Show the real agent's photo and name in the chat widget

When one of your team is handling a live chat, the widget shows that person — the profile photo and chat name from their own profile — in the chat header and on their replies. A visitor can see who they are actually talking to, rather than a fixed brand avatar labelled "Support".

Where the photo comes from

Each teammate's photo is the one they upload under Profile, and the name is their chat display name if they have set one, otherwise their first name only — surnames are never shown to visitors. Nothing needs configuring per widget: upload a photo and it appears.

Who counts as "the agent"

The widget follows one rule, in this order:

• the person the conversation is assigned to, if it is assigned;
• otherwise whoever replied most recently;
• otherwise nobody — the widget shows your brand avatar and the agent name from Branding.

That means the header updates live. Reassign a conversation and the visitor sees the new person on the next poll, a few seconds later. Hand a thread over at the end of a shift and the face changes with it.

The status dot

The green dot beside the name reports whether that person is online, not whether anyone on the team is — "the team is around" and "Sam is here" are different promises. Before anyone picks the conversation up, it falls back to team presence as it always did.

What visitors never see

Only a first name (or chat display name) and a photo. Email addresses, surnames, roles and internal IDs are never sent to the widget. Photos are served through a route scoped to your workspace, so a photo can only ever render on your own widgets. A teammate who has been removed from the workspace stops appearing immediately.

If someone has no photo

They get their own initials in your brand colour — never the brand image with a person's name beside it, which would misrepresent who is talking.

Turning it off

If you would rather present a single, faceless brand identity, open the widget, go to Branding and untick Show the real agent's photo and name. That covers the header and the reply bubbles: every message then shows your configured avatar and agent name. The Avatar image URL field above it is what the widget falls back to — it is also what the AI chatbot uses, and what visitors see while a conversation is waiting in the queue.