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The custom chat icons are not applied on the Virtual Agent Web Client if the branding key has some special characters, such as å, ç, ğ, etc. Steps to Reproduce 1- Create a new branding configuration with the "Kors på Halsen" name. The branding key (kors_på_halsen) will be auto-populated. Please see the steps in the official documentation below: https://docs.servicenow.com/bundle/tokyo-servicenow-platform/page/administer/conversational-interfaces/task/ac-configure-chat-branding.html 2- Customize some of the icons, such as Start conversation, End conversation, etc., under the Icons tab in the branding settings. See the screenshot below: 3- Navigate to All > Service Portal > Agent Chat configuration and set the branding_key parameter with the "kors_på_halsen" for your portal configuration. See the official documentation below for more info. https://docs.servicenow.com/bundle/tokyo-servicenow-platform/page/build/service-portal/task/configure-va-in-sp.html 4- Navigate to the portal to test the Virtual Agent with the new branding configuration. You can also launch your Virtual Agent Web Client directly with the new branding_key parameter via the URL below: https://<Instance_name>.service-now.com/$sn-va-web-client-app.do?sysparm_branding_key=kors_på_halsen
The default icons are visible.
The custom icons should be visible
Remove the special characters from your branding name. The branding key will be auto-generated from the updated branding name. Click the save button to update the branding configuration form and use the new branding key with your Virtual Agent Web Client.
PRB1652708
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ServiceNow Integration
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