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!

[Mario_Casanas]

Español:

• Para cambiar la imagen deben ingresar en la tabla live_profile (reemplazar <INSTANCIA> por el nombre de su instancia):

https://<INSTANCIA>.service-now.com/live_profile.do?sys_id=0ca39ea2872303002ae97e2526cb0b70&sysparm_...

English: 

• To change the image, you must enter the table live_profile (replace <INSTANCE> with your instance name):

https://<INSTANCIA>.service-now.com/live_profile.do?sys_id=0ca39ea2872303002ae97e2526cb0b70&sysparm_...

Español:

• Debes presionar DELETE en la imagen y luego UPDATE para seleccionar la imagen que necesitan.

English:

• You must press DELETE on the image and then UPDATE to select the desired image.

Español:

• Luego guardamos los cambios. Ingresamos en Service Portal y vemos que el chat tiene los nuevos íconos.

English:

• Then we save the changes. We log in to the Service Portal and see that the chat has the new icons.

Español:

• Espero que les sirva de ayuda

 English:

• I hope it will be of help to you

Saludos/Regards

[Susan Britt]

I cannot duplicate the issue in Orlando.  If you recently changed the live profile photo, can you clear the ServiceNow cache (cache.do) and your local browser cache - maybe try a different browser to see if it's updated.

[Chris D]

For some reason, on our Madrid > Orlando upgraded instances (though not my upgraded personal instance), our custom VA user profile photo was wiped out and replaced with the Now logo but that's different than your issue...

Maybe try changing that Bot Profile back to "Virtual Agent" (or anything else), saving, then changing it back to your custom Cooper profile? And then if that doesn't work, try changing Cooper's picture, save, then change it back.

[Muralidharan BS]

Hi Ivan,

try to change the icon here and try - /live_profile.do?sys_id=0ca39ea2872303002ae97e2526cb0b70

[Anirban Roy]

Hi Ivan,

Can you try changing the user profile once.

I just added an image without any user profile.
I have a feeling that your user profile image was updated in 'sys_user' table. Sometimes, it references the old image even thought deleted.

PS: I couldnt find any better logo stored in my system. 🙂

Regards,

Anirban