Virtual Agent Icon defaults back to NOW Icon from previous user session - Support and Troubleshooting

Virtual Agent Icon defaults back to NOW Icon from previous user session Issue After logging out of a user session and logging back in, the Virtual Agent Live Profile Icon photo reverts to the out-of-the-box "Now" Icon. This does not impact new messages from Virtual Agent.

Release All

Cause The Live Profile icon is not correctly configured through the OOB configurable method.

Resolution Navigate to https:// .service-now.com /live_profile.do?sys_id=0ca39ea2872303002ae97e2526cb0b70

If this appears as the default "Now" icon, change the icon to the desired one.

Related Links Virtual Agent profile icon not showing - Page 2 - ServiceNow Community