Customisation by plan, beta features and setup assistant

Most customisations are available on every plan. Some depend on your workspace's plan, and some are still marked as beta. This page sums it up. Prices and the full comparison are on the pricing page.

On every plan

• Colours, surfaces, font, corner radius, light/dark, design assistant and templates
• Custom CSS
• Launcher in all shapes, with a label, and the chat with no launcher at all
• Style and size of the chat window, side panel
• Home screen with tiles, promo card
• Own wording and text overrides in code
• Pre-chat form, availability, guided flow, conversation transcript by email
• Product tours
• AI assistant with name, tone, topic range and work requests, versions and test runs
• Knowledge base with crawl run, blocked areas, approvals and improved answers
• Smart Answer (on the free plan with a note about reactive.chat in the box)
• Privacy and consent settings
• Canned responses, commands, automation without AI classification, service targets, email and push notifications

With limits per plan

• Tooltips and timed actions – Free: 1 active per project. Professional and Agency: unlimited.
• Length of a visitor message – Free: 1000 characters. Professional and Agency: 4000.
• Attachments – Free: 2 MB per file, kept for 7 days. Professional and Agency: 15 MB, 90 days.
• Files in the knowledge base – Free: 5 MB per file, 20 files per project. Professional: 20 MB, 200 files. Agency: 25 MB, 1000 files. Details in Knowledge and sources.
• AI budget – how many AI requests a project may make per minute. Free 30, Professional 60, Agency 120. Translations, AI classification, memory and test runs count towards it. The budget cannot be adjusted.

From a paid plan on

• Hiding the “Powered by reactive.chat” note and declining conversations about reactive.chat, see Chat window
• Automatic translation in the desk
• Memory across conversations
• AI classification of the first message in the automation
• Google Drive as a knowledge source
• Campaigns, see Proactive messages
• Actions of the assistant, see AI assistant
• Customer data in the chat, see Customer data in the chat
• Own AI node under /app/ai-node

If your workspace falls back to the free plan, saved settings are kept. Whatever the free plan does not include is dormant and applies again as soon as the workspace is on a paid plan. Your account marks such fields with the paid plans badge.

Agency only

• Read log (/app/projects/{id}/read-log)
• Sign-in via SSO (/app/security)

Beta

These features carry the Beta badge in your account. They are ready to use but may still change:

• A/B tests
• File attachments in the chat
• Own domain

Temporarily switched-off features

reactive.chat can temporarily switch off individual features for one project or for all, for example during an outage. Your account then shows a note at the affected place. Your settings stay saved and apply again as soon as the feature is back. A note of this kind is not an error in your setup.

The setup assistant

Under Get started (/app/start) your account guides you through the setup: create a project, embed the widget, have a test chat, invite your team. You can skip the team step.

Below that is a list of the most important customisations in this order: knowledge base, AI assistant, availability, brand and style, privacy, home screen, canned responses, help centre, pre-chat form, response target, integrations and two-factor sign-in. Each item jumps to the right place in your account. An item counts as done as soon as the setting is saved. If you do not need an item, you can skip it, and it no longer counts.

The setup assistant can also look at your website and make suggestions, for example for your brand colour and your opening hours. Only what you confirm is applied. Once your project has had at least ten conversations within 30 days, the list orders the items by what your conversations show.