Hello,
I am trying to apply custom branding to our Virtual Agent. I've watched several videos/read numerous threads on how to do so. I followed these steps:
1. Go to Conversational Interfaces -- Settings - Branding - Add new.
From here, i added my desired branding. the branding key is called ally_bot
2. Go to Service Portal Agent Chat Configurations
3. open my service portal record here, and add the following (see screenshot)
I then save and test the Virtual Agent, but the branding updates have not been applied. it still is the stock branding.
Any help would be greatly appreciated. thanks!
This is the legacy Service Portal widget:
Ideally, you would not use this one anymore. Not with adding it to Portal pages, not with embedding it to a header or footer (what seems to be your case). So remove the embedding from the header or footer.
Ideally, you would use Agent Chat configuration only.
If my answer helped you in any way, please then mark it as helpful.
Kind regards,
Mark
2020-2022 ServiceNow Community MVP
2020-2022 ServiceNow Developer MVP
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- In the Service Portal Designer, verify that there's no legacy Service Portal widget applied:
- Check if your Service Portal is using a Header or Footer (attached to the Theme on the Service Portal). If there is, open the Header or Footer and see if there's an embedded widget which is the legacy Service Portal widget.
- Check all Agent Chat configuration records. Are there records interfering with each other? If so, disable them or have a look at the order field.
- Double check the "Branding key" in the new Branding record, does the value exactly match what you used in the Agent Chat configuration record?
If my answer helped you in any way, please then mark it as helpful.
Kind regards,
Mark
2020-2022 ServiceNow Community MVP
2020-2022 ServiceNow Developer MVP
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