> For the complete documentation index, see [llms.txt](https://distance.gitbook.io/distance/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://distance.gitbook.io/distance/getting-started/automations/live-chat-setup/customizing-your-live-chat.md).

# Customizing your live chat

### **Introduction**

**Live chat** configuration allow you to customize how customers interact with your business through the chat widget. You can enable different contact methods, configure what information is collected, and adjust the widget’s appearance to match your branding and workflow.

<div data-with-frame="true"><figure><img src="/files/aQTCV71jEFAb4H0wzimX" alt=""><figcaption></figcaption></figure></div>

This helps ensure visitors have a clear and consistent experience while giving your team the flexibility to capture the right information and respond effectively.

***

### **How to access live chat settings**

Go to **Automations** from the left sidebar, then navigate to the **Your automations** tab.

<div data-with-frame="true"><figure><img src="/files/yrVZCRxhz4CiFMVrtWZG" alt=""><figcaption></figcaption></figure></div>

Click **Edit** next to **Live chat**.

<div data-with-frame="true"><figure><img src="/files/H0kGkMzrOEHOb178vh28" alt=""><figcaption></figcaption></figure></div>

A side panel will open on the right side of the page.

<div data-with-frame="true"><figure><img src="/files/cdAkEKzSnyGYHJ1xPc02" alt=""><figcaption></figcaption></figure></div>

From here, you can change the assigned **AI Chat agent** for live chat using the **Assigned agent** dropdown if multiple chat agents are available.

<div data-with-frame="true"><figure><img src="/files/iKtww8vezIU4UEiC950g" alt=""><figcaption></figcaption></figure></div>

Click **Customize live chat** **widget** to open the **Live chat** configuration page.

<div data-with-frame="true"><figure><img src="/files/RD4KLXnXj8oiKPMTfKyP" alt=""><figcaption></figcaption></figure></div>

The **Live chat** configuration page is where you customize how your chat widget appears and behaves for website visitors.

<div data-with-frame="true"><figure><img src="/files/fz2gCNC0Z5UVBOiDXjQO" alt=""><figcaption></figcaption></figure></div>

From here, you can configure contact methods, adjust widget appearance, manage pre-chat forms, and preview how the experience will appear before publishing your changes.

***

### **Contact options**

The **Contact options** section lets you enable and customize the different ways visitors can reach your business.

<div data-with-frame="true"><figure><img src="/files/hw2cZ1DOy2ElCSOpsTzn" alt=""><figcaption></figcaption></figure></div>

#### **Chat with us**

Enable **Chat with us** to allow visitors to start a live chat conversation.

<div data-with-frame="true"><figure><img src="/files/zaiktOaUls15gccVMnCl" alt=""><figcaption></figcaption></figure></div>

You can configure the following:

* **Upload profile picture**
* **Upload banner** (JPG or PNG under 5 MB)
* **First message** (default: “Hi, how can I help you?”)

**Pre-chat form** - Enable to collect visitor information before the chat begins.

<div data-with-frame="true"><figure><img src="/files/JiPCNBpfdFzltIR6BSnd" alt=""><figcaption></figcaption></figure></div>

You can configure:

* **Header** (default: “Before we start”)
* **Ask for their name**
* **Ask for their email**
* **Ask for their phone number**

#### **Text us**

Enable **Text us** to allow visitors to submit their details and receive a response via SMS.

<div data-with-frame="true"><figure><img src="/files/zCmfXrkSWsL8fGQzKXhP" alt=""><figcaption></figcaption></figure></div>

You can configure:

* **Header** (default: “Text us”)
* **Header text** (default: “Enter your information, and our team will text you shortly.”)
* **Collect full name**
* **Collect phone number**
* **Button text** (default: “Submit”)
* **Consent text** (default includes messaging authorization notice)
* **Success message** (default: “Thanks! Our team will be texting you back soon.”)

#### **Contact us**

Enable **Contact us** to provide a form-based contact option.

<div data-with-frame="true"><figure><img src="/files/7BHojU3TIrYY50qtBvLz" alt=""><figcaption></figcaption></figure></div>

You can configure:

* **Header** (default: “Contact us”)
* **Header text** (default: “Enter your information, and our team will text you shortly.”)
* **Form fields**:
  * **Collect full name**
  * **Collect email address**
  * **Collect phone number**
  * **Collect** message
* **Button text** (default: “Send”)
* **Consent text** (default includes messaging consent notice)
* **Success message** (default: “Our team will be in touch as soon as possible.”)

***

### **Live chat settings**

The Live chat settings section controls how the widget appears on your website.

<div data-with-frame="true"><figure><img src="/files/2K2er9ZVR5QBVwFdXtke" alt=""><figcaption></figcaption></figure></div>

You can configure:

* **Display name** - Shown to visitors, defaults to your business name.
* **Show launcher button text** toggle - Controls visibility of the floating button label
* **Button text** - Default: “Chat with us"
* **Widget position** - Right or Left
* **Display style** - Expanded or Collapsed
* **Button color** and **text color** - You can select colors using the color picker or by entering a hex code (for example, #FFFFFF).

***

### **Preview**

On the right side of the page, the **Preview** panel shows how your widget will appear to visitors.

<div data-with-frame="true"><figure><img src="/files/kwmgR4nM3SSZ4cPAKFme" alt=""><figcaption></figcaption></figure></div>

The available preview tabs depend on which contact options are enabled, such as **Chat with us**, **Text us**, or **Contact us**. Switch between tabs to review each experience and confirm your configuration.

<div data-with-frame="true"><figure><img src="/files/h9CZvs51JIKfkrmxpjyk" alt=""><figcaption></figcaption></figure></div>

Use **Save and exit** in the upper-right corner to apply your changes, or click **Cancel** to discard them and return to the Connect channels page.

<div data-with-frame="true"><figure><img src="/files/fXV5oQabIMnplD9wLOLg" alt=""><figcaption></figcaption></figure></div>


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