Choose the format that fits the moment, and understand what each one does to the conversation.
Written by the Lavenity teamUpdated today 5 min read
Chat message
A chat message arrives inside the messenger as a message from the teammate who sent it. Show as controls how it appears: a snippet is a small preview next to the launcher, while a full message opens the conversation panel straight away.
It also creates real work in the Inbox. The message is written into the visitor’s conversation, the conversation is assigned to the sender when nobody owns it yet, and the AI agent steps aside so a person is expected to continue. Any reply arrives in the shared queue like every other request.
Banner
A banner appears above your website page and suits announcements everyone should see without opening a chat: a new feature, planned maintenance, a trial that is ending. It has a headline, a short message, and an optional button.
A button needs both a label and a link — one without the other blocks publishing.
Links are either a path on your own site, such as /pricing, or a full https address.
Keep the body to one or two lines and put the detail behind the button.
Survey
A 0–10 score measures loyalty across the whole relationship and works best with established users.
Satisfaction asks about one specific experience and belongs immediately after it.
Multiple choice compares options you could work on next, with two to eight answers.