> For the complete documentation index, see [llms.txt](https://docs.maiagent.ai/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.maiagent.ai/maiagent-user-guide/en/build/conversation-settings/platform-settings/loading-display.md).

# Response Loading Style

Customize the Web Chat waiting experience with narrative text or brand animation, including how tool cards appear when AI calls tools and which animation assets play

Agents typically take a few seconds to generate a response. This waiting period is when users are most sensitive to the quality of your service. Response Waiting Style gives you full control over what users see during that time:

* **Narrative text**: Show prompts for each stage (such as “Thinking” or “Analyzing results”) and plain-language tool card text during tool execution, so users know exactly what the Agent is doing. Ideal for settings such as finance and healthcare that prioritize professionalism and transparency.
* **Brand animation**: Play your uploaded brand assets (mascots or animated logos) throughout the wait and hide all system narrative text. Ideal for consumer experiences such as airlines and retail that emphasize brand identity.

All text supports multiple languages. Use <mark style="color:blue;">**AI Translation**</mark> to fill in other languages with one click.

This page also controls how AI tool calls appear: in narrative text mode, use <mark style="color:blue;">**When Calling Tools**</mark> to choose full, compact, or hidden tool cards; in brand animation mode, you can upload a separate asset for the “Calling tools” stage.

{% hint style="info" %} <mark style="color:blue;">**Tool Display Mode**</mark> (Full / Compact / Hidden) has moved from <mark style="color:blue;">**Function Settings**</mark> to the <mark style="color:blue;">**When Calling Tools**</mark> section on this page. Your settings remain the same; only their location has changed.
{% endhint %}

## <mark style="color:blue;">1. Open the Settings Page</mark> <a href="#enter-settings" id="enter-settings"></a>

{% stepper %}
{% step %}

### Open the channel list <a href="#step-open-channel-list" id="step-open-channel-list"></a>

Click <mark style="color:blue;">**Channels**</mark> in the left menu of the admin console. Find the web channel you want to configure, then click <mark style="color:blue;">**Edit**</mark> in that row.

<figure><img src="https://1360999650-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F6v6TNkkOQVfRYfcNirHL%2Fuploads%2Fgit-blob-42fcfdacea052d0117509932bcb2332082ab8f72%2Floading-01-channel-list.png?alt=media" alt="Channel list: find the web channel and click Edit"><figcaption><p>Channel list: find the web channel you want to configure and click “Edit”</p></figcaption></figure>
{% endstep %}

{% step %}

### Switch to “Response Waiting Style” <a href="#step-open-loading-tab" id="step-open-loading-tab"></a>

On the settings page, stay on the <mark style="color:blue;">**Basic**</mark> tab and click <mark style="color:blue;">**Response Waiting Style**</mark> under “General” in the left menu.

<figure><img src="https://1360999650-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F6v6TNkkOQVfRYfcNirHL%2Fuploads%2Fgit-blob-547644eaf922952a97383e42ccfc760057e3c5fb%2Floading-02-menu-entry.png?alt=media" alt="Response Waiting Style entry under General in the left menu"><figcaption><p>Left menu on the “Basic” tab: “General” → “Response Waiting Style”</p></figcaption></figure>
{% endstep %}

{% step %}

### Understand the page layout <a href="#step-page-overview" id="step-page-overview"></a>

Settings appear on the left, with a **live preview** panel on the right. Click <mark style="color:blue;">**Play Full Flow**</mark> to preview the entire waiting experience (the preview is sped up; the long-wait message appears after the configured threshold in actual use).
{% endstep %}
{% endstepper %}

## <mark style="color:blue;">2. Choose a Waiting Experience Style</mark> <a href="#display-modes" id="display-modes"></a>

At the top of the page, <mark style="color:blue;">**Waiting Experience Style**</mark> lets you select one of two options:

