I'm having trouble updating my chat avatar

Issue Symptoms

I changed my avatar image in my Chat settings but the old image is still appearing on my 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? Why are there two different avatars?

Resolution Steps

In the Chat product there are two different avatars. One is for your personal avatar as an agent, and one is for the avatar that shows up to customers before any specific agent joins the chat. If you made changes to one of the avatars, but do not see those changes showing up in your live chat, you may need to change the other avatar. See below for more information on the two different avatars and how they work.

The Concierge avatar

Under Settings > Widget > Appearance > Concierge you will see the option to upload an image for 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.

An agent's personal avatar

Under Settings > Personal > Profile you will see the option to upload an image for your personal avatar. When you as an agent join a chat with a customer, the concierge avatar will be replaced with your personal avatar in the chat session. 

The conversation will look like this, first showing the Concierge avatar, then replacing it with the personal avatar:

    

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