The Messenger settings are divided into the following sections. We’ll go through what each of them contains and how to manage them below.

This is where you manage the standard Messenger widget for your website.

In Settings > Messenger > Widget > Content, you can configure your customer's initial experience with the Widget Messenger, from the Messenger Launcher to the Messenger Home.

This is where you control which spaces your visitors and users see in the Widget Messenger by adding or removing them.

Reorder how the spaces appear by using drag and drop. The Home Space will always remain at the top, but it can be turned off if you’d like to remove it from your Widget Messenger.

You can configure your Widget Messenger to bypass the Home space and launch directly into the Conversation space.

This gives customers faster access to support, removing additional steps to starting a new chat with your team. Enabling this will maintain easy access to your other Widget Messenger spaces such as help articles, previous conversations, and tickets (if enabled).

The "Launch directly into a Conversation" setting can be configured separately for visitors, users, and mobile users.

Choose how you’d like to greet people and introduce yourself when they open the Widget Messenger.

Customize the Widget Messenger Home by adding and removing apps. Choose whether customers can start a conversation with you, search for articles in your Help Center, see featured News announcements, or view any other custom apps.

The Widget Messenger allows you to show or hide the Messenger Launcher from visitors and/or users based on audience rules.

In Settings > Messenger > Widget > Appearance, you’ll find all the ways you can customize and style the Widget Messenger to match your preferences for multiple brands.

First select the brand you want to add a new style for using the dropdown at the top.

If you joined Fin since December 2023, you'll find the option to import your brand logo and colors automatically. Simply enter your chosen domain and click Import.

You can use the dropdowns to select a different action or background color that was found on your domain.

You can also choose to use the logo that was found on your domain. This can be changed manually at any time. This logo will only appear in the Widget Messenger, not in your brand settings.

When you click Confirm the Messenger preview on the right will automatically be updated with your imported style. Read the section below if you'd like to customize your Messenger style manually. 👇

Set the theme mode for your Widget Messenger in Messenger > Widget > Appearance > Messenger theme & branding. You can control which version of the Messenger your customers see:

You can also customize the logo and colors in the Widget Messenger from Messenger > Widget > Appearance > Messenger theme & branding. This allows you to align the chat interface with your visual identity.

Stylize the Messenger Home with your logo and decide whether to display your teammates’ avatars for a more personal touch.

Use the guidelines below when uploading a logo. 👇

The space available for a logo will change if you've chosen to show your team avatars.

Select the Home Screen Background which is used in the Messenger Home header, and Action color (Primary color) which is used in buttons, links and more to highlight and emphasize.

Customize the Widget Messenger header further with optional color gradients, background image, background fade, or text color.

Choose to hide or enable teammate avatars on the Widget Messenger Home to add personal touch.

Adjust your launcher's positioning on computers and tablets from the right to the left, and adjust the side and bottom spacing.

Optionally, you can use the Spotlight Messenger on web. This Messenger experience has been specifically designed for Fin for Sales but can be used as your standard web Messenger. Spotlight is optimized for driving engagement, helping move web visitors from early interest to deeper intent and higher-quality sales conversations.

Configure Spotlight from Settings > Messenger > Spotlight.

Here, you can choose who sees the Spotlight Messenger. For that audience, it replaces the Widget Messenger. By default, it becomes visible to all visitors and leads once Fin for Sales is deployed.

The Messenger works beautifully in your mobile app too. You can configure the experience for mobile app users from Settings > Messenger > Mobile SDKs.

The settings here are the same as for web, other than where a feature is web-only. Learn how the Messenger works on mobile apps.

Choose how customers start conversations with you in the Widget Messenger, introduce your team, and add special notices from Settings > Messenger > Conversations.

The "Start conversation button text" or call-to-action (CTA) can be configured for teammates and Fin AI Agent separately.

For example, when a conversation is going to be handled by a teammate you might want the CTA button to say "Contact Support" so that customers know they're getting in touch with your human support team. Whereas, if a conversation is going to be handled by Fin, you might prefer the CTA button to say "Ask a question" instead.

For conversations started with teammates, choose the "Start conversation button text" or CTA. You can select between 6 options and set a different CTA for visitors and users.

In the Messages space this is how the CTA looks:

Customers will see this CTA on the Home, Messages, and Help spaces in the Widget Messenger when a conversation is going to be handled by a teammate (not Fin AI Agent).

The human identity display instantly lets customers know that they are speaking with a person from your team. The teammates name is shown directly below each message they send in the Messenger.

For conversations started with Fin AI Agent, you can choose to set bot expectations which allows you to change the "Start conversation button text" or CTA when a conversation will be handled by Fin. Or simply match teammate expectations you set above.

Fin AI Agent identity is seamlessly integrated into the Widget Messenger's user interface. This AI Agent label setting can be enabled or disabled in the Fin AI Agent > Identity settings. For every message the AI Agent sends, the label "Fin AI Agent" is displayed directly below the message bubble. This consistent and clear placement allows customers to easily follow the flow of the conversation and understand that you are the source of the replies.

Show reply times during office hours and indicate when your team will be back online outside office hours in the Widget Messenger. You an also enable "Show office hours after team assignment" to only show your office hours after a conversation is assigned to a team. We recommend this option if you have set office hours at the team level.

Edit the Team introduction to introduce your team to customers and set expectations before they start a conversation in the Widget Messenger.

Write a Special notice to all your visitors and users in the Widget Messenger. For example, if your response times are slower than usual. Special notices can be customized in multiple languages supported by your workspace, and you can enhance them with links and text styling for improved clarity and engagement.

In Settings > Messenger > General you’ll find inbound volume controls, office hours and reply times, supported languages, security settings, privacy policy notice, and other Messenger preferences.

Control inbound volume by deciding who can start a conversation in the Widget Messenger. You can make this more targeted by adding display conditions based on user attributes.

Choose which default language should be displayed in the Widget Messenger interface for all customers, or add different languages to display the Messenger in these languages when they match your customer’s browser or device settings.

List your trusted domains and subdomains, separated by commas (your Messenger will only show on these domains). To mark all your subdomains as trusted, use an asterisk as a placeholder like this: *example.com. If you leave this field blank, your Messenger can be added to any domain.

You can also configure:

We strongly recommend that you set up identity verification to keep third parties from impersonating your logged-in users and seeing their conversations.

Hide message content in mobile push notifications to protect customers' sensitive information.

Link your privacy policy within the Widget Messenger and remind customers of your data processing and protection policies. The notice will appear at the start of each new conversation until the customer either sends a message or dismisses it.

Configure your other Messenger preferences such as whether customers hear a sound for incoming messages you send. With audio turned on your users will hear an audio notification when they receive a new message from you, and audio feedback when they send a message.

Or stop sending error reports to us. When on, your Messenger stops sending error reports to Fin across Web, iOS, and Android. We use these reports to debug issues that affect your customers.

We strongly recommend securing your Messenger with JSON web tokens (JWTs) so you can be sure that the person your are talking to is really who they claim to be. It prevents bad actors from impersonating your logged-in users and seeing their historical conversations.

Additionally you can set a short expiry for the user's token and also secure any data sent about them in the payload.

You can access your Messenger security settings on Settings > Channels > Messenger > Security

When you’re happy with your Messenger preview, click Save and set live. ✨