<figure><img src="https://1360999650-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F6v6TNkkOQVfRYfcNirHL%2Fuploads%2Fgit-blob-7d5f39911929583a642aeb132334c404dfc19629%2Floading-03-style-radio.png?alt=media" alt="Waiting Experience Style radio options: Narrative Text / Brand Animation"><figcaption><p>Choose “Narrative Text” or “Brand Animation”; the settings below change to match your selection</p></figcaption></figure>

| Style               | What users see                                                                                                        | Suitable scenarios                                                                                                                    |
| ------------------- | --------------------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------- |
| **Narrative text**  | Animation + prompts for each stage, plus tool cards during tool execution                                             | Settings that prioritize professionalism and keep users informed of progress (finance, healthcare, government, B2B technical support) |
| **Brand animation** | Brand assets play throughout the wait; all system narrative text is hidden, with only the long-wait message displayed | Consumer experiences that emphasize brand identity and emotional connection (airlines, retail, hotels, event websites)                |

**How do you choose?** Ask yourself two questions:

1. **Do users need to know what AI is doing** while they wait? Yes (checking accounts or medical records, or running lengthy tool workflows) → Narrative text; no (general inquiries or brand interactions) → Brand animation.
2. **Do you have brand characters or animation assets ready?** If you have a mascot or animated logo → Brand animation turns the wait into brand exposure; if you do not → Narrative text can go live without creating any assets.

{% hint style="info" %}
“Narrative text” is the default. If you leave all custom text blank, behavior stays exactly as before (system default text is shown), so existing Web Chat channels are unaffected.
{% endhint %}

## <mark style="color:blue;">3. Configure Narrative Text Mode</mark> <a href="#narrative-mode" id="narrative-mode"></a>

After selecting “Narrative text,” you can configure the following settings. All are optional; leave them blank to use system defaults:

<figure><img src="https://1360999650-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F6v6TNkkOQVfRYfcNirHL%2Fuploads%2Fgit-blob-7d9c4fe51acc1996cb68aeaeb7d3735c14062d72%2Floading-04-narrative-fields.png?alt=media" alt="Traditional Chinese stage text in narrative text mode"><figcaption><p>Traditional Chinese stage text in narrative text mode</p></figcaption></figure>

### 1. Waiting animation <a href="#narrative-animation" id="narrative-animation"></a>

| Option             | Description                                                                                                                                  |
| ------------------ | -------------------------------------------------------------------------------------------------------------------------------------------- |
| **System default** | Show the built-in dot animation (default)                                                                                                    |
| **Custom upload**  | Upload your own animation asset. It applies only to the “Typing” stage and appears at a height of 64px, with its width scaled proportionally |

### 2. Show text alongside the animation <a href="#narrative-show-text" id="narrative-show-text"></a>

When checked (the default), stage text appears beside the animation during the “Typing” stage. When unchecked, only the animation plays during that stage, with no text. **Other stages, such as Thinking and Analyzing results, are unaffected** and still display their own text.

### 3. General stage text (multilingual) <a href="#narrative-stage-copy" id="narrative-stage-copy"></a>

Customize the text for the four waiting stages and the <mark style="color:blue;">**Long-Wait Message**</mark> in each language:

| Stage                    | When it appears                                            | When left blank                   |
| ------------------------ | ---------------------------------------------------------- | --------------------------------- |
| **Typing**               | After the message is sent, before AI starts processing     | System default text               |
| **Thinking**             | While AI analyzes the question and plans its response      | System default text               |
| **Analyzing results**    | While organizing results after tool execution              | System default text               |
| **Response interrupted** | When the response is interrupted for any reason            | System default text               |
| **Long-wait message**    | When the wait exceeds the “Long-Wait Threshold” in seconds | **Not shown** (no system default) |

Text shown during tool execution is configured on the tool cards instead (see [Tool Execution Text](#tool-category-copy)), so there is no “Calling tools” field among the stage text settings.

Enter text for each language separately, or fill in one language first and use <mark style="color:blue;">**AI Translation**</mark> to complete the others (see [Shared Settings](#shared-settings)).

