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The Chat Configuration section lets you customize how Typewise AI handles live chat interactions - from behavior and handoff rules to appearance and installation. Setting this up properly ensures smooth communication, consistent branding, and seamless transitions between AI and human agents.

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Guidance

Use this section to define how Typewise AI should behave during chat interactions and under which conditions a human should take over.

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Channel Guidelines

Describe what Typewise AI should always do when managing chat tickets - for example:
  • Greet the end customer politely and introduce itself.
  • Keep replies short and conversational.
  • Use emojis sparingly, only when appropriate.
  • Ask clarifying questions if the end customer’s request isn’t clear.
  • Always summarize the resolution before closing the chat.

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Handoff Conditions

Define when the chat should be handed over to a human agent. Common examples include:
  • The end customer expresses frustration or asks for a supervisor.
  • Sensitive topics like billing, refunds, or legal concerns arise.

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Automation

Fine-tune how your chat behaves automatically with timing and review rules.
  • Automatically follow up after: Follow up after a specified number of minutes/hours/days without receiving a reply from the end customer.
  • Automatically close tickets after: Automatically close chat tickets after a specified number of minutes/hours/days without a reply.
  • Automatically switch to email channel after: Switch communication from chat to email after a chosen number of minutes/hours/days without a human agent reply.
  • Require human review before sending a message: Enable this option if you want every AI-generated message to be reviewed by a human before being sent to the end customer.
Chat Configuration Guidance

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Appearance

Here you can configure how your chat widget looks and feels to end customers. Make sure the appearance matches your company’s branding and creates a welcoming experience.

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What you can configure:

  • Color & Branding: Set your brand colors, chat logo, and chat title.
  • Widget Details: Adjust widget position, icon type, and shape.
  • Greetings: Customize the welcome message to match your brand voice, as well as a list of suggested conversation starters the end customer can choose.
Chat Configuration Appearance

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Installation

The Installation section provides everything you need to integrate the chat widget into your website or app. You’ll find:
  • Quick start: How to embed the chat widget on your site.
  • Identity verification: Steps to authenticate SDK requests securely.
  • Domain allowlist: A list of approved domains where the chat is allowed to appear.
Chat Configuration Installation Once installed and authenticated, your Typewise chat will be fully operational - ready to engage visitors, answer questions, and escalate seamlessly when needed.