Avatar agent feature not available in native Shopify Inbox app/Sales Channel?

I’m new to Shopify and helping a buddy migrate his Wordpress site over. One feature he requested was chat functionality with an image/avatar instead of a generic icon. After researching, I saw in the Shopify App Store that Shopify Inbox includes “Agent Avatar” as a feature, so I installed it and it showed up under Sales Channels instead of Apps. I also uploaded a profile pic in Shopify settings, and then followed Shopify’s own help documentation to enable this functionality. However, I ran into a snag when trying to enable the functionality in Shopify Inbox’s Messaging Preferences. First of all, I see no option called “Messaging Preferences” and nothing anywhere that allows me to enable Agent Avatar. So, I used chat assistance and spoke to a live agent who basically walked me through the same exact steps in the same order and using the same verbiage as their Help documentation. When we got to the point where I’m missing the necessary option, the agent suddenly changed course and informed me that not only was this not an option, it had never been an option, and I was, in fact, the very first merchant to ever request this functionality. The agent stuck to this story and even doubled-down on me being the first merchant to request this feature despite me sending links and screenshots to their help documentation and App Store showing this very feature. Am I crazy? Did this used to a be a feature that recently got removed? Is there a way to enable this without purchasing yet another app? If not, what app would you recommend?