--- title: How to Add a Custom Background to Agent Video Calls description: Learn how to configure custom video backgrounds for agent video calls in TrueEngage. Upload a PNG background, match camera aspect ratios, and understand how backgrounds override blur settings. 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[Knowledge Base](https://kb.trueengage.com/genesys-cloud?hsLang=en) 2. [FAQs](https://kb.trueengage.com/genesys-cloud/faqs?hsLang=en) # How to Add a Custom Background to Agent Video Calls   TrueEngage allows you to enhance the visual experience of video calls by adding a **custom video background** behind the *agent’s camera feed*. This feature can help reinforce branding, improve privacy, and create a more professional appearance during customer interactions. You can configure the video background directly in the **Management Panel → Widgets → Design → Additional Settings**. --- Video background option let you upload an image that will replace the agent’s real environment during a video call. When enabled, every video call coming **from this widget** will display the uploaded background image behind the agent. This feature is ideal for: - Retail kiosks - Financial or healthcare consultations - Virtual service desks - Any scenario where a consistent or branded appearance is required #### **How to Enable and Configure the Video Background** 1. Open your widget in the **TrueEngage Management Panel**. 2. Navigate to: **Design → Additional Settings** 3. Locate the **Video backgrounds** option. 4. Turn the toggle **ON**. 5. Upload your PNG image. (Maximum size: *8MB*) ![](https://kb.trueengage.com/hs-fs/hubfs/image-png-Nov-25-2025-08-20-28-2669-AM.png?width=670&height=600&name=image-png-Nov-25-2025-08-20-28-2669-AM.png) Once uploaded, the background becomes active immediately for all video interactions made through this widget. --- #### **Image Requirements** To ensure the background displays correctly behind the agent, the image ratio should match the **agent’s camera aspect ratio**. Common ratios include: - **4:3** — Many built-in laptop webcams - **16:9** — Most external webcams Using a matching ratio prevents stretching or cropping of the background during video calls. --- #### **Interaction with Blur Settings** - If you enable a **video background**, it will automatically **override the Agent Blur setting** for this widget. - Visitor Blur remains unaffected. This ensures that the background image is always visible and not partially blurred. --- #### **Important Limitation** ⚠️ **Video background does not work in the Genesys Desktop Application.** This is a current limitation of the Genesys environment and may change if Genesys updates their Desktop App rendering pipeline. - [Getting Started](https://kb.trueengage.com/genesys-cloud/getting-started?hsLang=en) - [Installation & Setup](https://kb.trueengage.com/genesys-cloud/installation-setup?hsLang=en) - [User Guide](https://kb.trueengage.com/genesys-cloud/user-guide?hsLang=en#main-content) - [Contact Channels](https://kb.trueengage.com/genesys-cloud/user-guide?hsLang=en#contact-channels) - [Features](https://kb.trueengage.com/genesys-cloud/features?hsLang=en) - [FAQs](https://kb.trueengage.com/genesys-cloud/faqs?hsLang=en) - [Troubleshooting](https://kb.trueengage.com/genesys-cloud/troubleshooting?hsLang=en) - [Administration & Billing](https://kb.trueengage.com/genesys-cloud/administration-billing?hsLang=en) - [Integrations & API's](https://kb.trueengage.com/genesys-cloud/integrations-apis?hsLang=en) - [Architecture & Security](https://kb.trueengage.com/genesys-cloud/architecture-security?hsLang=en) - [Legal](https://kb.trueengage.com/genesys-cloud/legal?hsLang=en) - [Interaction Routing & Availability](https://kb.trueengage.com/genesys-cloud/interaction-routing-availability?hsLang=en) [![logo (3) copy](https://kb.trueengage.com/hs-fs/hubfs/logo%20(3)%20copy.png?width=440&height=36&name=logo%20(3)%20copy.png "logo (3) copy")](https://www.trueengage.com?hsLang=en) [mailto:email@email.com](mailto:email@email.com)