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AppExchange Chat Styling & Content Guidelines

AppExchange Chat, powered by Qualified, enables live customer conversations on AppExchange. You can use these conversations to answer questions, explain the business value of your solution, and capture leads. If someone from your company isn’t available to chat, you can configure an automated experience to assist the customer.

This guide provides styling and content guidelines for the AppExchange Chat app. As you work with Qualified to implement the chat app on your listing, apply these guidelines.

Styling Guidelines

Apply these guidelines when you customize the look and feel of the AppExchange Chat app.

App Appearance

Configuring your AppExchange Chat to show your company logo.

The chat app can be configured to reflect your company’s name and logo (1). Other aspects of the app’s appearance, such as app color, are standardized across all AppExchange Chat implementations.

To configure the appearance of the chat app, go to the Messenger page in Qualified Settings: https://app.qualified.com/settings/messenger

Tips on how to configure your AppExchange Chat company logo and chat button within the messenger.

App User Interface Text

Configuring your welcome messenger and chat interface for AppExchange Chat.

Before a conversation takes place, the chat app shows a greeting to customers who visit your listing (2). Customers also see this interface when they leave a conversation, then return later. Some text on this interface is standardized across all AppExchange Chat implementations.

To configure user interface text, go to the Experiences page in Qualified Settings: https://app.qualified.com/settings/experiences 

Tips on how to configure your AppExchange Chat welcome message.

Content Guidelines

Apply these guidelines when you interact with customers using the AppExchange Chat app.

Routing Message

Configuring your routing message within your chat messenger.

The routing message is the automated message that appears when customers initiate a conversation with the chat app, but before they’re connected to an agent (3). The routing message is standardized across all AppExchange Chat implementations.

You must display the routing message the first time you interact with a customer. You can omit the routing message if the customer returns to a conversation in progress. To configure the routing message, go to the Experiences page in Qualified Settings: https://app.qualified.com/settings/experiences

Note: If your Qualified implementation includes multiple experiences, you must include a routing message in each experience.
Tips on configuring your routing message within your AppExchange Chat experience.

Agent Unavailable Message 

Example of the sales rep available message within your AppExchange Chat experience.

The agent unavailable message is the automated message that appears when customers initiate a conversation in the chat app, but no one from your company is available to chat (4). The agent unavailable message is followed by an automated experience that you configure, which collectively we refer to as a chatbot interaction. The agent unavailable message is standardized across all AppExchange Chat implementations. 

You must display the agent unavailable message for every chatbot interaction. To configure the agent unavailable message, go to the Experiences page in Qualified Settings: https://app.qualified.com/settings/experiences

Note: If your Qualified implementation includes multiple experiences, you must include an agent unavailable message in each experience
How to configure your unavailable message in AppExchange Chat.

Partner Brand Guidelines

In addition to guidelines outlined in this document, adhere to the Salesforce Partner Brand Guidelines when you implement AppExchange Chat: https://partners.salesforce.com/s/education/general/Branding_Guidelines

Get Answers To Brand Guideline Questions

For questions about implementing these guidelines in your chat app, contact Qualified Customer Support.

Next Steps

Continue in your education with AppExchange Chat:

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