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Customizing the chat

Last updated: May 9, 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. We automatically pull a palette from your live Shopify theme at install time, so the editor opens with theme-matched defaults. Click Match my store to re-pull the palette later if you change themes or rework your store’s colors; we confirm before applying so a re-pull never silently overwrites your saved colors.

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.

The logo upload tile previews your image as a circle with your accent color behind it — exactly as it’ll render in the chat. Transparent PNGs reveal the accent through any transparent pixels, so you’ll see the framing before customers do. Plan for that crop when picking your source file: square logos, 256×256 or larger, with the mark 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 and through your Branding settings (Settings → Branding: tone of voice, target customer, unique selling points), 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.

Previewing from the library audit

When you land on the library audit page during onboarding, the “Your best review so far” card includes a “See what we’d ask this customer today →” button. Clicking it opens a focused preview page with the product from that best review pre-loaded — title, brand voice, and theme colors all carry through.

The preview page shows two things:

  • A visual preview of the chat shell — same colors, fonts, logo, and opening line your customers will see for this product. The preview is read-only — clicking the input won’t send messages.
  • A “Try it live ↗” button that opens the full interactive chat in a new tab. The chat needs its own window to work (a quirk of how the Shopify admin frames embedded apps), but the new-tab version is a real conversation with the AI — type as if you were a customer who just bought that product, and the bot will respond exactly the way it would in production.

This is the fastest way to sanity-check your brand voice on a real product from your catalog before you go live. If a different product would be more representative, you can rerun the audit later — the See what we’d ask this customer today → button always points at your current best review.