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When customers open Gmail, Apple Mail, or Outlook, they often see a small image next to the sender name. That image is not controlled by Chatarmin CX. Each email client decides what to show based on your sending setup. This page explains what you can do for the two most common Chatarmin CX email setups: custom domain sending and Gmail OAuth.

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What Chatarmin CX does not control

Chatarmin CX sets the From name and From address on outbound replies. It does not send an avatar image that email clients must display. These do not change the sender row in the customer’s inbox:
  • Your organization logo in Chatarmin CX settings
  • Agent initials or colors inside the Chatarmin CX inbox
  • A logo or photo in the email signature (that only appears inside the message body)
There is no toggle in Chatarmin CX that guarantees a profile picture in every mailbox. Plan around DNS, Google, or Microsoft settings instead.

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Choose your path

Use this when you send from your own domain (for example support@yourbrand.com) with DNS records at your domain host — typical for shared support addresses.Best approach: BIMIBIMI (Brand Indicators for Message Identification) tells supporting email clients to show your brand logo next to mail from your domain. This fits shared addresses like support@ or hello@ where one logo represents the whole team.
1

Confirm DMARC is enforced

BIMI requires a DMARC policy of quarantine or reject on your sending domain. Check the DNS status shown in your email channel settings.
2

Prepare a BIMI-compliant logo

Use an SVG version of your brand mark. Keep it simple — square logos work best. Your marketing or design team usually owns this file.
3

Publish the BIMI DNS record

Add the BIMI TXT record at your domain host, pointing to the hosted SVG URL. Your DNS provider or IT team adds this alongside your existing SPF, DKIM, and DMARC records.
4

Wait for propagation and test

DNS changes can take up to 48 hours. Send a test message to a Gmail account and check whether the logo appears next to the sender name.
Verified Mark Certificate (VMC): Gmail and Yahoo can show BIMI logos without a VMC. Apple Mail typically requires one. Treat VMC as optional unless Apple Mail coverage matters for your audience.
BIMI is a domain-level brand logo, not a per-agent headshot. That matches most support teams that send from one shared address.

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How email clients decide

Coverage varies by client, account type, and whether the recipient has contacted you before.

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Troubleshooting

Logo still not showing in Gmail after BIMI setup
  • Confirm DMARC is quarantine or reject, not p=none.
  • Confirm the BIMI TXT record and SVG URL are reachable publicly.
  • Allow up to 48 hours for DNS propagation.
  • Send from the exact domain you configured — subdomains need their own records.
Gmail OAuth sender still shows initials
  • Verify the profile photo on the Google account for that mailbox, not only inside Chatarmin CX.
  • Reconnect the Gmail channel after updating the Google photo.
  • Remember: a logo in your Chatarmin CX email signature does not affect the inbox sender row.
We send from a shared support address on our domain
  • Use BIMI, not per-agent photos in Chatarmin CX. Agent avatars inside Chatarmin CX only affect your team’s inbox UI.