Configuring an AI agent's name and avatar (Legacy)

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<p id="docs-hc-snippet" style="display: none;">After youcreate an AI agent, you can update its name and add an avatar image to align with your brand andAI agent persona.</p>
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<div class="note attention" id="messaging_bot_avatar__note_ttm_ptd_f2c">
<span class="attentiontitle"></span> <span class="ph">This article describes functionality that moved into
legacy status on July 31, 2025. On December 10, 2026, this functionality will no
longer be available. For more information, see <a href="https://support.zendesk.com/hc/en-us/articles/10487730059034" target="_blank">this announcement</a>.</span>
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<p class="p">After you <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408824263578" target="_blank">create an AI agent</a>, you can update its name
and add an avatar image to align with your brand and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8753435048474" target="_blank">AI agent persona</a>.</p>
<p class="p">You must be an admin to configure an AI agent’s name and avatar. </p>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="messaging_bot_avatar__ul_cd1_ztd_f2c">
<li class="li"><a class="xref" href="#topic_syw_g5l_dgc">Updating an AI agent name</a></li>
<li class="li"><a class="xref" href="#topic_rwp_ttd_f2c">Adding an AI agent avatar</a></li>
</ul>
<p class="p">Related article:</p>
<ul class="ul" id="messaging_bot_avatar__ul_xfb_ttd_f2c">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6447052708762-Viewing-and-editing-general-bot-settings" target="_blank">Viewing and configuring settings for AI
agents</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_syw_g5l_dgc">
<h2 class="title topictitle2" id="ariaid-title2">Updating an AI agent name</h2>
<div class="body">
<p class="p">You picked a name for your AI agent when you created it, but you can update the name
at any time. </p>
<p class="p"><strong class="ph b">To update an AI agent’s name</strong></p>
<ol class="ol" id="topic_syw_g5l_dgc__ol_rrt_l5l_dgc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_syw_g5l_dgc__d9e1351" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon_ai.png">
<strong class="ph b">AI</strong> in the sidebar, then select <strong class="ph b">AI agents &gt; AI agents</strong>.</span></li>
<li class="li">Click the name of the AI agent you want to update. </li>
<li class="li">Click the <strong class="ph b">Settings</strong> tab. </li>
<li class="li">Click the <strong class="ph b">Identity</strong> section to expand it. </li>
<li class="li">In <strong class="ph b">Name</strong>, update the AI agent’s name. <p class="p">This name appears at the top of
the Web Widget in messaging conversations and as the sender in emails.
Choose a name that makes it clear customers are not talking to a
human.</p>
<p class="p"><img class="image" id="topic_syw_g5l_dgc__image_ly2_t5l_dgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiae_update_ai_agent_name.png" width="600"></p>
</li>
</ol>
<p class="p">Your changes are automatically saved, but updates to the AI agent’s name won’t be
presented to customers until you <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7232810932250" target="_blank">publish the AI agent</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_rwp_ttd_f2c">
<h2 class="title topictitle2" id="ariaid-title3">Adding an AI agent avatar</h2>
<div class="body">
<p class="p">You can upload an AI agent avatar to reinforce your brand. The avatar appears next to
the AI agent’s messages in the Web Widget.</p>
<p class="p"><strong class="ph b">To add an AI agent avatar</strong></p>
<ol class="ol" id="topic_rwp_ttd_f2c__ol_iqj_21m_3bc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_rwp_ttd_f2c__d9e1351" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon_ai.png">
<strong class="ph b">AI</strong> in the sidebar, then select <strong class="ph b">AI agents &gt; AI agents</strong>.</span></li>
<li class="li">Click the name of the AI agent you want to update.</li>
<li class="li">Click the <strong class="ph b">Settings</strong> tab.</li>
<li class="li">Click the <strong class="ph b">Identity</strong> section to expand it.</li>
<li class="li">Under <strong class="ph b">Avatar</strong>, drag-and-drop or click to upload an image. <p class="p">The image can
be a JPG, PNG, or GIF file and it must be smaller than 100KB. An image size
of 50x50 pixels gives the best results. Simple, clear images that represent
your organization (such as a logo or mascot) are recommended.</p>
<p class="p"><img class="image" id="topic_rwp_ttd_f2c__image_jqj_21m_3bc" src="https://zen-marketing-documentation.s3.us-west-1.amazonaws.com/docs/en/ai_agents_avatar_updated.png" width="500"></p>
</li>
<li class="li">
<p class="p">(Optional) Click <strong class="ph b">Test AI agent</strong> to open the test widget and see how the
avatar appears, and repeat step 5 if necessary.</p>
</li>
</ol>
<p class="p">Your changes are automatically saved, but updates to the AI agent avatar won’t be
presented to customers until you <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7232810932250" target="_blank">publish the AI agent</a>.</p>
<div class="p">
<div class="note" id="topic_rwp_ttd_f2c__note_g3m_z5l_dgc">
<span class="notetitle">Note:</span> If you use <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5381304334234" target="_blank">proactive messaging</a> and have set this
AI agent as the responder, you must re-save your proactive message configuration
before the AI agent avatar becomes visible to customers.</div>
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