Chat

The Chat tab sets how the Raffle Chat Assistant introduces itself and behaves. Each widget has its own chat settings, so if you want several widgets to behave the same, apply the same settings to each one. You can change the chat’s texts, such as the feedback card, under Text.

The answers themselves are generated from your content and can’t be edited by hand. See Models for how to improve them.

1. Go to Widgets
2. Select the widget to modify
3. Open the Chat tab

The preview on the right switches to the chat as you change settings, but nothing reaches your website until you click Save at the top of the page.

If the widget doesn’t use the chat, the tab shows Chat is not enabled on this widget. Click Enable Chat to go to the General tab and switch on Enable Raffle Chat Assistant. Overlay and embedded widgets are search-only and have no chat.

Chat Display Name

The name shown with the assistant’s messages. Give it a name that fits your brand, for example a friendly first name or [Company] Assistant. If you leave it empty, the widget uses [your account name] Assistant.

Personalize your chat

Visitors never see these texts, but they help the assistant answer in the right role.

• Write a few sentences about your company and content (required): what your company does and what your content covers. A good assistant understands the company it represents.
• Write a few sentences about the desired behavior of your chat: instructions such as Be brief in responses or topics it should never mention.

Template for the company description:

[company_name’s] knowledge base contains information from the [knowledge_base’s] [public_or_internal] section regarding [main_topic]. It contains information about [company_name], their services, policies and [main_offering]. [company_name’s] content spans across topics such as [detailed_topic], [detailed_topic], [detailed_topic], [detailed_topic] and [detailed_topic].

Chat Header Description

Shows a title and a short text at the top of the chat, for example an introduction to your service or a privacy notice.

1. Unfold Chat Header Description
2. Turn on Enable Chat Header Description
3. Enter a Chat Header Title (up to 30 characters)
4. Enter the Chat Header Description. The editor supports headings, bold, italic, underline, lists and links.

When the header description is on and has content, it’s shown instead of the welcome message.

Welcome Message

Lets the assistant open the conversation.

1. Unfold Welcome Message
2. Turn on Enable Welcome Message
3. Write the message in the editor below

The welcome message is shown only when Chat Header Description is off.

Multilingual Chat

Multilingual Chat is always on: the chat answers in the language of the visitor’s question (see Answer language).

User Feedback

• Enable User Feedback asks visitors to rate the chat on a five-point scale, from 😡 Very Dissatisfied to 😍 Very Satisfied.
• Allow Comments shows a comment field once the visitor has picked a rating.

The rating card appears below the latest answer. Visitors can skip it. If a visitor closes a launcher without rating, the card stays above the launcher button. You can change the title of the card and the texts of the comment field under Text.

What visitors see in the chat

Answers and sources

Every chat answer is based on the content of the sources connected to the widget. The answer is written while visitors watch. Until it starts, the chat shows Searching… and Thinking….

Links in the answer point to the pages it is based on. Hovering a link shows a preview of the page with its title and the passage used.

Once the answer is complete, a toolbar appears below it:

• a support button, if support channels are enabled under Support
• Copy, which copies the answer
• the number of sources, for example 3 sources. Click it to see the pages the answer is based on.

After an answer

Below the latest answer, the chat shows at most one of these, in this order:

1. Support: when the assistant decides the visitor needs your support team, it offers your support channels. The widget needs at least one channel enabled under Support.
2. Lead generation: when the assistant decides the visitor wants to be contacted, it offers your lead form. This needs Lead Generation with Show in chat turned on.
3. Feedback: otherwise, if User Feedback is on, the rating card.

Answer language

The chat answers in the language of the visitor’s first message, and keeps that language for the rest of the conversation. If the language can’t be detected, it answers in the language of your content. The UI language only sets the widget’s labels.

Voice input

Visitors can speak instead of typing. A microphone button appears in the chat input of a launcher, and in the search field, when the visitor’s browser supports speech recognition and a microphone is available. The visitor clicks the microphone, speaks, then confirms with the check mark. The text is added to the input, ready to send. Pill widgets have no microphone button.

MCP tools

If the widget is allowed to use MCP tools, the assistant can call them to answer a question. Visitors see the same Searching… and Thinking… indicator while it does, and then the answer. Information that comes from an MCP tool isn’t listed among the answer’s sources.

Inappropriate questions

If a question contains inappropriate content, the chat doesn’t answer it. Instead it replies: We’ve detected some inappropriate elements in your question, and can therefore not provide an answer. Please rephrase or ask something else. In search, the same message is shown with a shield icon in place of the results.