In OneDesk, the bot represents an automation that can do things on your behalf. If you’ve played around with your account, you’ve seen him making automatic responses to customers who submit tickets, replying to conversations, and performing other automatic tasks.
But if you’d like to change the appearance of your bot, you can do that too. To do that, go under administration > company preferences, and you’ll see a section called ‘bot settings’. If I remove my image, it’ll go back to the standard bot image, but I can always choose an image and update it. I can also rename it. In my case, Jim Smith is going to do all the actions instead of the bot. So that’s all it takes to update the bot image and the bot name in your account.