What customers see in the chatbox
Your chatbox settings decide how the chatbox looks. This page covers what a shopper can actually do inside it, so you know what to expect when someone asks.
Opening the chatbox
Shoppers open the chatbox from the floating button in the corner of your store. If a desktop visitor has not opened it during their visit, the button bounces once after 30 seconds to draw attention. It does not bounce on mobile, and it never bounces again once the visitor has opened the chatbox.
Moving around
A navigation bar sits at the bottom of the chatbox with up to four tabs:
| Tab | What the shopper does |
|---|---|
| Home | Lands on the opening page with the blocks you turned on: contact methods, order tracking, featured questions and categories. |
| Message | Chats with your AI agent or your team. |
| Track | Looks up an order. Only appears when the order tracking block is on. |
| Help | Browses your FAQ categories, opens an answer, or searches your questions. |
You can hide this bar in Chatbox → Appearance → Chatbox style. The tabs also disappear on their own when you turn the matching block off.
Making the chatbox bigger
On the Help tab — a category list, a single answer, or search results — a desktop shopper can click the expand icon in the header to widen the chatbox for easier reading, then click again to shrink it back. The icon is not offered on mobile or on the other tabs.
The three-dot menu
The menu in the chatbox header appears once a shopper is on the Message tab and has sent at least one message. What it holds depends on your settings.
Continue as email moves the conversation to email so the shopper can reply from their inbox. It shows only when you have turned on Continue as email in Chatbox → Advanced and your store has an email channel connected.
Reset conversation clears the current chat and starts a fresh one. Use this as your answer when a shopper says the AI is stuck on an old topic. Resetting does not delete the transcript from your Inbox, and it does not use an extra AI conversation from your plan within the same 24 hours.
Email transcript lets the shopper type an address and have a copy of the chat sent to it. Handy when a customer wants a record of what your AI promised.
Notifications while browsing
When your AI or one of your agents replies, the shopper hears a short notification sound. If they have switched to another browser tab, the number of unread replies is added to the front of the tab title, so they notice the reply without staying on your store. The count clears the moment they come back to the tab.
This is separate from the unread message counter on the chat button itself.
Rating your support
After a chat has gone quiet, the shopper can be asked to rate the help they got and leave a written comment. Turn this on in Settings → Automation → Satisfaction survey, where you also control the rating format and the wording. Ratings land against the conversation in your Inbox.
Chatty Help Center