--- title: "Create and Configure Enhanced and Basic Chat (Web)" slug: "configure-enhanced-and-basic-chat" updated: 2026-10-08T16:00:45Z published: 2026-10-08T16:00:45Z canonical: "help.gladly.com/configure-enhanced-and-basic-chat" --- > ## Documentation Index > Fetch the complete documentation index at: https://help.gladly.com/llms.txt > Use this file to discover all available pages before exploring further. # Create and Configure Enhanced and Basic Chat (Web) Enhanced and Basic Chat run on your AI, so it can guide shoppers from browsing to buying and help them after the sale, all in one Conversation. For each Chat, you choose how it looks and launches: **Enhanced** or **Basic**. - **Enhanced** (recommended) uses a Chat bar that invites shoppers into a larger Chat window, and your AI proactively engages shoppers across your site. - **Basic** uses a button that opens a pop-up Chat window styled like the original Chat, and your AI engages only shoppers who reach out. ![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/chat experience enhanceed basic(1).png?sv=2026-02-06&spr=https&st=2026-10-27T08%3A40%3A51Z&se=2026-10-27T09%3A40%3A51Z&sr=c&sp=r&sig=yKi84qfHgSsdlbg5Fjp%2BJCpmTBOpcy4uFebKUBDgGxQ%3D) This article covers creating a Chat, upgrading an existing Chat to Enhanced or Basic, choosing between them, and configuring each option. For the original Chat experience, see Create and Configure Chat (Web). ## Before you start - A Gladly Agent must be connected to the Chat on the Connect Entry Points page. - Your experience is set for each Chat, not for your whole account. To see which experience a Chat uses, go to Settings, select Chat under Channels, and check the Experience column. Chats marked V1 use the original experience. - Moving from Legacy to Basic or Enhanced can affect your billing. Learn more about [billing implications](/product-docs/docs/configure-enhanced-and-basic-chat#moving-from-original-to-basic-or-enhanced-chat-can-have-billing-implications). ## Create a Chat 1. Go to **Settings** and select **Chat** under Channels. 2. Select **Create Chat**. ![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/select create chat.png?sv=2026-02-06&spr=https&st=2026-10-27T08%3A40%3A51Z&se=2026-10-27T09%3A40%3A51Z&sr=c&sp=r&sig=yKi84qfHgSsdlbg5Fjp%2BJCpmTBOpcy4uFebKUBDgGxQ%3D) 3. In the Chat ID field, enter a name to identify the Chat. Your domain name is added to the front of the name, for example [domainname.com](http://domainname.com)-. 4. Select Create. The Configure page opens for the new Chat. ![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/create chat chat id.png?sv=2026-02-06&spr=https&st=2026-10-27T08%3A40%3A51Z&se=2026-10-27T09%3A40%3A51Z&sr=c&sp=r&sig=yKi84qfHgSsdlbg5Fjp%2BJCpmTBOpcy4uFebKUBDgGxQ%3D) The name becomes the Chat ID and appears in the embed code. You can't change it after the Chat is created. Choose a name that helps you identify how or where the Chat is used, such as main-website-usa, with a hyphen or underscore between words. Special characters aren't supported. After you create the Chat, choose its experience and configure it using the sections below. When you save your configuration, a Set up Entry Points message appears. Select **Go to Entry Points** to confirm the Chat is linked to the correct Inbox. ## Compare Enhanced and Basic Both options run on your AI, so both can recommend products and guide shoppers through your site. Both identify the shopper when a conversation is handed off to an Agent. The differences are in how shoppers see and open Chat. | | Enhanced (Recommended) | Basic | | --- | --- | --- | | AI engagement | Proactively engages shoppers across your site | Engages only shoppers who reach out | | Launcher | Chat bar. You can show a button instead on specific pages | Button (icon or text) | | Chat window | Larger window that shoppers can change to a panel or full view | Pop-up window in the bottom left or right corner of the page | | Header | Header image, heading, and subheading | Heading | | Look | Designed for product images and rich content | Closer to the original Chat design | | Display exceptions | Hide Chat, or show a button instead of the Chat bar | Hide Chat | ### See what changes when you upgrade Upgrading changes how Chat looks to shoppers and how it works behind the scenes. - **Look:** Enhanced shows a Chat bar and a larger Chat window. Basic keeps a button and pop-up window, closer to the original Chat. - **Conversation:** Your AI guides shoppers through a conversation. Search and Quick Actions are no longer available. - **Configuration:** The