Separate Concierge Avatars for Multiple Brands

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5 Comentarios

  • Ramin Shokrizadeh
    Zendesk Product Manager

    Hi there Patrick,

    Thanks for posting you question. I checked your account and the reason why all the avatars disappeared is due to the fact that the "Show avatars" Widget setting is turned off.

    If you turn that on and then use:

    $zopim(function() {
    $zopim.livechat.theme.setProfileCardConfig(

    { avatar: false }

    );
    });

    </script>

    You should only see the agent avatars inside the chat log. If you are using triggers, any proactive message will show the concierge image.

    If you want all agents to have the same image in the chat log, you will need to get them to upload the image as their personal avatar. There is no JS API to overwrite the agent avatar, just the concierge image (when no agent is in the chat conversation).

    Thanks,

    Ramin

    0
  • Patrick N

    Hi Ramin,

    I don't want to see agent avatars. I never want to see agent avatars.

    I only want the concierge avatar to appear on top of the chat of box. I don't want any avatars in the actual chat log (beside messages).

    I just want the concierge image to appear on top but to have different ones dependent on website.

    Thanks!

    0
  • Ramin Shokrizadeh
    Zendesk Product Manager

    Do specific agents work for a specific brand? If agents work on multiple brands, unfortunately there is no solution.

    If they are tied to a specific brand, they can upload the same image as their personal avatar.

    -Ramin

    0
  • Patrick N

    I still don't think you understand what I'm asking for.

    This has nothing to do with agents. I don't want agent avatars to ever appear.

    I only want to the concierge avatar to appear (the image that 'Appears in greeting and status messages', next to display title and byline). The problem is I can only upload one of these images on the Zendesk backend. I want code that would allow me to have different concierge images to appear for different sites.

    Thanks!

    0
  • Ramin Shokrizadeh
    Zendesk Product Manager

    Thanks Patrick, let me try and explain how the concierge image works.

    It is designed only for when a proactive message is sent or when an agent(s) is not inside the chat conversation.

    What you want is a persistent image inside the concierge area regardless of when an agent is inside or outside the conversation. That is not how the current functionality is designed to work.

    To achieve what you want, you need to upload the one image to each agent's avatar so that when they join the conversation the image remains inside the profile card area.

    If agents work on multiple brands, this won't work and the only solution is to build a custom widget using the Web SDK (Premium plan only). You can get more info on the Web SDK here: api.zopim.com/web-sdk

    -Ramin

    0

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