replied to, when the average first response time is less than 5 minutes.
  • Reply Time (less than half an hour) - A description of how long it usually takes messages to be replied to, when the average first response time is less than half an hour.
  • Reply Time (less than an hour) - A description of how long it usually takes messages to be replied to, when the average first response time is less than 1 hour.
  • Reply Time (more than an hour) - A description of how long it usually takes messages to be replied to, when the average first response time is more than 1 hour.
  • Enter name - This text is displayed to the visitor as a prompt to enter their name before starting a chat.
  • Enter e-mail address - This text is displayed to the visitor as a prompt to enter their e-mail address before starting a chat.

Additional elements can be configured after:

Additional ChatBox text

  • Visitor details submit button - This is the text for the button displayed to the user to click and start a new chat.
  • Select a department - This text will be displayed to choose a department if this is required to start a chat.
  • Placeholder text for message input - This appears in the message input box when no message has been entered.
  • Header Text - This text is displayed at the top of the ChatBox once a chat has been started.
  • Full Screen Tooltip - This tooltip is displayed when the full screen button is hovered over.
  • Close Full Screen Tooltip - This tooltip is displayed when the close full screen button is hovered over.
  • Minimize Tooltip - This tooltip is displayed when the minimize button is hovered over.
  • End Chat Tooltip - This tooltip is displayed when the end chat button is hovered over.
  • Close Tooltip - This tooltip is displayed when the close button is hovered over.
  • End chat confirmation title - This title is displayed to ask the visitor if they wish to end their chat.
  • End chat confirmation text - This text is displayed below the title asking the visitor if they wish to end their chat.
  • End chat positive button - This text is displayed on the end chat button.
  • End chat negative button - This text is displayed on the cancel button.
  • Chat ended message - This text is displayed to the visitor when their chat has been ended.

Finally, you'll be able to configure some additional text elements for ratings and transcripts:

Final text options

  • Placeholder for e-mail address - This text is displayed to the visitor when their chat has been ended, prompting the user to enter an e-mail address to receive a transcript.
  • Send transcript button - This text is displayed on the button to the visitor that prompts them to send a transcript to their entered e-mail address.
  • Rating Question - This text is displayed to ask the user to rate a chat out of 5 stars.
  • Rating Confirmation Text - This text is displayed after the visitor has rated a chat.
  • Tray text - This text is displayed in the tray (or tooltip on badge style).
  • Tray text (when offline) - This text is displayed in the tray (or tooltip on badge style) when offline chats are enabled and nobody is online.
  • Tray text (when minimized) - The text displayed in the tray (or tooltip on badge style) when it has been minimized.
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