Open the correct website#
Sign in as an owner or admin, select the workspace, open Websites, and choose the website. In its Appearance tab, you can see the settings available for that plan.
The portal's Light/Dark toggle changes your workspace interface only. The widget's Color theme setting determines what visitors see on the selected website. If you manage several domains, configure and check each separately; changing one website does not update all of them.
Know which controls are included#
| Setting | Availability |
|---|---|
| Helpful / not helpful feedback | All plans |
| Light widget theme | All plans |
| Dark widget theme | Business and Scale |
| Agent name and avatar URL | Scale |
| Remove Reesponder attribution | Scale |
When a plan does not include custom identity, the widget uses Support and Reesponder attribution. A previously saved option cannot override the workspace's plan entitlement.
Save and check the result#
- Choose the available Color theme.
- On Scale, enter an Agent name and, if useful, a publicly reachable HTTPS Avatar URL.
- On Scale, choose whether to Remove Reesponder attribution.
- Set Collect helpful / not helpful feedback.
- Select Save appearance, then reload the public website.
The agent name accepts up to 60 characters. The avatar is loaded from the URL you supply; saving a URL does not upload or host the file for you. Use a stable image that is appropriate for the business and works without authentication.
What feedback changes#
When enabled, feedback controls let the visitor mark the conversation helpful or not helpful. The rating appears with retained conversations and contributes to support analytics. Turning feedback off hides those customer controls; it does not train the assistant or replace a correction to Knowledge.
Read the relevant transcript before changing a fact based on a negative rating. A disappointing answer can come from an unavailable Action, an unclear question or a missing policy rather than incorrect wording.
Keep identity and behavior separate#
The agent name, avatar and theme affect presentation. They do not change the business facts, the assistant's intelligence, its Action permissions or the requirement for confirmation before a handoff request. AI disclosure remains part of the widget experience.
If saved appearance does not show, verify that you opened the configured domain and reloaded the public page. Check the plan and whether the image URL is publicly reachable. Do not replace the installation token for an appearance change: the installation code stays the same.
Worked example: changing the portal theme did not change chat#
An administrator selects Dark in the portal and expects a customer's widget to change. That control affects the administrator's browser interface only. They open Websites, choose the intended domain and use its Appearance tab to set the customer-facing Color theme that the plan supports.
After Save appearance, they reload a published customer page in a visitor session and inspect the result there. If the chosen dark widget theme is not included by the workspace's plan, the administrator reviews the supported settings instead of inserting unsupported CSS into the widget. The business can then test its permitted theme on real product and checkout backgrounds, as described below.
Accept a visible change on the intended website#
Record which website and appearance settings were saved, then compare the public result with that configuration. Use the same published route and visitor state for a before-and-after check. If an old avatar remains, inspect the requested asset URL and cache; if a field is rejected, inspect the saved result and current entitlement.
Do not change unrelated installation credentials to repair presentation. For a site layout conflict, involve the website maintainer and use the supported appearance controls. The detailed acceptance test below covers keyboard, fixed-page controls and narrow viewports, which a desktop screenshot of an unopened launcher cannot establish.
Test appearance on the pages that make it difficult#
A blank desktop page is a poor test environment for a support widget. Choose a bright product image, a dark hero, a page with an important fixed control and a narrow phone viewport. Open the chat in each setting and verify that the launcher, close control, input and reply text remain identifiable. If a background makes the interface difficult to use, compare the permitted light and dark choices on that actual page.
On a phone, check the viewport with the keyboard open as well as closed. A visitor needs to reach the message input and see the relevant conversation, not merely admire the unopened launcher. Also check whether your own site's fixed navigation or checkout controls compete for space. Changes in your page layout may need attention in the website itself; do not invent unsupported widget positioning or arbitrary CSS injection controls as the remedy.
Keep the acceptance result tied to the selected website and save date. A screenshot from a different store does not prove the intended configuration was applied. After a plan change, repeat the visible check because supported theme or identity controls can change with entitlement. Appearance does not change the underlying answer intelligence, source coverage or authorized connected operations. Use this test to assess recognizability and usability, while checking business capability through the appropriate Knowledge and Action procedures.
Prepare a public avatar that works at small size#
For Scale customization, choose a concise recognizable agent name rather than a long sentence. The field accepts up to 60 characters, but the practical goal is a readable mobile header. Put policy explanations or human response expectations into the appropriate business information, not into the name. A custom identity should not misleadingly present an automated assistant as a live employee.
The avatar control expects a URL, not a hosted upload. Use a stable public asset your business controls. Test its address in a visitor browser without an administrator session. A private media-library preview or temporary signed link can fail for customers even when it looks correct to the person editing it. Keep credentials and unnecessary personal information out of the URL. If the image does not load, inspect the browser request and relevant website policy rather than replacing unrelated installation credentials.
A detailed banner with small lettering rarely survives avatar sizing. Use an asset whose important shape remains recognizable when reduced and cropped. Check the actual rendered result on desktop and phone after saving. If the previous image remains, compare the requested URL and asset cache before changing the agent name or token. Keep the public source asset available as long as the configuration points to it, so a routine media cleanup does not leave the live widget with a broken avatar.
Example: use feedback to improve a real answer#
Suppose several customers mark an answer about opening hours unhelpful. Read an available retained conversation and compare the answer with the source. Perhaps the business has different weekend hours, or the question concerned a location with a separate schedule. A helpfulness rating identifies a result worth reviewing; it does not automatically edit Knowledge or certify that every positively rated answer is correct.
Correct the relevant approved fact or answering boundary, then run a focused test containing the previously missed case. If the source was crawled, inspect the stored document and refresh appropriately. If it was a manual entry, save the changed text and verify the next answer. Keep earlier conversation evidence unchanged: a new source correction improves subsequent answers rather than rewriting what a past customer saw. Record the cause and outcome, not just that a feedback toggle was switched.
If your business disables feedback collection, treat it as a presentation and collection decision. It does not erase existing transcript content or change conversation-counting rules. Review the current Privacy and retention settings for those separate purposes. After any appearance save, verify the public result with a fresh reload. If a setting is rejected, read the notice and current plan entitlement; a local field value is not proof that the service accepted an unsupported customization.
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