### 4. When calling tools: tool display mode <a href="#narrative-tool-display" id="narrative-tool-display"></a>

Choose how much information tool cards show in the conversation while AI runs tools. Select one of three cards:

| Mode               | Effect in the conversation                                                |
| ------------------ | ------------------------------------------------------------------------- |
| **Full** (default) | Shows the tool name; expand to view input parameters and response results |
| **Compact**        | Shows only the tool name and execution status                             |
| **Hidden**         | Shows no tool execution information                                       |

<figure><img src="https://1360999650-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F6v6TNkkOQVfRYfcNirHL%2Fuploads%2Fgit-blob-ec0ff63b879b39e1c4d6affc72f659a347720857%2Floading-tool-display-narrative.png?alt=media" alt="When Calling Tools section: Full, Compact, and Hidden cards, with Full selected, followed by Tool Card Status Icons"><figcaption><p>“When Calling Tools” in narrative text mode: after “General Stage Text” and before “Tool Card Status Icons”</p></figcaption></figure>

Selecting <mark style="color:blue;">**Hidden**</mark> also collapses <mark style="color:blue;">**Tool Card Status Icons**</mark>, the <mark style="color:blue;">**Tool Category Text Table**</mark>, and <mark style="color:blue;">**Attached Tools**</mark> below it, because no tool cards appear in the conversation. Existing content is retained and reappears unchanged when you switch back to Full or Compact.

<figure><img src="https://1360999650-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F6v6TNkkOQVfRYfcNirHL%2Fuploads%2Fgit-blob-5ac11b83b64282e6420c8b156d1afb85e5eaa40e%2Floading-tool-display-hidden.png?alt=media" alt="Hidden selected under When Calling Tools, followed directly by Long-Wait Threshold"><figcaption><p>Selecting “Hidden” collapses the tool card settings sections</p></figcaption></figure>

{% hint style="info" %}
“Hidden” only hides tool execution information; it does not disable tools. AI continues to call them as usual. Each tool’s “Display Text” tab also has a display mode setting that can follow the channel setting or override it for that tool. See [Customize Tool Message Display](/maiagent-user-guide/en/build/tools/tool-display-settings.md#choose-display-mode).
{% endhint %}

### 5. Tool card status icons <a href="#narrative-tool-icon" id="narrative-tool-icon"></a>

Optional. Customize the “Running” and “Completed” icons on tool cards. Uploaded icons apply **to all tools** and display inline at a height of 20px. System default icons are used if none are uploaded.

### 6. Tool category text table <a href="#narrative-tool-table" id="narrative-tool-table"></a>

This organization-level setting overrides the “Running / Completed” text on tool cards by tool category. See [Tool Execution Text](#tool-category-copy) below. This table **appears only in narrative text mode** (brand animation mode hides tool narrative text, so the table is absent). It also collapses when the tool display mode is set to “Hidden.”

## <mark style="color:blue;">4. Configure Brand Animation Mode</mark> <a href="#brand-animation-mode" id="brand-animation-mode"></a>

After selecting “Brand animation,” your brand assets play throughout the wait, including pauses during tool execution. **All system narrative text is hidden**, but the long-wait message still appears. Available settings:

<figure><img src="https://1360999650-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F6v6TNkkOQVfRYfcNirHL%2Fuploads%2Fgit-blob-d45658fffda2a964094f06e63f64894ba55bdb66%2Floading-brand-tool-calling-stage.png?alt=media" alt="Brand animation settings: general animation asset and Upload Assets per State checked, with five asset slots for Typing, Thinking, Calling tools, Analyzing results, and Response interrupted, followed by the When Calling Tools information box"><figcaption><p>Brand animation mode: checking “Upload Assets per State” provides separate uploads for five states; “Calling tools” appears between Thinking and Analyzing results</p></figcaption></figure>

### 1. General animation asset <a href="#brand-general-asset" id="brand-general-asset"></a>

* Supported formats: png / apng / gif / webp (transparent backgrounds are recommended to blend into the chat window).
* When you upload a static png image, the system automatically adds a gentle floating effect to keep it from looking static.

