Customize and Use Chat

Transpond chat helps teams communicate faster, stay organized, and deliver a more consistent customer experience. Whether you’re answering questions, sharing updates, or collaborating internally, chat gives you a central place to keep conversations moving without switching between tools.

This article explains how to customize and use chat in Transpond so it works the way your team does. You’ll learn how to adjust chat settings, personalize the experience for your workflows, and use key features that help your team respond more efficiently and confidently. By tailoring chat to your needs, you can reduce repetitive work, improve communication, and make it easier for everyone to stay aligned.

Open your Chat settings

Open Conversations
Click your Inbox name
Go to Channels
Select your Chat Channel

From here, you can manage all chat customization options.

Choose where Chat appears

To control which websites or pages show your chat widget:

Open your Chat Channel
Go to Websites
Check or uncheck the websites where Chat should appear
Click Save Websites

You can also copy your tracking script from this section if needed.

To update the appearance of your widget:

Open your Chat Channel
Go to Design

From here you can:

Choose a theme
Upload a custom launcher logo
Set the widget position (left or right)
Configure the displayed agent or bot name
Add a custom profile image

These settings help your chat experience feel more consistent with your brand.

If you only want Chat to appear on certain pages:

Open your Chat Channel
Go to Visibility
Use:
- Inclusions to show Chat on specific pages
- Exclusions to hide Chat on specific pages

This is useful for showing Chat only on high-intent pages like pricing or support.

Set agent availability

You can choose whether chat availability is controlled manually or by a schedule.

Open your Chat Channel
Go to Agent Availability
Choose:

Based on user availability
Based on a schedule

If using schedules, you can also set working hours and time zones.

Configure availability messages

Availability messages let visitors know whether your team is online.

Open your Chat Channel
Go to Availability Messages

You can customize:

Online messages
Away messages
Out-of-hours messages
Whether the widget should remain visible when offline

Set welcome messages

Welcome messages appear when visitors first open the chat widget.

Open your Chat Channel
Go to Welcome Messages
Customize the messages shown to visitors

This is commonly used to greet visitors or request their email address before starting a conversation.

Create chat prompts

Prompts help encourage visitors to start conversations.

To create a prompt

Open your Chat Channel
Go to Prompts
Click + New Prompt
Enter your prompt message
Choose where and when it should appear
Save and activate the prompt

Common examples include:

“Need help with pricing?”
“Want to schedule a demo?”
“Have a question?”

Next steps

Once your chat widget is configured, you can:

Respond to conversations from your Inbox
Add AI Assistants to automate replies
Refine prompts and messaging over time

A well-configured chat experience makes it easier for visitors to get help while keeping conversations organized for your team.