Can I customize the thinking messages?

No. Thinking messages are system-managed. There's no control for them in Branding or any other merchant settings, so you can't upload custom phrases, rename individual lines, or turn them off from the admin.

What they are

While the AI prepares a reply, the chat widget shows short loading-style status lines, typically one to three words: "Looking up FAQs", "Checking order". They exist so customers see that work is in progress instead of a blank wait, and they rotate based on the kind of work happening behind the scenes, looking up knowledge versus checking an order, for example. The exact line changes depending on which step the assistant is performing for that message, and everything stays deliberately short so the widget remains readable on mobile and desktop.

Where your wording actually goes

If customers need to see specific policy language or branded copy, put it where the AI actually speaks: merchant instructions, FAQs, and the assistant's replies themselves. The interim thinking lines are not a place for copy.

That's also the general shape of what you control. Widget styling, tone through instructions, FAQ content, and the staff-facing tools are all yours to shape; the progress indicator is not. Treat thinking messages as automatic progress hints and spend your customization effort on answers, escalation behavior, and store context, where merchants have full control.