### 2. Upload assets per state <a href="#brand-per-state-asset" id="brand-per-state-asset"></a>

When checked, you can assign a different asset to each waiting state (for example, a mascot tilting its head for “Thinking” and flipping through a book for “Analyzing results”). States without a specific asset automatically use the general asset. When unchecked, all states play the general asset.

| State                    | When it plays                                                             |
| ------------------------ | ------------------------------------------------------------------------- |
| **Typing**               | After the message is sent, before AI starts processing                    |
| **Thinking**             | While AI analyzes the question and plans its response                     |
| **Calling tools**        | While AI runs tools (such as querying a knowledge base or calling an API) |
| **Analyzing results**    | After tool execution, while AI organizes the results                      |
| **Response interrupted** | When the response is interrupted for any reason                           |

### 3. When calling tools: play the “Calling tools” asset <a href="#brand-tool-calling" id="brand-tool-calling"></a>

In brand animation mode, no tool cards appear in the conversation. Before the response text appears, Web Chat plays the “Calling tools” asset while AI runs tools, rather than switching back to “Thinking.” When tool results arrive and AI starts organizing them, it switches to the “Analyzing results” asset. If AI then runs another tool, it returns to “Calling tools.”

In this mode, <mark style="color:blue;">**When Calling Tools**</mark> on the settings page shows only an explanation, without the Full, Compact, and Hidden cards. Your selected [tool display mode](#narrative-tool-display) is retained and used again when you switch back to narrative text mode.

A coffee chain uses brand animation mode in its website’s Web Chat so its mascot accompanies customers while they wait. Customers often ask, “Where is my order?” The Agent then calls an order lookup tool, which takes longer than a typical question and answer. However, the mascot keeps using the same “Thinking” motion, making it look stuck. A marketer opens <mark style="color:blue;">**Response Waiting Style**</mark>, checks <mark style="color:blue;">**Upload Assets per State**</mark> in brand animation mode, uploads a gif of the mascot searching for an order under “Calling tools,” and clicks <mark style="color:blue;">**Save**</mark>. The next time a customer checks an order, the mascot switches to the order-search animation as soon as the Agent begins the lookup. Once the lookup is complete and the Agent organizes the results, it switches to the “Analyzing results” asset. Customers can immediately see that the system is working.

{% hint style="info" %}
If no “Calling tools” asset is uploaded, or “Upload Assets per State” is unchecked, the **general asset** plays during tool execution. Upload a “Calling tools” asset if you want tool execution to look different from “Thinking.”
{% endhint %}

### 4. Long-wait message <a href="#brand-long-wait" id="brand-long-wait"></a>

This sentence appears when the wait exceeds the threshold and is **the only text displayed** in brand animation mode. Use your brand character’s voice, for example: “Bear is busy digging through the details. Almost there!” Leave it blank to show no text.

## <mark style="color:blue;">5. Shared Settings for Both Modes</mark> <a href="#shared-settings" id="shared-settings"></a>

<figure><img src="https://1360999650-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F6v6TNkkOQVfRYfcNirHL%2Fuploads%2Fgit-blob-0de5d7165d3c1012df7674aee634b8c9ec6cca6a%2Floading-06-shared-settings.png?alt=media" alt="Long-Wait Threshold in seconds and AI Translation"><figcaption><p>Long-Wait Threshold: 5–120 seconds (default 20 seconds); the long-wait message appears only after this threshold</p></figcaption></figure>

| Setting                                                  | Description                                                                                                                                                                                                                        |
| -------------------------------------------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| <mark style="color:blue;">**Long-Wait Threshold**</mark> | Show the long-wait message only when the wait for a single response exceeds this many seconds. Set it to 5–120 seconds; **the default is 20 seconds**. If the long-wait message is blank, no text appears even after the threshold |
| <mark style="color:blue;">**AI Translation**</mark>      | Use text in any language as the source for AI to fill in the other languages you have added (save settings before using it). Save again after translation to apply the text to the channel                                         |

