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Advanced Configuration

Configure advanced features of your live chat widget including pre-chat forms, multi-language support, security settings, and availability controls. These features help you collect visitor data, serve global customers, and secure your chat experience.

Prerequisites

  • Successfully installed your widget using the Installation Guide
  • Completed basic customization (appearance, colors, positioning)
  • Admin access to your Fiko account and widget management
  • Understanding of your customer communication requirements

Advanced Configuration Overview

Advanced configuration gives you powerful tools to create a personalized, secure, and globally-ready chat experience. These settings help you collect the right visitor information, communicate in multiple languages, and maintain security controls.

What You'll Configure:

  • Pre-Chat Forms: Collect visitor information before conversations start
  • Responses & Welcome Content: Configure welcome, offline, auto response, language, and general response settings
  • Security Settings: Control widget access with trusted domains
  • Availability Controls: Enable/disable widget as needed

In the current widget UI, these advanced settings are split across dedicated pages such as Pre-chat form, Responses, Welcome Screen, Trusted domains, and Availability.

Pre-Chat Forms Configuration

Pre-chat forms collect essential visitor information before conversations begin, helping your team provide more personalized and efficient support.

1

Access Form Configuration

Navigate to your widget management and configure form settings.

  • Go to Settings → Channels → Fiko Widgets
  • Click "Manage" on your widget
  • Navigate to Forms → Pre-chat form
  • Toggle visitor information collection ON
2

Configure Form Fields

Available form field types and their use cases:

Text Field (Name)

Purpose: Collect visitor names for personalized conversations. Best Practice: Keep labels simple like "Your Name" or "Full Name".

Email Field

Purpose: Collect email addresses for follow-up communication. Validation: Automatic email format validation.

Phone Number Field

Purpose: Collect phone numbers for urgent support cases. Format: Accepts international phone number formats.

Message / Textarea Field

Purpose: Allow visitors to describe their issue upfront. Best Practice: Use prompts like "How can we help you today?"

Select / Dropdown Field

Purpose: Route conversations to appropriate departments. Best Practice: Keep options clear and limited (3–5 choices).

Checkbox Field

Purpose: Collect consent or agreement to terms. Use Cases: Privacy policy consent, newsletter subscriptions.

3

Configure Field Validation

Set up validation rules to ensure data quality.

  • Required Fields: Mark essential fields as required (name, email)
  • Placeholder Text: Provide helpful examples in placeholders
  • Field Labels: Use clear, descriptive labels
  • Validation Messages: System handles validation error messages

Field Validation Best Practices

  • Keep required fields to a minimum (only collect what you'll use)
  • Email fields automatically validate email format
  • Phone fields accept international formats
  • Use clear error messages to help users complete forms correctly

Multi-Language Support Setup

Configure your widget to serve customers in multiple languages with customized messages, welcome screens, and automated responses for each language.

1

Access Language Configuration

Navigate to language settings and select your target languages.

  • Go to widget management → Languages → Responses
  • Select your primary language from the dropdown
  • Add additional languages as needed
  • Configure messages for each language separately
2

Customize Messages by Language

Message types you can customize per language:

Welcome Messages

  • Widget Title: Main heading visitors see
  • Widget Subtitle: Secondary description text
  • Welcome Text: Initial greeting message
  • Mobile Welcome: Mobile-specific welcome message

Auto-Response Messages

  • Auto Message Text: Automated greeting after delay
  • Auto Message Delay: Time before auto-message appears
  • Typing Indicators: "Agent is typing…" messages

Offline Messages

  • Offline Message: Displayed when agents are unavailable
  • Offline Form: Contact form for offline inquiries
  • Business Hours: Information about availability

General UI Text

  • Button Labels: "Send", "Start Chat", etc.
  • Form Labels: Field names and placeholders
  • Status Messages: Connection status, loading states
3

Test Multi-Language Experience

Verify that language switching works correctly.

