How to troubleshoot operator avatars not uploading

Fix cases where your Crisp profile picture does not appear updated in the chatbox or previous messages.

Avatar updates can look delayed because Crisp distinguishes your personal profile picture from the workspace icon, and previously sent messages keep the avatar they had when they were sent.

Update the avatar from the right place

Make sure you changed your account avatar, not the workspace icon. The workspace icon is used for different branding surfaces and does not replace your operator profile picture.

To update your account avatar:

Go to Crisp
Open Settings → Account → Account Information
Upload or change your profile picture
Save the change

Do not use Settings → Workspace Settings for this. That area manages workspace-level branding, not your personal operator avatar.

Send a new message to refresh the chatbox

Crisp does not always update the visitor-facing avatar immediately. Send a new message to a visitor after changing your profile picture so the chatbox can refresh the cached avatar.

Messages that were already sent keep the avatar that existed at the time they were sent. Only new messages display the updated avatar.

To test the avatar as a new visitor, open your website in a private or incognito browser window.

If the avatar still looks old

If the new avatar still does not appear after sending a fresh message, clear your browser cache or test from another browser. The old image may simply be cached locally.

Updated on: 03/05/2026

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