## <mark style="color:blue;">6. Live Preview</mark> <a href="#live-preview" id="live-preview"></a>

The preview panel on the right reflects your current settings immediately. Click <mark style="color:blue;">**Play Full Flow**</mark> to play the complete waiting experience in order: “Typing → Thinking → Tool execution → Analyzing results → Long-wait message.” You can check the effect before saving. In brand animation mode, the tool execution scene plays the “Calling tools” asset (or the general asset if none is uploaded). In narrative text mode with tool display mode set to “Hidden,” the preview skips the tool execution scene.

<figure><img src="https://1360999650-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F6v6TNkkOQVfRYfcNirHL%2Fuploads%2Fgit-blob-8cd0bb2a018205565573f03afd935a12533ae316%2Floading-07-preview.png?alt=media" alt="Right-side live preview panel playing the full waiting flow"><figcaption><p>Click “Play Full Flow” to preview the complete waiting experience (the preview is sped up)</p></figcaption></figure>

{% hint style="info" %}
The preview is sped up. In actual use, the long-wait message appears only after the number of seconds set in “Long-Wait Threshold.”
{% endhint %}

## <mark style="color:blue;">7. Tool Execution Text</mark> <a href="#tool-category-copy" id="tool-category-copy"></a>

In narrative text mode, **plain-language text** appears in the conversation during tool execution instead of the tool’s technical name (for example, “Searching the knowledge base” instead of the tool’s original name). Text is determined by tool category. There are 11 categories, each with system default text:

| Tool category           | Running                             | Completed                         |
| ----------------------- | ----------------------------------- | --------------------------------- |
| Knowledge base search   | Searching the knowledge base        | Searched the knowledge base       |
| Web search              | Searching the web                   | Searched the web                  |
| Read webpage            | Reading the webpage                 | Read the webpage                  |
| Code execution          | Running code                        | Executed code                     |
| File processing         | Processing files                    | Processed files                   |
| Image/video generation  | Generating images/videos            | Generated images/videos           |
| Database query          | Querying the database               | Queried the database              |
| Third-party integration | `Using {{tool}}`                    | `Used {{tool}}`                   |
| Browser operation       | Operating the browser               | Completed browser operation       |
| Assistant collaboration | Collaborating with other assistants | Completed assistant collaboration |
| Other                   | `Using {{tool}}`                    | `Used {{tool}}`                   |

`{{tool}}` is replaced with the tool’s display name. Newly created tools default to the “Other” category; the system automatically categorizes built-in tools by name.

System default text follows the conversation language. During execution, it includes the query subject (for example, “Searching the knowledge base: return process”). On completion, it includes the result count (for example, “Searched the knowledge base · 3 sources”). Separate messages apply when a tool fails or returns no results. See [Customize Tool Message Display](/maiagent-user-guide/en/build/tools/tool-display-settings.md#tool-status) for the complete rules and available variables.

### Customization method 1: organization level (by category) <a href="#tool-copy-org-level" id="tool-copy-org-level"></a>

In the <mark style="color:blue;">**Tool Category Text Table**</mark> on the “Response Waiting Style” page, override the “Running / Completed” text by category. Once saved, it applies to all Web Chat channels **across the organization**. Categories left blank use system defaults.

