Increase your brand identity with customized live chat

Want your live chat to look like part of your brand, not just another support tool? This guide walks you through how to style your chat window — from colors and fonts to logos — so it blends seamlessly with your website and makes a great impression.

Here are 5 simple steps to set up your live chat to make it on brand:

Step 1: Style Your Live Chat Appearance

You can easily customize the live chat style to suit your brand with these advanced configuration options.

Select live chat theme

Go ahead and pick a theme color that matches your brand color. This way, visitors and customers can chat with you while remembering your brand identity.

The theme colors will affect these elements in the chat widget, including:

• Headings in your live chat
• Quick reply suggestions
• Customer response
• Send message button customize-livechat-for-brand

Custom live chat position

Decide where the chat widget should be placed on your website.

You can choose between left and right, define the spacing between your chat widget and corresponding bottom and side edges.

Choose the chat button type

You can customize the appearance of the chat window when it is minimized to a chat button.

You have the option to choose Icon only, Text only, or Text & Icon.

Customize your brand logo

Your brand logo in Chative includes two elements:

1. Team Avatar – the image shown next to your team’s messages
2. Chat Button Icon – the icon displayed on the minimized chat button

These two customizations help personalize your live chat and align it with your brand identity.

Choose who will send the message

If you'd like the customer to see the agent's avatar (instead of the brand logo) during conversations, just turn on the Show member avatars option. This way, the avatar of the responding agent will be displayed.

For a seamless brand experience, you can disable the Show Chative branding option to remove our branding from the chat widget.

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This feature is available in TEAM and BUSINESS plan.

Step 2: Set Up Welcome Message

Welcome message is the first thing your customers will see when they start chatting with you on website . To make that great first impression, you can adjust its text, pop-up style, and even set up pre-replies for them:

Show chat window

By enabling this option, the live chat window will automatically open whenever the customer visits your website. This gives you the opportunity to send the welcome message instantly, encouraging customers to engage with you.

Welcome message

Chative is the only platform packing three ultra-flexible greeting message modes!

Pick from eye-catching display styles, then customize the title and description to match your brand’s voice, turning every visitor’s first hello into a memorable, branded experience.

If you prefer to hide the welcome message, select the first option. For the remaining three choices, you can see the preview directly on the right- hand side.

Reply suggestion

Reply suggestions help customers quickly find a topic to start chatting with you. They also encourage faster interaction and exploration of your product or service.

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Even after enabling the Show agent avatar option in the Appearance setting, reply suggestions will still be sent under the team avatar.

Set timing for welcome message**

You can control when the welcome message appears and whether it includes sound notifications.

Choose to display the welcome message immediately when visitors enter your website or set a delay time for it.

Step 3: Identify Potential Customers

With Chative, you can now smoothly qualify your leads and convert them into customers right from the start of the conversation using a simple form.

This feature allows you to gather essential customer details like name, phone number, email.

You have three display options for this form:

• Disable: Turn off the lead identification form.
• Enable and non-skippable: All visitors must complete this form before engaging in a conversation.
• Enable and skippable: Visitors can either share their information to become a lead or simply proceed as a guest by selecting Continue as guest option

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Once a lead provides their details, the information will be included in their profile.

Step 4: Set Up Live Chat Language

You can choose among 170 languages for your chat widget to provide a smooth experience for your foreign customers.

The widget will display the appropriate language based on your customers' browser language. You can adjust languages in two areas:

• Live chat appearance language: You can add more languages for header text, welcome messages, and lead form intro, etc. To display live chat in additional languages, you can simply add more languages.
• Live chat system language: Customize texts such as "Enter your message," "Enter your name," and more within the Translation settings.

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If the browser language doesn’t match, the chat widget will display the default language.*

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Find out more about how to set up a multilingual live chat.

Step 5: Set Up Live Chat Notification

Your team members and customers will be notified promptly for continued interactions and support.

We highly recommend configuring the following settings so your team won't miss any customers.

• Blink browser tab: The browser tab will blink when you receive a new message.
• Show unread message: Customers will see new messages from you directly on the website
• Pop-up disappears after: Determine how long the unread messages on the website stay visible.
• Place a red circle dot: Notify customers of unread messages by displaying a red circle dot above the chat icon.

Customizing live chat isn’t just about aesthetics, it’s about creating a smoother, more trustworthy connection with your customers. Let Chative help you turn every conversation into a branded experience!