Customization

Configure > Customization decides how the widget looks and what it says on its own. A Product holds several named themes, exactly one Default, and every theme opens on a full-screen canvas with the widget drawn at real size beside the settings that change it.

Before you start

• You need the admin role to create, edit, import or delete. A member reads the gallery and every sheet without a save bar.
• The theme canvas needs a screen at least 768 px wide.
• What the agent says in its answers is Persona, not this page.

Themes and the theme canvas

New theme creates a theme from a name of up to 100 characters. Each gallery card's menu offers Make default, Rename and Delete. Delete is unavailable on the default theme and on the last theme.

One sheet opens at a time: Theme file, Colors, Texts, Sizes, Effects, Starters and Settings. The state switches render the widget as a visitor meets it, from bar only to a running flow. With two or more locales enabled on Localization, a Language switch previews the panel in another language without saving anything.

Theme file moves a whole theme in and out as one JSON file: colours, font, effects and sizes together. Export downloads what the editor holds now. Import loads a file into the editor without saving, so check the preview, then press Save. A file with an unknown key or a value out of range is refused whole, and the message names the first problem.

Hand it to your agent with the ARCY MCP opens the Match the brand entry on ARCY MCP. A proposed theme is a tile marked Proposed; Accept creates it as a new theme, not the default, so check its preview first. Discard drops it.

Three facts the sheets do not say on screen:

• Width and Max height are percentages of the visitor's own screen, and the open bar always takes the panel's width. Resting bar width is in pixels.
• The welcome icon size also sizes the pinned button a visitor can shrink the widget to; it is the same image.
• The web fonts are served from ARCY's own servers and load only when the chat opens. Latin Extended is covered, so Turkish renders.

Texts

The Texts sheet holds the three lines the widget says by itself, shared by every theme: Welcome headline and Welcome message, 100 characters each, and Input placeholder, 80 characters. Leave the message empty to show no greeting.

Each is written twice, on the Identified and Anonymous tabs. Neither copy falls back to the other, and one save writes both. On Identified, type {{ or press Insert attribute to reference an attribute. Write words around the tag: a visitor without that attribute gets nothing where the tag was, and a placeholder that renders empty falls back to ARCY's own hint. On Anonymous a reference is refused on save. Every other Liquid construct works on both tabs.

These six texts are translatable on Localization. The rest of the widget's own wording is ARCY's and arrives already translated.

At the top of the sheet, Widget copy file moves the six texts and the prompt starters in and out as one JSON file. Export writes both tabs' texts and the prompts, never a flow. Import replaces the texts on both tabs and adds the prompts after each tab's existing starters, up to five per tab, without touching a flow; the message says how many did not fit. Nothing is saved until you press Save. A proposed widget copy shows above this section as Proposed by your agent, each text against the current one; Accept applies it at once.

Starters

The Starters sheet lists up to 5 items a visitor can tap on the welcome screen, in your order. A flow runs when tapped and spends no chat. A prompt is a line you write; tapping it sends exactly that text as the visitor's own message and spends a chat. Identified and Anonymous each hold their own list, and one save writes both. Put anything that needs an account on the Identified list only.

• Add a flow opens a picker of your existing flows. A flow needs a public name first, because that name is the label a visitor reads.
• Add a prompt adds a line of up to 80 characters, translatable on Localization. An empty prompt blocks the save.
• The picker never offers a flow this tab's audience cannot reach. A flow whose audience was narrowed after you featured it is marked. Remove it.
• The lists are set once per Product. Publishing stays per environment, so a featured flow not published in the environment you are looking at is marked as absent.

Settings

The Settings sheet holds the values a theme may not vary, shared by every theme.

Three uploads, each saved the moment the file is chosen: Chat header logo, Welcome screen icon and Chat bar icon. PNG, JPEG, WebP or SVG. None falls back to another. With nothing uploaded, the header shows your Product's name and the other two show ARCY's marks.

Visitors can attach images, off until you turn it on. A visitor then attaches up to three PNG, JPEG or WebP images of up to 5 MB each to a message, from the bar or by dragging. The agent reads them and they appear with the conversation on Conversations. Set your privacy policy URL on Consent first; the switch warns while it is empty. Retention is on Data retention, the allowance on Billing.

Visitors can move the chat bar, off until you turn it on. The resting bar grows a handle a visitor can drag anywhere. The position is remembered in that visitor's browser only, the panel follows the bar, and phones are unaffected. Turning the switch off puts every bar back.

What it changes

• A theme is saved, not published. One save bar covers the theme and every sheet, and Discard puts all of them back. There is no draft and no per-environment state.
• A visitor's widget reads its theme once per page load, so a save reaches them on their next page. Refresh your own site to see a change.
• Under 640 px wide the widget ignores the width settings: the bar is full width and the panel is a full-screen sheet.
• Recent chats in the panel are scoped to the visitor's browser, not to the id passed to identify(). A visitor on another device starts empty.

When it goes wrong

• The Identified tab warns that identity checking is off: anyone can call arcy.identify() with another person's id and read that copy with their attributes filled in. Turn it on under Identity verification before you write anything private.
• A starter row says its flow has no public name: give it one on Flows, or visitors never see it.
• Leaving the canvas asks whether to discard: you have unsaved changes.

See also

• Persona
• Flows
• Localization