I'm having trouble updating my Chat avatar

Question

I changed my avatar image in my Chat settings but the old image is still appearing on the live widget when customers chat in. What is the difference between the avatar in the Widget settings and the avatar in the Personal settings in the Chat product? 

Answer

In Chat, there are two different avatars:

• The concierge avatar. This avatar shows up for customers when they first initiate a live chat session, but before any specific agent has joined the chat.
• The agent's personal avatar. When an agent serves a chat, the concierge avatar is replaced with the agent's personal avatar in the chat session. 

If you made changes to one of the avatars, but do not see those changes showing up in your live chat, check the other avatar. 

To manage the agent's personal avatar, follow the instructions in this article: Editing your personal settings in Zendesk Chat Standalone accounts. To manage the concierge avatar, see the instructions in this article: Customizing the appearance of your widget. 

The conversation looks like the screenshots below. First, the widget shows the concierge avatar and then the widget replaces it with the agent's personal avatar.

    

Note: The accepted image file types are .PNG and .JPG.