Unable to change EC Branding logo

[kambleprath]

I have a query regarding EC Branding. I am unable to change the chat header logo. I have tried updating it, but the logo is not changing. Could you please help me resolve this issue or let me know if there are any additional steps required?

[Vikram Reddy]

Hi @kambleprath,

Your screenshot actually shows the reason right at the top: "This record is in the Employee Center Core application, but Global is the current application." That banner isn't cosmetic, it means the fields on that EC Branding record are effectively locked while you're sitting in the Global scope, so your logo change on the Chat Header Logo field looks like it's saving but isn't actually being committed to that scoped record. Click the here link in that message (or use the application picker in the top nav to switch your current application to Employee Center Core) before you touch that record again, then update the Chat Header Logo. If you're on an older Rome-era build there's also a documented known error around this exact field (requires the sn_hr_sp plugin)

References

• Unable to change the Chat Header Logo for 'EC Branding' - Known Error (KB1118030)

Thank you,
Vikram Karety
Octigo Solutions INC

[marianbruma]

Hi @kambleprath 

From your screenshot, the Chat Header Logo appears to be broken rather than simply not updated.

I'd verify:

• The branding record you're editing is the one actually used by Employee Center/Virtual Agent.
• The image attachment is accessible (try opening it directly).
• Clear the cache or test in an incognito window, as branding assets are often cached.

Also, refer to the official branding documentation to verify the configuration:
https://www.servicenow.com/docs/bundle/zurich-conversational-interfaces/page/administer/conversation...

Hope this helps! If it does, please mark the reply as Helpful or Accepted Solution.

[Tanushree Maiti]

Hi @kambleprath 

Refer: https://www.servicenow.com/docs/r/conversational-interfaces/ac-configure-chat-branding.html

Role required: virtual_agent_admin or admin

Procedure

1. Navigate to All > Conversational Interfaces > Settings.
2. Under the Display Options section, select View All next to Branding.
3. Select New to create a branding configuration or select the branding configuration record to be updated.
4. On the form, fill in the fields.