Blank profile icon on Live Agent chat

[Nicole45]

When the virtual agent connects the user to a live agent, the profile photo circle changes from the virtual agent to the live agent. If the live agent doesn't have a photo uploaded, then their initials are displayed in the circle icons next to their part of the live chat conversation. The problem is, the larger circle icon located on the chat header is BLANK. It doesn't display the initials like the smaller circles do. The expected behavior is for that larger circle to mimic what is displayed to represent the agent in the smaller circles. Please help us fix this! About half of our agents don't wish to use their photos and we can't force them to, so I'd like their initials to display in the large circle. 

Here's what we get: 

[Ashutosh Munot1]

HI,

Check this widget

sn-va-sp-widget

Thanks,
Ashutosh

[Mark Roethof · Accepted solution]

Hi there,

Unfortunately, this is not how this page is setup. The top circle simple does not show initials. You also cannot change this page because you can't access the $sn-va-web-client-app.do page.

With Orlando, on the "Chat Setup" a new checkbox type field has been introduced: "Show Agent Names and Avatars".

As workaround, you could give the Live Profile of your Users a default picture.

If my answer helped you in any way, please then mark it as helpful.

Kind regards,
Mark
2020 ServiceNow Community MVP
2020 ServiceNow Developer MVP

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[Mark Roethof]

Hi there,

Did this solve your question? Or do we need to follow-up on this?

Please mark this answer as correct if it solves your question. This will help others who are looking for a similar solution. Also marking this answer as correct takes the post of the unsolved list.
Thanks.

Kind regards,
Mark
2020 ServiceNow Community MVP
2020 ServiceNow Developer MVP

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LinkedIn
Community article list

[Mark Roethof]

Hi there,

Did this solve your question? Or do we need to follow-up on this?

Please mark this answer as correct if it solves your question. This will help others who are looking for a similar solution. Also marking this answer as correct takes the post of the unsolved list.
Thanks.

Kind regards,
Mark
2020 ServiceNow Community MVP
2020 ServiceNow Developer MVP

---

LinkedIn
Community article list