Chat Widget: Configurable AI Agent Name + Call Recording Notice

Topline OS updates the Chat widget so you can brand the AI assistant’s display name and avatar, customize greetings, and show a call recording notice before visitors start a voice call or request a callback. Use built-in copy or your own, require explicit consent, and log acceptance for audits.

What’s New

• AI agent identity

  • Custom display name for the AI assistant (e.g., “Ava from Acme”)

  • Upload avatar/icon; fallback initials if none provided

  • Greeting and signature lines that reflect the agent name

• Recording notice and consent

  • Optional “This call may be recorded” notice for call/callback flows started from Chat

  • Configurable notice text and links to privacy policy/terms

  • Consent modes: passive notice, checkbox consent, or continue-to-consent

  • Consent timestamp stored on the conversation/contact record

  • Region-aware rules (honor workspace “require consent” by country/state where enabled)

• UI/UX improvements

  • Preview of widget with agent name/avatar across light/dark modes

  • Quick toggles for privacy links and branding colors

Tips

• Use a human-friendly agent name and mention your brand (e.g., “Ava • Acme AI”)

• Keep the recording notice short; link to your full policy for details

• Require explicit consent in two‑party consent regions; use passive notice elsewhere if allowed

• Add your business hours in the greeting and offer “request a callback” for off hours

How to Set It Up

Step 1

Go to Sites → Chat Widget and open your widget.

Step 2

Under Agent identity, set the AI agent display name and upload an avatar. Update greeting/subtitle if needed.

FAQ’s

1. Does the agent name change the internal bot name?

   • No. It changes the public display name in the widget only.
     

2. Where is consent stored?

   • On the conversation/contact timeline with timestamp, agent widget ID, and notice version.
     

3. Can I localize the notice?

   • Yes. Add translations per language widget or use dynamic text where supported.
     

4. Does this cover in‑app and phone agents too?

   • The notice applies to calls initiated from the Chat widget. Phone agents have their own IVR/announcement settings.
     

5. What if I turn off the notice?

   • Calls proceed without a widget notice. Workspace/global compliance settings may still enforce consent elsewhere.