Configure page uses the Display, Style, and Content tabs instead of Configuration, Style, and Text. ![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/original vs enhanced (1).png?sv=2026-02-06&spr=https&st=2026-10-27T08%3A40%3A51Z&se=2026-10-27T09%3A40%3A51Z&sr=c&sp=r&sig=yKi84qfHgSsdlbg5Fjp%2BJCpmTBOpcy4uFebKUBDgGxQ%3D) ## Upgrade to Enhanced or Basic Upgrading is permanent. Once you save, the Chat can't return to the original experience. Search and Quick Actions aren't available in Enhanced or Basic. After you upgrade, shoppers no longer search Answers or select Quick Actions. They get help through a conversation with your AI instead. Because the experience is set for each Chat, you can upgrade one Chat, see how it works on your site, and upgrade others later. 1. Go to **Settings** and select **Chat** under Channels. 2. Find the Chat you want to upgrade. A V1 label in the Experience column means it uses the original experience. 3. Open the actions menu for that Chat and select **Configure**. 4. Select **Enable New Chat Experience**. ![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/enable new chat exp (1).png?sv=2026-02-06&spr=https&st=2026-10-27T08%3A40%3A51Z&se=2026-10-27T09%3A40%3A51Z&sr=c&sp=r&sig=yKi84qfHgSsdlbg5Fjp%2BJCpmTBOpcy4uFebKUBDgGxQ%3D) 5. Select **Save**. 6. In the confirmation message, select **Enable and save**. After you upgrade, the Chat uses Enhanced by default. When you reopen Configure, the Chat experience section appears at the top of the page, and the settings below it change to match the option you choose. To use Basic instead, see Choose Enhanced or Basic. ## Choose Enhanced or Basic You can switch a Chat between Enhanced and Basic at any time. 1. Go to Settings and select Chat under Channels. 2. Open the actions menu for the Chat you want to change and select Configure. 3. In the Chat experience section, select Enhanced or Basic. A preview next to each option shows how Chat looks to shoppers. ![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/chat exp enh or basic.png?sv=2026-02-06&spr=https&st=2026-10-27T08%3A40%3A51Z&se=2026-10-27T09%3A40%3A51Z&sr=c&sp=r&sig=yKi84qfHgSsdlbg5Fjp%2BJCpmTBOpcy4uFebKUBDgGxQ%3D) 4. Select Save. After you switch, review the Display, Style, and Content tabs. The available settings differ between the two options, as described in the next two sections. ## Configure Enhanced Enhanced shows a Chat bar on your site that invites shoppers into a larger Chat window. Your AI proactively engages shoppers across your site. ### Configure Display for Enhanced The Display tab controls which pages show Chat, where it sits on the page, and how shoppers open it. #### Show Chat on all pages 1. In the Display rules section, under Show Chat on, select **All pages**. Chat appears on every page of your site except the exceptions you add. 2. To add an exception, select **Add exception**. 3. Choose how to match the page: **Contains** or **Matches exact**. 4. Enter the URL text to match, such as /checkout. 5. Choose what happens on that page: - **Hide:** Chat doesn't appear on the page. - **Show as button:** A button appears instead of the Chat bar. 6. Repeat for each page, then select Save. If the Chat bar gets in the way on a page, such as a checkout page, show a button instead of hiding Chat. Hiding Chat means your AI can't help shoppers on that page. #### Show Chat on specific pages 1. In the Display rules section, under Show Chat on, select **Specific pages**. Chat appears only on the pages you list. 2. In the Pages section, select **Add page**. 3. Choose how to match the page: **Contains** or **Matches exact**. 4. Enter the URL text to match, such as /checkout. 5. Choose what shoppers see on that page: - **Bar:** The Chat bar appears. - **Button:** A button appears instead of the Chat bar. 6. Repeat for each page, then select Save. Customers with a conversation in progress can always reopen Chat, even on a page where you hide it or don't list it. ![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/display rules (1).png?sv=2026-02-06&spr=https&st=2026-10-27T08%3A40%3A51Z&se=2026-10-27T09%3A40%3A51Z&sr=c&sp=r&sig=yKi84qfHgSsdlbg5Fjp%2BJCpmTBOpcy4uFebKUBDgGxQ%3D) #### Place Chat on the page In the Placement section: - **Chat panel:** When the Chat window is minimized to a panel, set which side of the page it appears on. Choose **Left** or **Right**. - **Z-index (optional):** The stack order of elements, which only gets applied when Chat is minimized. Adjust it only if Chat appears above or below other elements on your site in a way you don't want. ### Configure