Synova Connect

Customizing your chatbot

Adjust your Synova Connect chatbot's appearance, content, AI behavior, escalation rules, and notification sounds.

This guide walks through each configuration section of the Chatbot Widget. All settings are found on the Website Widget page under the Website Chatbot tab.

After making changes in any section, click Save at the top of the page to apply them.

Look & Feel

Controls the visual appearance of your chatbot widget.

Theme — Choose between two themes: Light (a bright, clean appearance) or Dark (a darker color scheme).

Colors — The available color options change based on your selected theme:

  • Light theme — Pick a Primary Color and a Secondary Color from six preset swatches (blue, purple, green, red, amber, pink).
  • Dark theme — Pick an Accent Color from seven preset swatches (the six above plus black).

Widget Position — Place the chat bubble in one of two corners of the page: Bottom Left or Bottom Right.

Mobile Margins — Expand the Mobile margins section to fine-tune how the widget appears on screens 768 px wide or narrower. You can set individual pixel values for Top, Right, Bottom, and Left margins (0–100 px).

Content

Controls the text and branding visitors see in the chat window.

  • Business Name — Enter your business name (up to 50 characters). This appears in the chat header.
  • Greeting Message — The first message visitors see when they open the chat (up to 200 characters). The default is "Hi! How can we help you today?"
  • Popup Message — A short teaser shown on the chat bubble before visitors open the widget (up to 100 characters). The default is "Have a question? Chat with us!"

Display Names — Customize how the AI and human operators appear to visitors:

  • AI Agent Name — Give your AI a friendly name (e.g., "Maya"). This is optional.
  • Operator Names — Map each human operator's username to a customer-facing display name. Click Add Operator to add a new mapping. Select the operator from the dropdown, then type the display name in the Display as... field. Remove a mapping with the delete icon.

AI Brain

This section embeds the same AI prompt editor used elsewhere in your dashboard. It controls the instructions, personality, and knowledge your chatbot draws on when responding to visitors.

The AI Brain section uses the same AI Prompt editor as the voice receptionist's custom commands, allowing you to configure AI behavior consistently across both voice and chatbot interfaces.

Escalation Rules

Define scenarios where the AI should hand off a conversation to a human operator. You can create up to 10 rules.

To create a rule:

  • Click Add Rule.
  • Set the Status to toggle the rule Enabled or Disabled.
  • Enter a Title — a short name for the rule (e.g., "Sales Inquiry").
  • Enter a Scenario Description — describe when this rule should trigger (e.g., "Escalate when customer asks about pricing, sales, or enterprise plans").
  • Enter a Response Message — the message shown to the visitor while the handoff happens (e.g., "Ok wait, someone would join soon.").
  • Optionally add Keywords (comma-separated) to help the AI identify the scenario.
  • Optionally select a Decline/Offline Intake Workflow to run if the request is declined or no operator is available.
  • Click Save.

Each rule card shows its title, status (Active or Off), description, and keyword tags. Hover over a rule to reveal Edit (pencil icon) to open the rule for editing and Delete (trash icon) to remove it. The counter at the top shows how many rules you have configured out of the maximum (e.g., "3 of 10 rules configured").

Behavior

Auto-Open Widget — Toggle this setting to have the chat window open automatically after a delay on desktop devices.

  • Enabled — The widget opens on its own after the specified delay.
  • Disabled — Visitors must click the chat bubble to open it.

When enabled, use the Delay slider to set how many seconds to wait before opening (5–120 seconds). The default is 30 seconds.

Auto-open applies to desktop only; it does not auto-open on mobile.

Sounds & Alerts

Configure notification sounds for two audiences: your dashboard and the widget on your website.

Dashboard:

  • New Conversations — Play a sound when a new chatbot conversation starts.
  • New Messages — Play a sound for each new message in existing conversations.

Widget (on your website):

  • New Conversations — Play a sound on the embedded widget for new conversations.
  • New Messages — Play a sound on the embedded widget for new messages.

For each notification type, toggle it on or off with the switch. When enabled, select a sound from the dropdown and click Preview to hear it.

You can set the sound to Mute if you want the notification enabled (for visual indicators) without an audible alert.