Customize text

Customizing shopper-facing text in On-site Chat 🔤

In the Customize Text tab under the On-Site Chat Settings, you can customize the strings that appear in On-site Chat, including terms to describe your store teams, first messages, and links to customer service.

Here you can select whether to use all default text or add custom text to provide a more branded Virtual Shopping experience.

Default text

Once you have completed the retailer creation flow, On-site Chat will automatically begin using default text. This is the standard and recommended Virtual Shopping copy.

Custom text

If you choose to customize the text, you will need to update the custom text for each language you have set the plugin to use. Settings will pull in the languages you enabled in Supported Languages. If no additional languages have been added, the default language will be English.

Custom text may not appear straight away in the On-site Chat plugin unless you clear your browser's cache.

Here is a full list of text that you can customize, along with character limits for each string:

Term	Custom Text	Example	Character Limit
Header - title (expanded)	header.title	Ask our in-store team	50
Header - body bold	header.introduction.askStrong	Message us	50
Header - body normal	header.introduction.askNormal	For advice, photos and videos from the store	150
Welcome message (available)	message.initial.starter.available.multiple and message.initial.starter.available.single	How can we help?	40
Welcome message (busy)	message.initial.starter.busy.multiple and message.initial.starter.busy.single	How can we help? Our team is busy in-store right now, but they'll get back to you if you leave a message	170
Welcome message (closed)	message.initial.starter.closed.multiple and message.initial.starter.closed.single	How can we help? The store is closed right now, but they'll get back to you if you leave a message	170
Customer Services link	linkText.customerService	Looking for customer services?	70

Once complete, you will need to save any new changes.

Any fields left blank will revert to the default copy.

It is not possible to add line breaks in your customized text, as this can break the layout of the On-site Chat.

It is also not possible to customize or change the font, size, color, weight, and style.