Chat Widget: How Your Chatbot Looks and Greets Your Guests

Chatbot Configuration

Customize your chat widget's design, messaging, and settings

You'll find this under Chatbot > Configuration in the left-hand navigation, across seven tabs: Appearance, Placement, Welcome Message, Personality, Transition to Human, and Install. This article covers Appearance through Transition to Human.

In this article:

Appearance
Placement
Welcome Message
Personality
Transition to Human

Appearance

Customize how your chat widget looks, both open and closed.

Open Widget

These settings control what guests see once they've opened the chat widget.

Field	What it does
Widget Name	Your bot's display name, shown in the widget header and in the preview
Widget Color	The hex color used for your widget's header and accent elements
Widget Image URL	Your bot's avatar icon. The TOMIS team will store and upload this for you.
Description	A short tagline shown under the bot's name (e.g. “Ask me anything!”)

Closed Widget

These settings control the launcher bubble guests see before they've opened the widget.

Field	What it does
Custom icon/image URL for Chatbot bubble	Replaces the default bubble icon on the launcher
Popup Message	A proactive message that appears near the bubble to invite visitors to chat (up to 300 characters)
Delay after page load (seconds)	How long the page has been open before the popup appears
Active	Toggles the popup message on or off entirely

NOTE: Don't forget to click Save Changes — it's easy to make an edit and navigate away before it's saved.

Placement

Control where your chat bubble appears on desktop and mobile.

Field	What it does
Position	Which side of the screen the bubble sits on (Left or Right)
Chatbot bubble size	The size of the launcher bubble, in pixels
Pixels from Side (desktop)	The bubble's distance from the side of the screen on desktop
Pixels from Bottom (desktop)	The bubble's distance from the bottom of the screen on desktop
Pixels from Side (mobile)	The bubble's distance from the side of the screen on mobile
Pixels from Bottom (mobile)	The bubble's distance from the bottom of the screen on mobile
Z-Index	Controls whether the bubble sits above or below other elements on your site, like a booking widget

TIP: Use the Mobile Preview on the right to check your changes before saving — this is especially useful for making sure the bubble doesn't overlap a booking widget or footer element on mobile.

Welcome Message

Customize the message and quick reply buttons visitors see when they open your chat widget.

The Welcome Message

This is the first message guests see when they open your chat widget. Rich text is supported — you can bold, italicize, add bullet or numbered lists, and insert links. It has a 1,000 character limit.

Quick Replies

Add up to six clickable buttons below your welcome message to surface your most common questions right away. For each button you can set:

Field	What it does
Button	The label guests see (e.g. “Alcohol Policy”)
Link to FAQ (optional)	The FAQ this button answers
Action button (optional)	An additional button (Live Availability or Transition to Human) that appears after the FAQ answer, to keep guests moving toward a booking or a human

IMPORTANT: Any FAQ linked to a Quick Reply button is delivered fully scripted, exactly as written — no paraphrasing. This is the only place in the chatbot where that happens, so it's worth polishing these answers carefully, since they shape a guest's very first impression.

Personality

How your chatbot understands your business and communicates with guests.

NOTE: This section is locked to protect your chatbot's behavior and performance — only the TOMIS team can make changes here. Want something updated? Email chatbotsupport@tomis.tech and we'll take care of it.

About Your Business

Stable facts the chatbot should always remember and will reference in the case of a Fallback Response. Detailed product and tour info lives in your Knowledge Base instead, not here. This information is loaded automatically from your Account Setup information but can be changed.

Tone

The voice and communication style your chatbot uses in every response — traits, preferred phrasing, message length, language, and any styles to avoid (like slang or hype). Limited to 500 characters.

Special Instructions (optional)

TOMIS-managed guardrails for safety, escalation, and compliance — things like how to handle booking questions, when to include links, and rules for staying accurate on policy-sensitive answers.

HAVE A CHANGE IN MIND: Reach out to chatbotsupport@tomis.tech any time, and we'll review and update it for you.

Transition to Human

Choose how your chatbot hands guests off to your team. Only one handoff method can be active at a time. However you configure it, the bot hands off automatically whenever a guest directly asks to speak with a person, or when it can't confidently understand or answer their question.

Method	How it works	Status
Text (SMS)	Guests leave their name, phone, and message; your team continues over text. Guests are free to leave your site.	Available
Live Chat	Guests stay on your site and chat live with your team.	Available
None — Direct Contact	The chatbot shares your email/phone (from the Personality tab) so guests can reach out on their own time.	Available
Custom form + webhook	Build your own fields and send them anywhere.	Coming Soon
Zapier	Push leads straight into your existing tools.	Coming Soon

Text (SMS) Settings

Messages send from your dedicated TOMIS phone number. Configure:

Field	What it does
Chat Widget Form Instructions	Instructions shown above the contact form in the chat widget
SMS Message	The text message sent to the customer after they leave their contact details
Submit Success Message	The message shown in the chat widget after the customer submits the form

Live Chat Settings

Configure:

Field	What it does
Chat Widget Form Instructions	Instructions shown above the contact form in the chat widget
Submit Success Message	The message shown after the customer starts the live chat
Require Email Address	The email field is always shown; enable this to require it before requesting a human

NOTE: Whichever method is active, click EDIT SETTINGS next to it to configure the specific messages guests see.