Designing Chat

You can set the look and feel of your Chat to conform to brand guidelines and preview while configuring Chat.
Chat automatically sets ADA-compliant text colors.
We recommend configuring Chat to display on the bottom right-hand side of your site using the chat icon.
We recommend using the default Gladly minimized icon. Still, if you'd like greater control over this design, you can code a custom button on your website to call the Chat API.

Configuring Chat

Chat is designed to give you control over how it looks and behaves. Below is a short list of suggestions for configuring certain parts of Chat. Use the illustrations on the configuration page to help you visualize what you're configuring.

Chat Hours

Chat is hidden on days marked as "closed." Mark non-support days if you have any.
- Self-service content will remain available after hours but without the option to chat.

Minimized Chat Button

Use the icon option. If you choose text, keep the text short.

Greetings

Greeting messages are pre-populated with a recommended text.
If Onboarding is enabled and you are asking for a Customer's email to start chat, we recommend that your message contain wording stating that the Customer's email will not be used for any purpose other than finding their profile/account.

Chat Unavailable Message (HTML or Plain Text)

This is the text displayed when Customers click on the chat icon outside your normal operating hours or if chat is unavailable/throttled. It can be configured using plain text or HTML.

Embed a web form
Embed webforms like Jotform or Formstack in the Message text box.

HTML

To create a structure for the displayed text, you should use HTML.
Contact options for assistance, including text, email, and phone support hours.

The HTML for the text above will look like the code below. This is what you would enter in the text field:

<h3>👋 We are here to help. </h3>
<p>
We make it easy for you to contact us on whichever channel you prefer! 
Just like if you were talking to a friend.
</p>
<p style="font-weight:bold !important">Quickest Ways to Reach Us</p>
<p><a href="sms://+15555551234">Send us a text message</a></p>
<p><a href="mailto:test@test.com">Shoot us an email</a></p>
<hr />
<p>Phone Hours 9AM - 6PM EST</p>
<a href="tel:123-456-7890">Call Us</a>

MarkupCopy

Use a tool like HTML Code Editor to test and preview your code.

Plain Text

If you use plain text, just enter the text in the field. Chat will display the message in plain text.

Message indicating missed chat opportunity and encouraging future contact for assistance.

Proactive Chat

Proactive Chat allows Chat to initiate a note or message to your website visitor proactively.

Configure Proactive Chat on pages that generate the most customer questions (e.g., product comparison page)
Open Chat proactively within 30 seconds to keep your Customer engaged.
Proactive Chat will open Chat on mobile and desktop.

Custom icon

Set up and configure a custom icon for Proactive Chat using the information below:

Automatic Chat authentication

Have Chat automatically recognize and authenticate Customers if logged into their web account. If they use Chat, they won't be asked for their name or email address.

Why is Chat not appearing on any of our webpages?