Bot Profile Image Not Rendering – Showing Default Virtual Agent

[DhruvB]

I have created a Bot Profile in ServiceNow and uploaded a custom image. However, the Virtual Agent still displays the default branding image instead of the uploaded picture. I have tried refreshing the instance and clearing the cache, but the issue persists. Has anyone encountered this before? Any suggestions on how to resolve this?

[Medi C]

Hi @DhruvB,

Please change the picture on the profile:
https://YOUR_INSTANCE.service-now.com/live_profile.do?sys_id=0ca39ea2872303002ae97e2526cb0b70 

[DhruvB]

Hi @Medi C 
i have created already an new bot profile with picture but it is taking an default agent picture only.

[VictorFerreira]

You need to create the condition on Pixcel branding. ServiceNow is probably choosing default branding and not your recently created's Branding. That's why it's showing the default instead of the one you created.

You can also force the branding by going to 'sp_agent_chat_config' table, and forcing in the script the branding of the Virtual Agent through modifying the config object.