Should Bot Avatar Display in Agent UI for Web Messaging?

Web Messaging
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Hi there!

I recently raised a Care Case on this issue, and they suggested I bring it to the Developer Forum for further clarification.

I have a Bot Avatar uploaded for the configuration version in active use by my deployment. When the client sends a message using the messenger UI, they can see that Bot Avatar -- as expected.

However I've noticed that the agent-side messaging UI does not show this Bot Avatar, only the agent profile picture (incidentally, not the Agent Avatar, though this isn't a major concern for us).

I'm sure I saw this Bot Avatar displaying in the agent-side UI at one point, but sadly don't have any screenshots to verify this!

Does anyone here know if the Bot Avatar is expected to show up in the Agent UI? It would be useful for our agents if they could more easily distinguish the Bot messaging from their own -- especially in the early days while our agents get used to Web Messaging in Genesys.

If the Bot Avatar is meant to show in the Agent UI, do ye know of any reason why it's not showing for us?

The Customer Care agent said they couldn't see "any documentation that would confirm this".

They also said if ye "advised it is a bug, we can log an internal case to them. Should they advise that this could be an enhancement, you can log them here: https://genesyscloud.ideas.aha.io/ideas."

Thanks a mil.

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Hi - to be 100% sure, could you attach a screenshot showing the Agent's UI transcript with previous messages generated by a Flow or Bot?

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Hi Angelo

Thanks for replying to my topic.

See below screenshots of the Agent UI vs the Client-side UI (I'll have to add these in two separate replies). The Bot is labelled as "Workflow" not "Cornmarket Bot" as it is in the client-side UI, and does not have the bespoke Avatar I uploaded.

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image670×746 66.8 KB

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Agent-side UI:

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image1128×655 36.5 KB

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Hi @Gemma - indeed that is the standard by-design behavior: the configurable agent & bot names & avatars apply only to our "guest" interface, the public-facing UI visible to End-Users.
The agent-facing behavior you are observing hasn't changed.
Thanks!

1 Like
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Thanks Angelo! Makes sense, and shouldn't be a problem once agents know what to expect :grinning_face_with_smiling_eyes:

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