How to change the Virtual Agent / Agent Assistant widget icon color in ESC Portal (AI enabled)?

[boteeuwen]

Hi Community,

In our esc portal, the Virtual Agent / Agent Assistant widget icon changes appearance when AI is enabled (it shows the sparkle icon and blue gradient).

We would like to change the color of this icon to better match our corporate branding.

I have a few questions:

• Is it possible to change the color of the Virtual Agent / Agent Assistant widget icon when AI is enabled?

• Is this controlled via CSS, theming, or is it hardcoded in the widget?

• If customization is possible, what would be the recommended approach (e.g., theme override, widget clone, UI Builder configuration)?

We are using the ESC portal with AI features enabled.

Any guidance or best practices would be appreciated.

Thanks in advance!

[Dr Atul G- LNG]

Hi @boteeuwen 

https://www.servicenow.com/community/virtual-agent-nlu-forum/virtual-agent-profile-icon-not-showing/...

https://www.servicenow.com/community/itsm-forum/how-do-i-change-the-virtual-agent-icon/td-p/226119

[Dr Atul G- LNG]

Hi @boteeuwen 

You can do this by updating the portal theme and setting the $now-sp-nass-FAB-icon variable.

$now-sp-nass-FAB-icon: url('/your_icon.png');

[boteeuwen]

Is it also possible to change the OOTB color of the FAB icon? 

[Dr Atul G- LNG]

https://www.servicenow.com/community/developer-forum/how-to-change-virtual-agent-icon-background-col...

https://www.servicenow.com/community/virtual-agent-nlu-articles/virtual-agent-bubble-color-url-param...