I am currently using Web Messaging and noticed that the default chatbot icon in the native web messenger client cannot be customized (as shown in the attached image). Could you please guide me on how to modify this icon
The bot icon is configured at the Messenger Configuration level (Admin -> Message -> Messenger Configurations - select your messenger configuration).
In the "Apps" tab, you can find the " Humanize your Conversation" section where you can define the Bot Name and the Bot Avatar (the icon).
There is a permission mentioned in Configure Messenger - under Prerequisites
To view the Brand Logo and Bot Avatar upload fields, add the permission to your role/user: Uploads > PublicAsset > Upload permission
I just noticed that an old org I have is missing the permission.
So if you don't see this permission in your org (i.e. if you don't find it when trying to add it to an existing role or a new one), please contact Customer Care and let them know about the issue. You can reference this post, and provide your org region and org id to Customer Care and they will manage this (we do not have access to customer data and org via the forum).