  • Use the widget preview to test each language
  • Check that all custom messages display correctly
  • Verify form field labels are translated
  • Test auto-messages with appropriate delays
  • Confirm offline messages appear when agents are unavailable

Language Best Practices

  • Keep messages culturally appropriate for each target market
  • Use professional translation services for business-critical languages
  • Test messages with native speakers before going live
  • Consider time zones when setting auto-message delays

Security Settings Configuration

Implement security controls to protect your widget from unauthorized access and ensure it only appears on approved websites.

1

Configure Trusted Domains

Restrict widget access to specific domains and subdomains.

  • Navigate to Advanced → Trusted domains
  • Add domains where your widget should be accessible
  • Use wildcard (*) notation for subdomains
  • Test domain restrictions after configuration

Domain Format Examples

example.com          # Allows access only from example.com
*.example.com        # Allows all subdomains of example.com
www.example.com      # Allows access only from www.example.com
(empty)              # Allows access from any domain (not recommended)
2

Set Widget Availability

Control when your widget is active and accessible.

  • Go to Advanced → Availability
  • Toggle widget ON/OFF as needed
  • When disabled, widget won't load on any domain
  • Use this for maintenance or emergency situations

Availability is a master switch — when OFF, the widget won't work anywhere. Trusted Domains control WHERE the widget can be accessed when it's ON. Both settings work together for complete access control.

3

Test Security Settings

Verify that security restrictions work as expected.

  • Test widget loading on approved domains
  • Verify widget is blocked on non-trusted domains
  • Test availability toggle functionality
  • Check widget behavior when restrictions are active

Testing Advanced Features

Thoroughly test all advanced configuration features to ensure they work correctly in your production environment.

Complete Testing Checklist:

  • Pre-chat form appears and collects data correctly
  • All form field types work and validate properly
  • Required field validation prevents empty submissions
  • Multi-language messages display in correct language
  • Language switching updates all text elements
  • Auto-messages appear after configured delays
  • Offline messages show when agents are unavailable
  • Trusted domains allow/block access correctly
  • Widget availability toggle works immediately
  • Mobile experience works with all features

Troubleshooting Common Issues

Pre-Chat Form Not Appearing

  • Check that visitor information collection is enabled in Forms settings
  • Verify at least one form field is configured and enabled
  • Clear browser cache and test in incognito/private mode
  • Check browser console for JavaScript errors
  • Ensure widget code snippet is properly installed

Language Not Switching

  • Verify language messages are configured for the target language
  • Check that language selection is saved properly
  • Reload the widget preview after making language changes
  • Test with a fresh browser session to avoid caching issues
  • Confirm all required message fields are filled for each language

Widget Blocked by Domain Restrictions

  • Check domain spelling and format (no http:// prefix needed)
  • Verify wildcard (*) syntax for subdomains is correct
  • Test domain restrictions with exact domain format used by your site
  • Remember www.example.com and example.com are different domains
  • Check for typos in trusted domains list

Widget Not Loading Despite Configuration

  • Check that widget availability is set to ON in Advanced settings
  • Verify widget installation code snippet is current and correctly placed
  • Test on a domain listed in trusted domains (if configured)
  • Check for conflicting JavaScript on your website
  • Verify your Fiko account and widget permissions are active

Slow Loading or Performance Issues

  • Minimize number of pre-chat form fields to essential ones only
  • Avoid overly complex custom messages or formatting
  • Test widget loading speed on different devices and connections
  • Check if other website scripts are interfering with widget loading
  • Monitor browser console for network or loading errors

Next Steps

With advanced configuration complete, you're ready to optimize and manage your live chat widget for maximum effectiveness.

Widget Management Guide

Learn how to handle conversations, monitor performance, and manage team assignments.

Mobile Optimization Guide

Ensure perfect mobile experience with touch-friendly controls and responsive design.

Need Help?

If you encounter issues with advanced configuration or need assistance with complex setups:

Widget Settings Contact Support
Advanced Configuration — Fiko Docs