Style for Enhanced The Style tab changes fonts, borders, shadows, and colors to match your brand. Each setting has a preview beside it. | Section | Setting | What it does | | --- | --- | --- | | Text | Font 1 | Sets the font for the heading and subheading. | | Text | Font 2 | Sets the font for the messages, cards, and input text. | | Border and shadow | Drop shadow | Turns the shadow on or off for the Chat bar, window, and button. | | Border and shadow | Border width | Sets the width of the window border. | | Border and shadow | Border color | Sets the color of the border. | | Border and shadow | Border radius | Rounds the corners of the Chat bar and window, input fields, buttons, message bubbles, and image containers. | | Color | Header background color | Sets the color behind the header. | | Color | Consumer message background color | Sets the background of the shopper's messages. Text turns black or white automatically, whichever reads better on your background color. | | Color | Accent color | Sets the background color of the Chat bar and buttons. | | Color | Button icon and text color | Sets the color of the text or icon on buttons. | | Color | Alert color | Sets the dot that shows on the Chat bar and button when a customer has an unread message. | ![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/border and shadow.png?sv=2026-02-06&spr=https&st=2026-10-27T08%3A40%3A51Z&se=2026-10-27T09%3A40%3A51Z&sr=c&sp=r&sig=yKi84qfHgSsdlbg5Fjp%2BJCpmTBOpcy4uFebKUBDgGxQ%3D) ### Configure Content for Enhanced The Content tab controls what shoppers read in Chat. Its description is "Define what customers see in the Chat bar, button, and window." #### Write Chat bar messages In the Chat bar section, **Input placeholder** holds the messages that cycle in the Chat bar. You can enter up to five. Shoppers see them one after another, like a carousel. ![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/chat bar content.png?sv=2026-02-06&spr=https&st=2026-10-27T08%3A40%3A51Z&se=2026-10-27T09%3A40%3A51Z&sr=c&sp=r&sig=yKi84qfHgSsdlbg5Fjp%2BJCpmTBOpcy4uFebKUBDgGxQ%3D) #### Customize the Chat window | Setting | What it does | | --- | --- | | Header image | Adds an image to the header. Upload a square SVG, PNG, or JPG under 100KB. Your image can be any shape inside it. | | Heading | The primary text in the header. | | Subheading | The secondary text in the header. | | Input placeholder | The text in the message box. | | Privacy policy disclaimer | Shows your disclaimer above the conversation in the Chat window. Off by default. | | Powered by Gladly | Shows "Powered by Gladly" under the message box. | | Attachments | Lets customers upload file attachments. | #### Choose a button style The Button section controls how the button looks wherever the Chat bar isn't shown. Under **Button style**, choose **Icon** or **Text**. #### Edit End Chat messages The End Chat section holds the messages customers see when a Chat has ended: - **Chat ended by Agent or Rule:** When an Agent or a Rule ends the Chat. - **Chat ended by expiration:** When the customer doesn't respond within a threshold time. - **Chat ended by no reply:** When the customer doesn't reply. - **Chat ended by a new Chat:** When the same customer starts a new Chat on another device or browser. Messages can include the customer's name with . Select the link icon in a message to insert a link. #### Edit hover text Hover text appears when a shopper points at an icon or button. You can edit the text for: - Chat button - Attachment icon - Send icon - Hide Chat bar - Change window to full view - Change window to panel view - Hide Chat window ## Configure Basic Basic shows a button that opens a pop-up Chat window, styled closer to the original Chat. Your AI engages only shoppers who reach out. ### Configure Display for Basic The Display tab controls which pages show Chat, where it sits on the page, and how the button looks. #### Choose where Chat appears 1. In the Display rules section, under Show Chat on, select **All pages** or **Specific pages**. - **All pages:** Chat appears on every page of your site except the exceptions you add. - **Specific pages:** Chat appears only on the pages you list. 2. To add an exception, select **Add exception**. 3. Choose how to match the page: **Contains** or **Matches exact**. 4. Enter the URL text to match, such as /checkout. 