Organization Settings
Configure your webchat behavior in Settings > Webchat in your Apten dashboard.Webchat Customer Profile
The customer profile used for all webchat conversations. This profile defines your agent’s behavior, tone, and conversational flow.Must be configured before enabling webchat.
Lead Conversion Profile
A separate customer profile used when converting webchat leads to phone outreach. This allows you to use different messaging strategies for initial chat engagement versus follow-up calls.Default: Uses the webchat customer profile if not specified.
Greeting Message
The first message displayed when a visitor opens the chat. This is shown immediately, before the AI agent responds.Default: “How can I help?”
Enable Auto-Conversion
Automatically convert webchat sessions with collected contact information to leads after a period of inactivity. When disabled, sessions must be manually converted.Default: Disabled
Inactivity Timeout
Number of minutes of inactivity before automatically converting a session to a lead. Only applies when auto-conversion is enabled.Default: 60 minutes
Range: 15-1440 minutes (1 day)
API Key Settings
Manage your webchat API keys in Settings > Webchat > API Keys.Allowed Domains
Whitelist of domains authorized to use this API key. This prevents
unauthorized use of your webchat widget.
| Format | Example | Matches |
|---|---|---|
| Exact domain | example.com | Only example.com |
| With subdomain | www.example.com | Only www.example.com |
| Wildcard subdomains | *.example.com | www.example.com, app.example.com, blog.example.com, etc. |
| Multiple domains | example.com, example.org | Both domains |
- Add all domains where you’ll deploy the widget
- Use wildcards for subdomain flexibility
- Don’t add domains you don’t control
- Review and remove old domains when sites are retired
Active Status
Enable or disable this API key. Inactive keys cannot authenticate requests.Default: Active when created
- Temporarily disable webchat on specific sites
- Rotate keys by creating new key before disabling old one
- Respond to security concerns quickly
- Control access without deleting key history
Usage Tracking
Monitor your API key activity:- Request Count - Total number of authenticated requests
- Last Used - Timestamp of most recent usage
- Created - When the key was generated
- Identify unused keys
- Monitor webchat traffic
- Detect unusual activity
- Track deployment across multiple sites
Widget Appearance Settings
Configure widget appearance in your website’s integration code by settingwindow.AptenWidget properties.
theme
Controls the overall color scheme of the widget.Options:
"light", "dark"
Default: "light"- Background colors
- Text colors
- Border colors
- Shadow styles
- Icon colors
position
Controls where the chat bubble appears on the page.Options:
"bottom-right", "bottom-left", "top-right", "top-left"
Default: "bottom-right"- Bottom-right: Standard position, familiar to most users
- Bottom-left: Alternative if right side has other widgets
- Top-right: Unusual but visible above the fold
- Top-left: Rare, use if layout demands it
primaryColor
Custom brand color for buttons, accents, and highlights.Format: Hex color code (e.g.,
"#0073CF")
Default: Apten blue- Chat bubble background
- Send button
- Active states
- Links and accents
- User message bubbles
- Use your brand’s primary color for consistency
- Ensure sufficient contrast with background
- Test readability on both light and dark themes
- Hover and active states are automatically calculated
"#0073CF"- Professional blue"#10B981"- Friendly green"#8B5CF6"- Modern purple"#EF4444"- Bold red
Customer Profile Settings
These settings are configured in your customer profile but directly affect webchat behavior. Edit them in Settings > Customer Profiles.Tone and Messaging Style
Your customer profile’s tone settings determine how the webchat agent communicates:- Conversation style - Formal, casual, friendly, professional
- Message length - Concise chat messages vs. detailed explanations
- Emoji usage - Whether agent uses emojis in responses
- Personality traits - Helpful, enthusiastic, serious, etc.
For webchat, shorter messages with frequent back-and-forth work better than
long-form responses. Consider creating a dedicated webchat profile with
chat-optimized messaging.
Email Requirement
Whether email address is required for contact collection.Location: Customer Profile > Contact Settings
Default: Optional
- Email is your primary follow-up channel
- You send automated email sequences
- You need email for your CRM
- Phone is your primary contact method
- Reduce friction in contact collection
- Some visitors are reluctant to share email
Transfer Call Number
Phone number to call when agent transfers a visitor to human sales team.Location: Customer Profile > Transfer Settings
Format: E.164 format (e.g., +1234567890)
- Human transfer capability
- “Talk to sales” requests
- Escalations from agent to human
- You don’t offer human transfers from webchat
- You only want automated lead capture
Guardrails
Configure content restrictions and conversation boundaries in your customer profile:- Topic restrictions - Subjects the agent should avoid
- Content policies - Language and behavior rules
- Disclosure requirements - Required disclaimers or notices
- Compliance rules - Industry-specific regulations