Overview
On mobile, shoppers can press the Rep AI chat icon, drag it to a better spot, and release — the icon glides to the nearest side edge and stays there. It works the way floating video players and chat bubbles do on a phone: the icon is always available, and always somewhere the shopper chose to put it.
A quick tap still opens the chat exactly as it always does. Dragging and tapping never get confused with each other.
What Shoppers Can Do
On a phone or a narrow screen, shoppers can:
Move the chat icon to any height on the screen, on either the left or the right side.
Keep a clear view of product images, size charts, reviews, add-to-cart buttons, or sticky promotional bars while the icon stays within easy reach.
Tap to open the chat at any time — the icon opens the fullscreen conversation from wherever it now sits.
The icon always stays fully on screen, so it can never be dragged out of view or tucked somewhere unreachable.
How Shoppers Use It
The shopper presses and holds the chat icon for a moment, or presses and starts moving it.
The icon lifts and follows their finger smoothly around the screen.
They release it wherever they want it.
The icon settles instantly against the nearest side edge — left or right — at the height where they let go, with a comfortable margin from the edge.
A short tap that doesn't move opens the chat instead of starting a drag. Scrolling the page near the icon scrolls the page normally, without picking the icon up.
The Position Is Remembered
Once a shopper moves the icon, that spot becomes their spot:
It stays put as they browse from page to page across your store.
It stays put on return visits — the icon is still where they left it days later on that device.
Opening and closing the chat respects it. When a shopper closes the fullscreen chat, the icon returns to the position they chose, not to the default corner.
Starting a new conversation keeps it. A fresh conversation doesn't move the icon back.
Clearing site data in the browser, or visiting from a different device, starts fresh from your configured default position.
Your Console setting is always the starting point. Shoppers who never move the icon see it exactly where you placed it, and your setting itself is never altered by anything a shopper does.
Why This Matters for Your Store
Nothing gets covered. Mobile screens are small, and the most valuable pixels — the product photo, the price, the add-to-cart button — are often exactly where a floating icon sits. Shoppers can now solve that themselves in one gesture.
The chat stays available. A shopper who can move the icon out of the way has no reason to look for a way to get rid of it, which keeps your AI one tap away for the whole visit.
Mobile is where your traffic is. The majority of storefront visits happen on a phone, so this reaches the largest part of your audience.
It feels familiar immediately. Draggable, edge-snapping floating elements are the same pattern shoppers know from picture-in-picture video and messaging apps, so no one needs to be taught how it works.
It's a genuine differentiator. Shopper-side repositioning on mobile is not something other chat widgets offer.
Good to Know
No setup required. This is on automatically for every Rep AI chat widget, on every plan. There's nothing to enable in your Console.
Mobile screens. Dragging the icon applies to phone-width screens. On desktop, shoppers move the open chat window instead — see "Move the Rep AI Chat Window Anywhere on Your Page with Drag and Drop."
Works with any default position. Whichever corner or centered position you've configured, shoppers start from your setting and can move from there.
The fullscreen chat itself doesn't move. Once open on mobile, the conversation fills the screen, so there's nothing to reposition — the icon is what moves.
Proactive messages follow the icon. When a proactive message bubble appears, it shows up at the shopper's chosen icon position rather than the default corner, and nudges inward as needed so the whole bubble stays on screen.
Rotation is handled. If a shopper rotates their phone or the browser's address bar appears and disappears, the icon repositions itself to stay on screen and reachable — never trapped under the address bar or the home indicator.
Standard floating icon only. If your widget is embedded into a specific container on your page rather than floating over it, the icon stays fixed in that container.
Accessibility is unaffected. The icon remains reachable and operable with assistive technology and keyboard navigation.
Troubleshooting
A shopper says the icon isn't where you configured it.
That's expected once they've moved it — their chosen position takes priority on their device. Clearing the browser's site data returns the icon to your configured default.
The icon looks like it's in a different place on two phones.
The position is saved per device, so each shopper's arrangement is their own. Your configured default is what every new shopper sees.
Dragging doesn't seem to work.
Check the screen width — repositioning applies to phone-width screens. On a tablet or desktop, shoppers drag the open chat window instead. Also confirm your widget is the standard floating icon rather than one embedded into a container on the page.
A shopper reports the icon opened the chat while they were moving it.
A deliberate drag never opens the chat. A very short press that barely moves is read as a tap, which does open it — the same as tapping any button.
Need More Help?
If you have questions about how your chat widget behaves on mobile, contact our support team or ask the Rep AI Helper directly in your Console.