I have replaced the Virtual Agent icon, but the default icon is still showing up over the new one

[nathandanek]

As the title states, I have replaced the virtual agent icon following the steps for changing the icon for agent chat detailed in this article. The image below is what I am seeing along with the code I am using to set it in the portal theme -> CSS Include -> Stylesheet: 

Any help with fixing this would be appreciated!

[Medi C]

@nathandanek 

Are you using Virual Agent or Agent Chat?

It looks like the steps you have followed are Agent Chat related.

Please try reverting the changes and try the following:

1. Go to System UI > Images and create a new image.
2. Name the file sn-va-sp-widget-icon.svg and add the image you want to display in the chat bubble. This image needs to be in SVG format only.
3. Clone the Virtual Agent Service Portal Widget and change the following in the widget's CSS:
   Change:
   

   .sn-va-widget-icon {
     background-image: url('/sn-va-sp-widget/sn-va-sp-widget-icon.svg');
     height: 32px;
     top: 1px;
     left: 12px;
     width: 36px;
     display: block
   }

   with:

   .sn-va-widget-icon {
     background-image: url('/sn-va-sp-widget-icon.svg');
     height: 32px;
     top: 1px;
     left: 12px;
     width: 36px;
     display: block
   }

4. Replace the OOB widget with the new one on pages where the OOB one is used.
5. Empty browser cache and hard reload the browser to see the changes to the chat bubble on Service Portal.

Source: https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0726500

[tonyfriot]

Hello, we have replaced the icon but I cannot ask all end users to refresh their cache, is there a way to force the icon to be displayed