The configuration decides how the conversation looks and behaves. You set it up once, and it applies on every platform where you deploy Conversation SDK. Some settings, such as the call-to-action or display conditions, apply to the Widget only. Each setting below shows where it applies.

To open the configuration, go to Automate → Channels and click Configure on the Conversation SDK card. The preview next to the form shows your changes before you save them.

Regions

If your AI Agent has more than one region, you configure each region separately. Use the region selector at the top of the page to switch between them.

Customers see the configuration of the region that matches their locale. You can set the locale in code, see Customer data & context.
To turn a region on or off, use Enable the Conversation SDK channel for the … region on the General tab. The default region is always on.
The AI Agent uses all configured languages, even when a region is off.

Save stores the configuration of all regions at once.

General

Setting	What it does	Applies to
Title	Title in the chat header.	All platforms
Description	Text under the title in the chat header.	All platforms
Text input placeholder	Hint shown in the empty message field, for example "Write to reply...".	All platforms
Message's author	Whether messages show the author's first name, first and last name, or no name.	All platforms
Brand	Your logo, shown in the chat header. Upload a JPG, PNG or GIF, at least 200×200 px and up to 2 MB. Use a square logo, because wide logos may not display properly.	All platforms

CTA

The CTA (call-to-action) is the chat button and the prompts next to it. You set it up separately for desktop and mobile.

Applies to: Widget only.

Setting	What it does
Type of the CTA	Desktop: an icon, or an icon with a label. Set the label text in CTA Label.
Icon alignment	Mobile: bottom-left, bottom-right, sticky-left, sticky-right, or no icon.
Alignment	Desktop: bottom-left or bottom-right corner of the screen.
Paddings	Distance of the chat button from the edges of the screen.
Show widget after	Delay before the chat button appears after the page loads.
Chat prompts	A short message shown next to the chat button after a delay, to invite customers to the conversation. On desktop it has a header and a text, on mobile one or more lines.
Allow closing proactive prompts	Let customers close the prompts.

⚠️
On mobile, if you hide both the icon and the prompts, customers can't start a conversation.

Design

Setting	What it does	Applies to
Color modes	Light theme, dark theme, or the customer's system setting. You can set colors separately for light and dark.	All platforms
Primary color	Color of the main accents, the customer's message bubbles and the send button.	All platforms
Font color	Text color in the customer's messages.	All platforms
CTA color	Background color of the chat button.	Widget
Voice blob color	Color of the animation shown during voice conversations. Visible only when Hello is enabled for your account.	All platforms
Rounded corners	Rounded or square corners of the chat elements.	All platforms
Default widget size	Whether the chat window opens collapsed or expanded.	Widget
Enable widget resizing	Let customers switch the chat window between the collapsed and expanded size.	Widget
Show brand welcome element	Show a welcome section with your Brand Header and Brand Subheader in the chat.	All platforms

Advanced

Availability

Select working hours to show the Widget only during that time.

Applies to: Widget only.

Additional options

Setting	What it does	Applies to
Thumbs up/down ratings	Let customers rate the AI Agent's answers.	All platforms
Chat CSAT survey	Let customers rate the conversation and leave quick feedback.	All platforms
File uploads	Let customers send files, and choose the accepted formats.	All platforms
Emoji picker	Let customers add emojis to their messages.	All platforms
Transcript download	Let customers download the conversation transcript.	All platforms
Start with a message	Send the first message automatically when the chat opens.	All platforms
AI Session Notice	Tell customers that the conversation is automated and recorded, and that human help is available. Set the Chat Notice Heading and the Disclosure Message.	All platforms

Behavior settings

Setting	What it does	Applies to
Widget Layer Order (Z-index)	Stacking order of the Widget on your page. Raise it if other elements of your website cover the Widget.	Widget
Session timeout	End inactive conversations after the time you set. This setting is shared by all regions.	All platforms

Notifications

These notifications reach customers when a new message arrives and the browser tab with the chat is not active.

Applies to: Widget and Embedded.

Setting	What it does
New message sound	Play a sound.
Title change	Make the browser tab title blink with the text you set.
Push notification	Show a browser notification with the text you set.

Conditions

Conditions decide on which pages and for which customers the Widget appears, and when customers can start or continue a conversation.

Applies to: Widget only.

Condition types

Type	Effect when the conditions match
Show widget	The Widget appears only when the conditions match.
Hide widget	The Widget is hidden when the conditions match.
Allow start conversation	Customers can start a new conversation only when the conditions match.
Not allow start conversation	Customers can't start a new conversation when the conditions match.
Allow continue conversation	Customers can continue an existing conversation only when the conditions match.
Not allow to continue conversation	Customers can't continue an existing conversation when the conditions match.

Parameters and operators

Parameter	Compared with
Website URL	Address of the current page.
Timezone	Customer's timezone.
Locale	Customer's locale.
Custom	Value of one of your own attributes, passed in `metadata.extraParams`. See Customer data & context.

Operators: Equals, Not equals, Contains, Not contains.

Groups

Each condition type can have several groups of conditions:

Within a group, all conditions must match.
Between groups, any group is enough.

Example

Hide the Widget on checkout pages, and let only VIP customers start a new conversation:

Add Hide widget with one condition: Website URL Contains /checkout.
Add Allow start conversation with one condition: Custom tier Equals vip.
On your website, pass the attribute when you load the Widget:

ZowieWidget.init("<your-instance-id>", {
  metadata: {
    extraParams: { tier: "vip" },
  },
});