Configure a video avatar when available

Before you begin

Avatar video uses a separate provider-backed video agent. Open the chatbot's Settings → Avatar and check availability first. Provider credentials, presenter availability, plan access, and service readiness must be in place. Browser voice availability does not establish avatar availability.

Set up the avatar

1. Open Chatbots → your chatbot → Settings → Avatar.
2. In Avatar / Video Agent, read any availability message. If it says Avatar video is currently unavailable, contact support about provider setup; your existing configuration remains saved.
3. When available, turn on Enable Avatar.
4. Under Select Presenter, choose a presenter from the displayed gallery. If the gallery is empty, resolve provider setup before continuing.
5. Choose a Voice from the available options.
6. Select Configure Avatar Agent. Wait for the creation request to finish and confirm that Agent configured appears with the presenter and voice details.
7. Set Max Session Duration, then select Save Avatar Settings.
8. Open the public chatbot page in a browser that supports the video session, complete any required verification, and start the avatar experience.
9. Send a short, non-sensitive test question. Confirm that text, speech, and video correspond, then end the session. Repeat with the normal network and device types your visitors use.

What you should see

The configuration shows Agent configured. When the provider and session are available, the chat experience can present a talking video avatar. Configuration success and a working video session are separate checks; test the latter before advertising the feature to visitors.

Change or disable the avatar

1. Return to Settings → Avatar.
2. To stop offering it, turn off Enable Avatar and select Save Avatar Settings.
3. To replace an existing configured agent, review the current configuration, use its remove control, then select and configure the replacement presenter and voice. Re-test before returning it to public use.

Troubleshooting

• No presenters available: the provider configuration is missing or not available to this deployment; ask support to check the avatar service.
• Configure Avatar Agent fails: preserve the visible error message and try again only after checking availability. Do not assume an agent exists until the dashboard confirms it.
• Text works but video does not: check the avatar service, browser permissions, and whether the network allows the real-time media connection.
• Session stops: check configured maximum duration, verification requirements, and any returned service or allowance message.
• Public page still shows old settings: refresh the page after saving and confirm that you are testing the correct chatbot.

Continue learning

Configure browser voice · Visitor authentication and verification · Plans and allowances