Customizing the chat

Last updated: April 17, 2026

The chat your customers see can be styled to match your store. Colors, fonts, logo, and the AI model behind the conversations are all configurable from a single page in your admin.

Where to customize

Open Collect in the BetterReviews admin and click Customize appearance under the “AI Conversation” experience. This opens the Conversation Editor, a dedicated page with all the appearance and behavior controls, plus a live preview of what your customers will see.

Screenshot of the Conversation Editor with the live preview iframe — manual capture, drop in here.

Every change updates the preview on the right in real time, so you can see exactly what a customer gets before you save.

What you can change

Colors

Every visual element — the header background, message bubbles, text, buttons — maps to a CSS color variable you can set directly. Click Match my store to pull a palette from your live Shopify store theme as a starting point.

Matching your store’s colors and fonts →

Fonts

Pick from four font stacks: System default, Serif (Georgia), Sans-serif, and Monospace. The chat uses a single font family for all text. We keep the list short because chat copy is short and legibility matters more than variety.

Upload your store logo (PNG, JPG, or WEBP, up to 500KB). It appears in the chat header next to your store name. If you don’t upload one, we show the first letter of your store name in a colored circle.

We recommend a square logo, 256×256 or larger. Non-square images are cropped to a circle, so keep important content centered.

AI model

Pick between Standard and Enhanced. They both drive the same chat flow, but use different underlying AI providers — Enhanced is the default, Standard is an option for stores prioritizing response speed or cost.

Choosing between Standard and Enhanced →

What you can’t change

A few things are deliberately locked down:

  • The chat structure — where the input bar sits, the bubble layout, the header format. These are tuned for mobile completion rates and we’d rather not expose them.
  • The copy of the bot messages — the AI generates these based on your product and the customer’s responses. You can shape the voice via the AI model choice, but you can’t write the questions directly.
  • The “Powered by BetterReviews” footer — a small attribution link that renders on every chat.

Saving and previewing

Changes don’t apply to live conversations until you click Save. The live preview is isolated — you’re not affecting any real customer’s chat.

Once saved, new conversations pick up the updated appearance immediately. Conversations already in progress keep the look they started with, so a customer mid-review doesn’t see colors change under them.