<figure><img src="https://1360999650-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F6v6TNkkOQVfRYfcNirHL%2Fuploads%2Fgit-blob-9338e202993154a63972658886ac80e5c6f99b9c%2Floading-08-tool-category-table.png?alt=media" alt="Tool Category Text Table: Running and Completed text fields for 11 categories, with system defaults in gray"><figcaption><p>Tool Category Text Table: override text by category; blank = use system default (shown only in narrative text mode)</p></figcaption></figure>

### Customization method 2: individual tool (highest priority) <a href="#tool-copy-per-tool" id="tool-copy-per-tool"></a>

If a tool needs its own text, click <mark style="color:blue;">**Tools**</mark> → <mark style="color:blue;">**Tool List**</mark> in the left menu and edit the tool:

1. Select a category from the <mark style="color:blue;">**Tool Category**</mark> dropdown (this determines which category’s default applies when no custom text is set).
2. Switch to the <mark style="color:blue;">**Display Text**</mark> tab, add a language, then customize this tool’s “Running / Completed” text. After adding other languages, use AI Translation to fill them in, review the content, and save the tool settings.

<figure><img src="https://1360999650-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F6v6TNkkOQVfRYfcNirHL%2Fuploads%2Fgit-blob-f43031491be237f3cdd2e6c136bc241c881d1531%2Floading-11-tool-category.png?alt=media" alt="Tool Category dropdown"><figcaption><p>Basic tool settings: select a tool category</p></figcaption></figure>

<figure><img src="https://1360999650-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F6v6TNkkOQVfRYfcNirHL%2Fuploads%2Fgit-blob-5b7000073f01609c77bd2eb0c17c996281ca90d3%2Floading-09-tool-edit.png?alt=media" alt="Display Text tab on the tool editing page"><figcaption><p>“Display Text” tab: add a language, then enter custom Running and Completed text</p></figcaption></figure>

{% hint style="warning" %}
An individual tool’s “Tool Category” follows that tool’s edit permissions. Display settings, including “Display Text” and display mode, can currently be edited only by the organization owner; other members have read-only access. Organization-level category text on the “Response Waiting Style” page follows the channel’s edit permissions.
{% endhint %}

### Text priority <a href="#tool-copy-priority" id="tool-copy-priority"></a>

When a tool runs, the system searches for display text in the following order and stops at the first match:

1. Custom text in the **user’s language** in the tool’s “Display Text” settings
2. Custom text in the **default language** in the tool’s “Display Text” settings
3. The organization’s override for that category in the “Tool Category Text Table”
4. The category’s system default text (table above)

## <mark style="color:blue;">8. Usage Examples</mark> <a href="#use-cases" id="use-cases"></a>

The following industry examples show how to combine the two styles with text settings:

### Finance/banking: professional narration that builds trust while users wait <a href="#use-case-finance" id="use-case-finance"></a>

Financial customers want to know whether AI is actually checking their information. Choose **Narrative text** and adapt the stage text to your business:

| Setting                                  | Example text                                                                                    |
| ---------------------------------------- | ----------------------------------------------------------------------------------------------- |
| Thinking                                 | Checking your question and applicable plans…                                                    |
| Analyzing results                        | Organizing your query results…                                                                  |
| Tool Category Text Table: Database query | Running: “Securely retrieving account information” / Completed: “Account information retrieved” |
| Long-wait message                        | Verifying your information is taking a little longer. Thank you for your patience               |

### Airlines/transportation: mascots turn waiting into a brand moment <a href="#use-case-airline" id="use-case-airline"></a>

Airline brands often have a complete set of mascot and visual assets. Choose **Brand animation** and upload a transparent gif/apng of your mascot as the general asset. Then check “Upload Assets per State” to show the mascot reviewing a flight schedule during “Thinking” and giving a thumbs-up during “Analyzing results.” Write the long-wait message in the character’s voice: “Your meal is warming up, and your information is almost ready too!”

### Healthcare: long-wait messages ease anxiety <a href="#use-case-healthcare" id="use-case-healthcare"></a>

Replies about appointments and clinic schedules often require querying hospital systems, which takes longer. Choose **Narrative text** and write a warm, specific long-wait message: “Looking up clinic information takes a moment. We haven’t forgotten you—please hold on.” Change “Analyzing results” to “Verifying clinic hours for you…” to reduce the chance of users leaving mid-conversation.

