--- title: How to Configure Genesys to Display Agent Avatars description: To ensure that agent avatars are visible to customers in Genesys, several configuration steps must be completed. 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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 Configure Genesys to Display Agent Avatars ### To ensure that agent avatars are visible to customers in widget, several configuration steps must be completed. The requirements differ slightly between **webMessenger** and **audio calls**. **1. Agent Avatars in webMessenger** To display agent avatars in web chat or Messenger, make sure the following settings are in place: #### **1.1 Set the Agent Image** - The agent must have an image assigned in their profile. - **Important:** The image must be set as **Agent Image**, *not* as *Profile Picture*. (Only the Agent Image is used by Genesys for customer-facing channels.) ![](https://kb.trueengage.com/hs-fs/hubfs/image-png-Dec-04-2025-09-52-15-7278-AM.png?width=570&height=600&name=image-png-Dec-04-2025-09-52-15-7278-AM.png) #### **1.2 Enable “Humanize Your Conversation”** - Navigate to the **Messenger Configuration** used by the relevant **Messenger Deployment**. - In the **Behavior** section, enable the option **Humanize your conversation**. - This setting allows Messenger to display agent avatars to end users. ![](https://kb.trueengage.com/hs-fs/hubfs/image-png-Dec-04-2025-09-51-13-3708-AM.png?width=670&height=204&name=image-png-Dec-04-2025-09-51-13-3708-AM.png) --- ### **2. Agent Avatars in Audio Calls** To show agent avatars during audio interactions, ensure the following prerequisites are met: #### **2.1 Set the Agent Image** - As with chat, the agent must have an image assigned as **Agent Image** (not Profile Picture). ![](https://kb.trueengage.com/hs-fs/hubfs/image-png-Dec-04-2025-09-52-31-5972-AM.png?width=570&height=600&name=image-png-Dec-04-2025-09-52-31-5972-AM.png)   --- If all the above conditions are met, agent avatars should display correctly across the relevant Genesys channels.   - [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)