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Widget & appearance

Translate and customise customer-facing messages

Edit the fixed labels and notices visitors see during handoff, forms, availability and staff support.

CCorthex product guidesUpdated October 15, 20262 min read
Where to find itAI agents → agent → Appearance → Bot messages

Before you begin

Select the correct AI agent and open Appearance. Keep the public website available in another tab so you can check the customer experience after saving.

Example workspace · Demo data. 1 — Expand a message group to edit its individual labels. Select the image to enlarge it.
Expandable custom customer-facing message groups

Example workspace · Demo data. 1 — Expand a message group to edit its individual labels. Select the image to enlarge it.

Step by step

  1. 1

    Choose the language first

    Set the intended public language before populating defaults. This avoids translating a mixture of old defaults and new overrides.

  2. 2

    Open the relevant message group

    Find the group for the staff CTA, handoff form, offline handling, presence or pause/resume notices. Change the specific label the visitor sees.

  3. 3

    Translate closed-messenger previews

    Open Launcher and reply previews for Just now, minute/hour times, unread counts, dismiss/open/close labels, fallback staff name and attachment/link placeholders. Keep {count} in numeric templates.

  4. 4

    Keep the meaning accurate

    Explain what will happen next. Do not say someone is live if the team is unavailable, or promise an email when no follow-up process exists.

  5. 5

    Save branding and exercise the state

    Test the actual event: submit a required field empty, request staff while offline, take over and resume. Verify each edited message in context.

Good to know

These controls change interface text, not historical chat messages or every generated AI answer. Use the prompt for generated language/style.

Empty overrides use locale defaults. Review Fill defaults before applying it to carefully edited copy.

Changing the language preserves your custom text. Use default clears one override and restores the selected-language text. The preview's message content and a staff member's actual name stay as written.

Check the result

Save the change and reload a page that loads this agent. Check desktop and mobile, including text contrast and the collapsed launcher.

Questions & troubleshooting

I changed a label but cannot see it

The corresponding handoff or offline state may not be active. Trigger that exact state in a safe test conversation.

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