Virtual Agent profile icon not showing

[Ivan Delchev]

Hi,

Recently we enabled Virtual Agent in our portal and we designed a custom branding configuration for it. In that branding, we have a custom live feed profile connected with it with its own icon. Unfortunately, the icon is not displayed in the widget but it is showing the original "now" icon instead.

This is the configuration of our Branding setup:

Any ideas on this issue?

Thank you!

[Ajaykumar1]

Hi Ivan,

Below link might be helpful.

Configure Virtual Agent branding

Modify the bot avatar [com.glide.cs.branding.va_profile]

Click bot user profile to change the bot avatar. In the Live Profile form: To upload an avatar image, locate the Photo field, click Update, choose the image file and click OK. Enter a short description of the avatar in the Live Profile form and click Update. To delete an avatar, locate the Photo field and click Delete.

Regards,
Ajay

[Ivan Delchev]

Hi, thank you for your response. Unfortunetelly the photo is already there, but it's not showing in the widget

[Ajaykumar1]

Hi Ivan,

Not sure it will work or not, but refer below HI KB article.

How to change the Virtual Agent Icon in the Service Portal widget (sn-va-sp-widget)

Regards,
Ajay

[Brandon R1]

@Ivan Delchev Did you ever get this figured out??  In reviewing your screen shot above, I noticed it does not have Update/Delete above the image. I would try deleting the alien image/photo so the field is blank. I've seen this happen on a Catalog Item I worked on where the image did not have Update/Delete on it either. I deleted the image, then re-added the image and it finally displayed properly.

Thanks,

Brandon