Widget personality
The Personality section controls what Sam says and how it sounds — everything from the visible greeting to the underlying instructions Sam follows.
Bot name
The name your widget displays to visitors. Default is Sam. Maximum 100 characters.
This appears:
- In the widget header
- On every bot reply bubble
- In transcripts and exported logs
Welcome message
The first thing Sam says when a visitor opens the chat. Maximum 500 characters.
Good welcome messages:
- Are specific to your business (“Hi! I’m Sam from Acme — ask me anything about our products”)
- Hint at what Sam can help with
- Don’t try to do too much in one message
Input placeholder
The grey hint text inside the message box. Maximum 200 characters. Default is Type your message….
Language
Pick English or Norwegian. Sam will reply in the chosen language regardless of what the visitor types.
For multi-language sites, run one widget per language and embed the right one based on your site’s locale.
System prompt override
The system prompt is the underlying instruction set Sam follows for every reply. By default Sam uses a generic helpful-assistant prompt; with system prompt override you can replace it with your own.
Maximum 8,000 characters. Available on every plan.
When to override:
- Force Sam to always answer in a specific format (“Use bullet points for lists, never paragraphs”)
- Constrain scope (“Only answer questions about our shipping policy. For anything else, suggest the visitor contact support@example.com”)
- Match your brand tone (“Reply in a friendly, casual voice. Use Norwegian colloquialisms”)
When not to override:
- For factual content — put that in the Knowledge Base instead
- For long lists of FAQs — same, use the Knowledge Base
The system prompt is a style and behaviour layer; the Knowledge Base is the facts layer.
Knowledge tags
On Growth and Pro, you can tag your widget so it only reads knowledge files that match those tags.
Tags per plan:
| Plan | Tags |
|---|---|
| Trial | 5 |
| Starter | 0 (widget reads all files) |
| Growth | 6 |
| Pro | 12 |
Enter tags comma-separated, e.g. pricing, returns, shipping. The widget will only retrieve from knowledge files tagged with at least one of those tags.
This is the cleanest way to run multiple widgets that each focus on a different topic — for example a sales widget reading only pricing files and a support widget reading only support files.
See the Knowledge Base guide for how to tag files.