Plan requirement
| App | Embed |
| Subscription | Any Zendesk Support plan |
| Access | Agent |
The preview is built from what the destination page publishes about itself, and that decides what you can change.
What Open Graph is
A set of tags a page puts in its own source to say how it should look when shared. The three that matter are og:title, og:description and og:image. Facebook created the standard, and it became the way every platform builds link previews.
Most sites already have it. If yours runs on a common content system, it is almost certainly there without anyone having set it up.
What that means here
The app asks an Open Graph API service for those tags and builds the preview from what comes back. It does not visit the page and decide what looks good; it takes what the page offers.
So the answer to "can I use a different image" is no, and the reason is that there is nothing else to use.
Where it works well
Video sites such as YouTube and Vimeo, app stores, streaming services, and screenshot tools all publish good Open Graph data. Links to those produce previews that look like the ones people are used to.
It is a picture, not a player
A video link gives you the thumbnail and a link, not something that plays inside the reply. Email cannot do that, and neither can most of the channels a reply travels through.
Clicking takes the customer straight to the video, which is as close as this gets.
If the preview looks wrong
Which of two things it is depends on whether the page ever looked right.
It never did. Then the page publishes no image, or that title, and fixing it on the page fixes it everywhere the link is shared. Look at the page, not the app.
It did, and you changed the page. Then you are looking at the copy the Open Graph service kept, and it clears itself. See The preview shows outdated information.
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