The avatar

The web widget shows the agent as an animated portrait that breathes, blinks and moves its lips while it speaks.

The avatar belongs to the agent, not to the widget. Every widget of an agent shows the same face. When a call is handed to another agent with a transfer, the widget switches to the face and name of the agent that takes it.

Where to choose it

Three paths lead to the same editor:

In the Voice Agent menu list, click the avatar on the agent’s row.
Configure consumption → Widget for your site section.
Widget, in the agent’s actions.

Illustrated or realistic

The first group, Face, chooses the type of face:

Illustrated: a drawn portrait you build piece by piece with the options in the table below.
Realistic: a three-dimensional head. You choose the style, the face among several available and the backdrop color.

Both move their lips with the agent’s voice during the call.

Illustrated portrait options

Group	Options
Presets	Ready-made starting faces: Vega, Sofía, Aria, Marc, Andrés, Leo.
Style	Female or Male.
Hairstyle	Female style: Long hair, Bob, Updo, Curly. Male style: Classic, Quiff, Buzz cut, Wavy.
Skin tone	Six tones, from porcelain to deep.
Hair color, Eye color, Outfit color	A color palette each.
Clothing	T-shirt, Polo, Sweater, Blazer, Tie.
Facial hair	Male style: Clean shaven, Stubble, Beard.
Glasses	No glasses, Round, Rectangular.
Backdrop	The color of the circle behind the portrait.
Extras	Smile, Headset and, with the female style, earrings.

Every change is saved on the agent immediately and shows in the preview. Back to the default avatar undoes the customization.

Avatar or audio wave

In Visualization mode you choose what the widget shows:

Avatar: the agent’s portrait.
Audio wave: a wave that moves with the voice, with no face.

Tips

Pick a face that matches the voice. A male avatar with a female voice confuses the caller.
In a transfer between agents, give each one a different face. The caller notices the change of speaker even though the conversation continues.