Can I customize the thinking messages?

While the AI prepares a reply, Simple Chat shows short loading-style status lines in the chat widget—typically one to three words, such as "Looking up FAQs" or "Checking order." These lines give customers a sense that work is in progress instead of a blank wait.

The messages rotate based on what kind of work is happening behind the scenes (for example, looking up knowledge versus checking an order). They are built into the product experience and are not something you edit in Branding settings.

What customers see

Thinking messages appear as brief status updates during the assistant’s reply flow. They are intentionally short so the widget stays readable on mobile and desktop.

Examples of the tone and length you will see:

• "Looking up FAQs"
• "Checking order"

The exact line can change depending on which step the assistant is performing for that message.

Can you change the wording?

No. Thinking messages are not configurable in Branding (or other merchant settings). You cannot upload custom phrases, rename individual lines, or turn them off from the admin.

If you need customers to see specific policy language or branded copy, use merchant instructions, FAQs, and the assistant’s actual replies—not the interim thinking lines.

What you can still customize

Branding and related settings control how Simple Chat looks and sounds in the conversation itself—widget styling, tone via instructions, FAQs, and staff-facing tools. Thinking messages are a separate, system-managed indicator of progress.

Practical takeaway

Treat thinking messages as automatic progress hints. Focus your customization on answers, escalation behavior, and store context where merchants have full control.