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Chat widget

Show your brand and role in the chat

Visitors see "KryoHost Support" or "KryoHost Billing" instead of a person's account name, so every reply looks like it comes from your company.

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When you answer a chat, the visitor sees a name. By default that is your own name. With a brand set for the website, they see the company and your role instead: KryoHost Support, KryoHost Billing, KryoHost Sales.

Set the brand for a website

  1. Go to Settings → Widget.
  2. Click Open next to the website.
  3. Type your company in Brand in the chat, for example KryoHost.
  4. Click Save.

Leave it empty to show each person's own name instead.

Set your own role

  1. Go to Settings → Account → Profile.
  2. Fill in Your role in the chat, for example Support, Billing or Sales.
  3. Click Save.

A visitor now sees Brand Role when you reply. A team member with no role appears as Brand Support.

Where the brand shows

  • Next to each reply in the chat window, in the "is replying…" line and in the conversation list.
  • In the notifications visitors receive on their phone.
  • In reply emails to visitors who left, and in transcript emails.

Your team always sees real names in the desk, so you can tell who said what.

Why use a brand

  • Consistency. Customers talk to KryoHost, not to whoever happens to be on shift, so every reply feels like it comes from the same company.
  • Privacy for your team. People often prefer not to show their full names to strangers.
  • Clarity about who answers what. Billing and Support tell customers they are in the right place, and the team behind each role can change without the customer noticing.

An example

A hosting company with three people on the team sets the brand to KryoHost. Ayesha sets her role to Billing, Omar to Support, and Lina leaves hers empty. A customer asking about an invoice hears from KryoHost Billing, a technical question is answered by KryoHost Support, and Lina's replies also read KryoHost Support, because that is the default role. In the desk, the team still sees Ayesha, Omar and Lina by name.

Tips

Use short roles that match how customers think: Support for how-do-I questions, Billing for invoices. If you also use the assistant, its name is a separate setting in the same window.

Related: other widget settings and your team.

Frequently asked questions

Does the visitor see my real name?

Not when a brand is set. They see the brand and your role, for example "KryoHost Billing". Your colleagues still see your own name in the desk.

What if I don't set a role?

The visitor sees the brand with the role "Support", for example "KryoHost Support".

Does it change emails too?

Yes. Replies emailed to visitors who left, and chat transcripts, use the brand the same way.

Can each website have its own brand?

Yes. The brand is a setting of each website.

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