Change your bot’s icon or avatar
Upload a recognisable brand icon and verify it in the visitor-facing messenger.
Before you begin
Select the correct AI agent and open Appearance. Keep the public website available in another tab so you can check the customer experience after saving.
Step by step
- 1
Prepare a suitable image
Use a clear PNG, JPG, WebP or GIF with a recognisable shape at small sizes. Avoid tiny text and busy backgrounds.
- 2
Open Bot icon
In Branding, use the image control to upload or replace the agent icon. Follow the file guidance shown by the uploader.
- 3
Save branding
Wait for the upload to finish and save the branding changes. Keep the page open if an upload or validation error is shown.
- 4
Inspect the result
Reload the public widget on desktop and mobile. Check the chat identity and reply-preview avatar; staff replies may use the staff member’s own profile image.
Good to know
The launcher button’s icon/content has its own Appearance controls. Changing the bot icon does not necessarily change a custom launcher design.
Check the result
Save the change and reload a page that loads this agent. Check desktop and mobile, including text contrast and the collapsed launcher.
Questions & troubleshooting
The old image is still visible
Confirm the upload and Save branding succeeded, then reload the public page and check that it embeds this agent.
The image is hard to recognise
Try a simpler square image with more contrast and room around the mark.
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