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Customizable Parameters in the Embedded Chat Code

You can customize certain parameters that affect the appearance and behavior of the chat window so that the chat experience reflects your company’s branding. Use these parameters to customize the pre-chat background image, logo, waiting-state image, and your agent’s avatar picture. You also can customize the wording that appears on the chat button and on the chat window when the chat is loading, when agents are online, when agents are offline.

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Important
Important

Legacy Chat will be retired on February 14, 2026. To avoid service interruptions to your end users, switch to enhanced Chat (formerly Messaging for In-App and Web). Enhanced Chat offers many of the legacy Chat features that you love plus asynchronous conversations that can be picked back up at any time. Learn about migrating in Help and Trailhead.

The following parameters are customizable in the code snippet only.

  • Set the domain for your chat window to persist across subdomains: embedded_svc.settings.storageDomain = "..."
  • Set the language: embedded_svc.settings.language = "..."
  • Display the default chat button: embedded_svc.settings.displayHelpButton = “...”
  • Set a routing order: embedded_svc.settings.fallbackRouting = [“...”, “...”]
  • Use direct-to-button routing: embedded_svc.settings.directToButtonRouting = function(prechatFormData) {“...”};
  • Set a chatbot avatar image: embedded_svc.settings.chatbotAvatarImgURL = “...”
  • Load files for custom chat events:
    • embedded_svc.settings.externalScripts = [“...”, “...”]
    • embedded_svc.settings.externalStyles = [“...”, “...”]
  • Pass nonstandard pre-chat details: embedded_svc.settings.extraPrechatFormDetails = [“...”];

The following parameters are customizable in both the code snippet and Embedded Service setup. Settings in your code snippet override what you enter in Embedded Service setup.

  • Set the chat window size and base font size:
    • embedded_svc.settings.widgetWidth = "..."
    • embedded_svc.settings.widgetHeight = "..."
    • embedded_svc.settings.widgetFontSize = "..."
  • Set the chat images:
    • embedded_svc.settings.prechatBackgroundImgURL = "..."
    • embedded_svc.settings.smallCompanyLogoImgURL = "..."
    • embedded_svc.settings.waitingStateBackgroundImgURL = "..."
    • embedded_svc.settings.avatarImgURL = "..."
  • Customize the text on the chat window:
    • embedded_svc.settings.defaultMinimizedText = "..."
    • embedded_svc.settings.disabledMinimizedText = "..."
    • embedded_svc.settings.offlineSupportMinimizedText = “...”
    • embedded_svc.settings.loadingText = "..."

See Also