### Technology/electronics manufacturing: tool text users can understand <a href="#use-case-tech" id="use-case-tech"></a>

Technical support Agents often connect to several custom tools (part number lookups, service tickets, inventory checks). Rather than showing only “Using” followed by a tool name, customize each tool’s “Display Text” tab: for a part lookup tool, use “Looking up product specifications” / “Product specifications retrieved”; for a service ticket tool, use “Checking repair progress” / “Repair progress retrieved.” This connects each step to the user’s question.

### Services/retail/hotels: animation maintains your brand while long-wait messages support conversion <a href="#use-case-hospitality" id="use-case-hospitality"></a>

Users booking rooms or tables are especially impatient with waiting. Choose **Brand animation** to play your hotel logo or mascot animation and maintain the brand atmosphere. Lower the long-wait threshold (for example, to 10 seconds) and add a message such as “Checking room availability for you. Our best offer is on its way!” to set clear expectations before users leave.

## <mark style="color:blue;">9. Frequently Asked Questions</mark> <a href="#loading-faq" id="loading-faq"></a>

#### Q: Why did tool cards disappear after switching to brand animation mode? <a href="#faq-brand-hides-tools" id="faq-brand-hides-tools"></a>

Brand animation mode hides all system narrative text (including tool cards) and plays the “Calling tools” asset during tool execution instead (see [When Calling Tools](#brand-tool-calling)). This is expected. Your chosen tool display mode is retained, and tool cards reappear with those settings when you switch back to narrative text mode.

#### Q: Where do I configure tool cards to be completely hidden? <a href="#faq-hide-tool-cards" id="faq-hide-tool-cards"></a>

Under <mark style="color:blue;">**When Calling Tools**</mark> in narrative text mode on this page, select <mark style="color:blue;">**Hidden**</mark> and save (see [When Calling Tools: Tool Display Mode](#narrative-tool-display)). Each tool’s “Display Text” tab also has a display mode setting that can follow the channel setting or specify Full, Compact, or Hidden for that tool. Check the tool settings as well when troubleshooting.

#### Q: Why doesn’t my long-wait message appear even though I entered one? <a href="#faq-long-wait-not-showing" id="faq-long-wait-not-showing"></a>

The long-wait message appears only when **the wait for a single response exceeds the “Long-Wait Threshold”** (20 seconds by default). If responses never take that long, the message will not appear. To test it, temporarily lower the threshold to 5 seconds. Conversely, leave the message blank if you do not want it to appear.

#### Q: Why isn’t the AI Translation button responding? <a href="#faq-ai-translate" id="faq-ai-translate"></a>

You must **save the current settings first** before using AI translation. Enter and save the text in the source language, then run AI translation to fill in the other languages you have added. Review the translations, then click “Save” again to apply them. If you only have one language, add a target language first.

#### Q: Do these settings affect other channels? <a href="#faq-scope" id="faq-scope"></a>

Settings such as the waiting experience style, stage text, animation assets, tool display mode, and long-wait threshold apply to **a single Web Chat channel**, so each channel can have its own style. However, the “Tool Category Text Table” and each tool’s “Display Text” are **organization-wide** and shared across the organization once saved.

#### Q: What happens if I do not configure anything? <a href="#faq-defaults" id="faq-defaults"></a>

No additional configuration is required. The default is narrative mode, with system default text for each stage and the system default text for each category on tool cards. This matches the behavior before the update. This feature is available to all organizations on every plan.

#### Q: Why can’t I edit a tool’s “Display Text”? <a href="#faq-tool-edit-permission" id="faq-tool-edit-permission"></a>

Currently, only the organization owner can edit an individual tool’s “Display Text”. If the page is locked, ask the organization owner for help. Members with permission to edit channels can also configure shared text by category in the “Tool Category Text Table”.


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