Genesys Cloud - Main

Hello everyone -
We are going to be releasing Email Signatures this Wednesday, the 21st. I just want to let you know how this could impact agent workflow. Currently, if agents are adding a signature to an email, they are likely doing this manually or pulling in a canned response containing the signature.

If you enable the new Email Signatures option for an email address, you will create the signature in canned responses (new substitutions allow these signatures to be dynamic and specific to each agent and email address) and then you will assign it at the route/email address level. Once you do this, the signature will be automatically appended when the agent sends the email. The agent should no longer continue to manually create one or use a canned response. If they do this, there will be two email signatures appended to the email.

So, if you enable email signatures, it's important you advise agents NOT to continue to include a signature. We did post this in the documentation as well.

Thanks!
Jody
#DigitalChannels

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Jody Nabuurs
Genesys - Employees
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Jody,

Will this be selectable by queue or division?  I can see the need for different signatures for different email accounts.

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Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
https://www.Avtex.com
https://RobertWC.Blogspot.com
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Original Message:
Sent: 12-19-2022 09:19
From: Jody Nabuurs
Subject: Email Signatures and Agent workflow

Hello everyone -
We are going to be releasing Email Signatures this Wednesday, the 21st. I just want to let you know how this could impact agent workflow. Currently, if agents are adding a signature to an email, they are likely doing this manually or pulling in a canned response containing the signature.

If you enable the new Email Signatures option for an email address, you will create the signature in canned responses (new substitutions allow these signatures to be dynamic and specific to each agent and email address) and then you will assign it at the route/email address level. Once you do this, the signature will be automatically appended when the agent sends the email. The agent should no longer continue to manually create one or use a canned response. If they do this, there will be two email signatures appended to the email.

So, if you enable email signatures, it's important you advise agents NOT to continue to include a signature. We did post this in the documentation as well.

Thanks!
Jody
#DigitalChannels

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Jody Nabuurs
Genesys - Employees
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