1. Persona Configuration

Within the Live Chat Builder's "Personalize Your Live Chat" section, you can customize the avatars and names of senders in chat interfaces, depending on whether the reply comes from a bot or an agent.

Enable persona avatars: Bot and agent avatars will be visible in the chat. You have the option to select the agent avatar as either Name Initials, Agent Profile Image, or Brand Account Image. Additionally, you can add the desired image for the bot.

Enable persona names: Bot and agent names will be visible in the chat. You can choose to display the agent's name as either the Brand Account Display Name or the Agent Profile Display Name. Additionally, you can input the desired name for the bot.

Enable conditional persona: It allows for the assignment of different agent avatars and names for different users and user groups. This means that for different sets of agents or agent groups, different avatars (profile pictures) and names will be displayed to customers.

Hide persona names in conversation screen: Bot and agent names will be hidden in the conversation screen.

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2. Message Background Color

Raise a support ticket with the appId and the hex code of the color required.

Notes

• We support both the background color and gradient.

• The font color of the text will change based on the color set. Please refer to WCAG Compliance section

• You can also change the color of URLs.

• You can customize the border radius of message bubbles for both brand and fan messages. This means you can adjust the curvature or roundness of the corners of the message bubbles to achieve different visual effects or match your brand's style.

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3. Conversation Background/Wallpaper

In the Styling section under background pattern, you can choose from a predefined list of chat wallpapers. In order to choose a color, please raise a support ticket with the appID and the hex code of the color required

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4. Agent Assignment/Unassignment Visibility

On the conversation screen of the live chat widget, you have the option to display agent assignments and unassignments as inline events. This feature enhances the visibility of when an agent is assigned or unassigned during the course of the conversation.​ To get this capability enabled, please reach out to support at tickets@sprinklr.com.

5. Open Links in Modal View

On the conversation screen of the live chat widget, you have the option to configure links so that they open in a modal view for customers. This provides a more user-friendly and streamlined experience, allowing customers to access linked content without leaving the conversation interface. To get this capability enabled, please reach out to support at tickets@sprinklr.com.

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6. Message Streaming

Message streaming support refers to the capability that allows bot messages to be rendered and displayed in real-time within a live chat interface. This means that as the bot generates responses or messages during a chat session, these messages are immediately visible to the user without delay. It enhances the user experience by making the conversation feel more fluid and responsive.

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To get this capability enabled, please raise a support ticket by contacting tickets@sprinklr.com.

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7. Message Transitions and Animations

Implementing animations and transitions for messages in the Live Chat interface enhances the visual experience by adding dynamic effects to how messages appear, disappear, or move within the chat window. These effects include animations like sliding from the bottom of the screen, scaling in or out of view, and bouncing in or out of visibility. These visual enhancements not only make the chat interface more engaging but also help users track the flow of conversation more intuitively.