Visitors see the real person they're talking to - and the chatbot moves in with chat

Two changes to live chat. First, the widget now shows the actual teammate handling the conversation - the profile photo and chat name from their own profile, in the chat header as well as on their replies. Until now the header always showed a fixed brand avatar and a generic name like "Support", even while a named person was clearly typing back. It updates live: if a conversation is assigned to someone else, or picked up by a different person on the next shift, the header follows. The status dot now reports whether that person is around rather than whether anyone on the team is, because "the team is online" and "Sam is here" are not the same promise. The home screen's avatar stack shows whoever is genuinely online instead of a hardcoded list. A teammate with no photo uploaded gets their own initials, never the brand image with someone's name attached - and if you'd rather present a single faceless brand, one switch in the widget's Branding settings turns the whole thing off, for the header and the replies alike. Nothing else about the visitor's view changed, and no new information is exposed: agent names and photos were already shown on replies. Second, the AI chatbot is no longer a separate section. Bots, the knowledge base, FAQs and conversation flows were sitting under their own sidebar item, away from the widgets they run on - one product split across two places. They're now tabs inside Chat, alongside Widgets. Each tab is its own page, so you can link to and bookmark the knowledge base or a specific flow, and the back button behaves. Existing links keep working.