CSM customers not seeing custom virtual agent branding

[Pelo Ntwampe]

Hi,

We have configured a custom Agent Chat and Branding for a custom CSM portal. The Virtual Agent and branding on the new portal are working fine as admin, but customers still see the default branding when accessing VA on the new portal. 

Did we miss a step on creating the custom branding or how can we enforce the new branding on the VA for the new portal?

Thank you.

[Saloni Suthar]

Have you added a branding key to your custom portal's agent chat setup? 

[Pelo Ntwampe]

Yes- we've added the custom branding key to the custom agent chat record. This works fine for admins, but not for any other users.
Any other ideas?