5. Choose **Hide** so Chat doesn't appear on the page. 6. Repeat for each page, then select Save. Customers with a conversation in progress can always reopen Chat, even on a page where you hide it. #### Place Chat on the page In the Placement section: - **Chat window:** The side of the page the Chat window appears on. Choose **Left** or **Right**. - **Z-index (optional):** The stack order of the Chat button and window on your page. Adjust it only if Chat appears above or below other elements on your site in a way you don't want. #### Choose a button style In the Button section, under **Button style**, choose **Icon** or **Text**. ![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/buttons (1).png?sv=2026-02-06&spr=https&st=2026-10-27T08%3A40%3A51Z&se=2026-10-27T09%3A40%3A51Z&sr=c&sp=r&sig=yKi84qfHgSsdlbg5Fjp%2BJCpmTBOpcy4uFebKUBDgGxQ%3D) ### Configure Style for Basic The Style tab changes fonts, borders, shadows, and colors to match your brand. Each setting has a preview beside it. | Section | Setting | What it does | | --- | --- | --- | | Text | Font 1 | Sets the font for the heading. | | Text | Font 2 | Sets the font for the messages and input text. | | Border and shadow | Drop shadow | Turns the shadow on or off for the window and button. | | Border and shadow | Border width | Sets the width of the window border. | | Border and shadow | Border color | Sets the color of the border. | | Border and shadow | Border radius | Rounds the corners of the Chat window, input fields, buttons, message bubbles, and image containers. | | Color | Consumer message background color | Sets the background of the shopper's messages. Text turns black or white automatically, whichever reads better on your background color. | | Color | Accent color | Sets the background color of buttons. | | Color | Button icon and text color | Sets the color of the text or icon on buttons. | | Color | Alert color | Sets the dot that shows on the Chat button when a customer has an unread message. | ### Configure Content for Basic The Content tab controls what shoppers read in Chat. Its description is "Write what customers see in the Chat button and window." #### Customize the Chat window | Setting | What it does | | --- | --- | | Heading | The primary text in the header. | | Input placeholder | The text in the message box. | | Privacy policy disclaimer | Shows your disclaimer above the conversation in the Chat window. Off by default. | | Powered by Gladly | Shows "Powered by Gladly" above the message box. | | Attachments | Lets customers upload file attachments. | Basic doesn't include a header image or subheading. #### Edit End Chat messages The End Chat section holds the messages customers see when a Chat has ended: - **Chat ended by Agent or Rule:** When an Agent or a Rule ends the Chat. - **Chat ended by expiration:** When the customer doesn't respond within a threshold time. - **Chat ended by no reply:** When the customer doesn't reply. - **Chat ended by a new Chat:** When the same customer starts a new Chat on another device or browser. Messages can include the customer's name with . Select the link icon in a message to insert a link. #### Edit hover text Hover text appears when a shopper points at an icon or button. You can edit the text for: - Chat button - Attachment icon - Send icon - Hide Chat window ### Moving from original to Basic or Enhanced Chat can have billing implications The way billing works doesn't change: you still pay per outcome, once per Conversation, based on the first Session. What changes is your volume, as AI engages in more Conversations to drive resolutions and revenue for your business. A few things drive that. - More resolutions: The AI has better access to your information, so it resolves more of what Customers ask. Resolving more can mean a higher bill, because you're getting more done. - How visible the AI is: The more exposed the AI is on your site (Enhanced's persistent Chat bar versus the corner widget), the more Conversations run through it. Higher Conversation volume can affect your bill. - Where onboarding sits: You can now configure where onboarding happens. Placing it later gives Customers a more frictionless experience, but it can also increase the number of AI Conversations, which can affect your bill. - Around-the-clock coverage: If you set the AI up to run 24/7 in your business rules, more Conversations go through it outside business hours, which increases your billable volume. Learn more about what [changes to expect](https://help.gladly.com/docs/what-is-agentic-commerce#review-what-changes-from-the-original-chat) when you upgrade your Chat experience. *Conversation* or *Conversations* (with a capital "C") provides a holistic view of Customer communications and interactions contained in the Conversation Timeline.