Chapter 09

Make it feel like you.

The visitor should feel they reached a real person or that person's transparent stand-in, not an anonymous queue. Identity is not decoration. It is part of trust.

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Chapter 09 of 09

Field guide

What to learn in this chapter

Use names, avatars, pins, greetings, and team policy to make the experience personal without pretending AI is human.

Use this chapter when you want the widget to match a founder, consultant, specialist, agency, or team brand while keeping AI identity clear.

Use real names for reps and clear names for stand-ins.

Choose avatars that support trust without creating confusion.

Use lapel pins for lightweight brand presence.

Set team pin policy when consistency matters more than individual choice.

Trust

01

Personal does not mean deceptive.

Stand works because the human relationship stays visible. The stand-in can have a name, avatar, and tone, but the visitor should still see that it is AI.

That transparency protects trust. The visitor can accept AI coverage when it feels like helpful backup for a real person, not a disguise.

Stand Looks tab showing visitor preview, generated avatars, previously generated avatars, upload photo option, and agent pin settings.
Figure 9-1. The Looks tab is where identity becomes visible: preview the visitor-facing name and avatar, generate or upload a face, and decide whether an agent pin belongs in the header.

Example

Solo consultant

Situation
The visitor came to reach a specific expert, not a support department.
Move
Use the consultant name and headshot for live chat, and a stand-in identity that clearly represents that consultant when unavailable.
Insight
The personal promise is the product. Preserve it.

Example

Agency team

Situation
Several specialists cover different client sites, but the agency wants a consistent brand feel.
Move
Use specialist avatars and a shared agency lapel pin set by team policy.
Insight
A small visual policy can create consistency without flattening every rep into a generic queue.

Pins and policy

02

Use lapel pins as a brand accent, not a billboard.

A lapel pin is intentionally small. It can carry a logo, color, initial, or mark beside the rep or stand-in name. Use it to signal continuity, not to turn the chat header into an ad.

Team pin policy is useful when owners want every rep and stand-in to carry the same visual brand. Individual pins are better when personal identity matters more.

ChoiceRep pin
Best forSolo experts and individual sellers
TradeoffLess consistent across a team
ChoiceAgent pin
Best forSpecialist stand-ins or campaign-specific identities
TradeoffNeeds maintenance when agents multiply
ChoiceTeam pin policy
Best forAgencies, brands, and teams with visual rules
TradeoffOverrides individual choices while active
ChoiceNo pin
Best forVery minimal or highly personal sites
TradeoffLess brand continuity in the header

Paid polish

03

Remove Stand branding when the widget becomes part of your experience.

Base includes a small "Powered by Stand" footer. Pro and Business remove it. That matters when the chat experience should feel fully native to your brand or client site.

Do not wait for perfect branding before learning from conversations. Start with clear identity, then polish once the page proves value.

Good enough to launch

  • The rep display name is recognizable.
  • The stand-in identity is clear and transparent.
  • The greeting matches the page.
  • The avatar and pin do not create confusion about who is speaking.
  • The powered-by footer choice matches your plan and brand expectations.

Questions

Common reader notes

Can I remove the Powered by Stand footer?

Yes. The footer appears on Base and is hidden on Pro and Business.

Can teams enforce one pin across the organization?

Yes. Owners can set a team pin policy that overrides rep and agent pins while active.

Continue the guide

Build Stand as a learning loop, one chapter at a time.

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