Add an email signature response

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Genesys Cloud enables users to create and manage email signature responses that automatically append to outbound emails from configured email addresses, with support for signatures up to 40, and dynamic content insertion through substitution variables. Accessible through Menu > Digital and Telephony > Interactions Assets > Canned Responses, signatures are designated as footer-type responses organized within libraries. The platform supports automatic signature application during email transit, multi-signature creation, and assignment to specific email addresses, with attachment functionality accommodating up to five files across multiple formats including images (gif, png, jpeg, jpg), documents (docx, xlsx, doc, xls, pdf), media (mp4, mov, m4a, aac, mp3, wav, webm, mpeg, mpg, 3gp), and data files (ics, csv, vcf, xml, json, tiff, bmp, svg, txt). Substitution variables automatically replace with accurate information when agents use canned responses, and users can select substitutions by clicking the letter beside the desired substitution under the Insert Substitution option. The system requires the "Responses > All > All" permission for access and management. Technical considerations include that images and HTML are stripped when agents insert signatures through the Agent UI, and agents should avoid manually adding signatures to prevent duplicate signature display to recipients. Related resources cover canned response management, WhatsApp template messages, email interaction replies and forwarding, ACD email routing configuration, and custom IMAP server integration for inbound emails. The documentation includes a video demonstration of the substitution insertion process and provides a feedback mechanism allowing users to rate article helpfulness and report issues such as inaccurate content, outdated information, or clarity concerns

PrerequisitesClick to expand

When you create an email signature response, you can apply it to any email address that you configure in Genesys Cloud. When an agent sends an email from that email address, Genesys Cloud automatically adds the signature during transit.

Note: Make sure that your agents know about the automatic application of an email signature to an outbound email. If the agent is unaware of the automatic email signature and manually applies a signature to the email, the recipient sees two email signatures. We recommend that agents not manually add their signature to a canned response.

To create an email signature response, follow these steps:

Click Menu > Digital and Telephony > Interactions Assets > Canned Responses.
Click Add Response.
In the Response Name box, type a meaningful name. Agents see this name.
The Libraries list displays the library name that you previously selected in the Libraries tab. To specify a different library, click the library name from this list.
Under Response Type, select Footer.
In the Content box, type the content of your message, up to 40,000 characters. For more information, see Format canned responses and Add a substitution.
Note: If an agent, using the Agent UI, inserts an email signature, or another non-standard canned response, images and HTML are stripped from the response that is being inserted.
Click Add Attachment to add any supporting files to your response.
Note: You can attach up to five files. You can attach files of format such as gif, png, .jpeg, and .jpg, docx, xlsx, doc, xls, .pdf, .mp4, mov, m4a, aac, .mp3, ics, .csv, vcf, .xml, .json, wav, webm, txt, tiff, .bmp, svg, mpeg, mpg, and 3gp.
To create another response, enable the Create Another check box. The new response belongs to the same library by default. However, you can select a different library if necessary.
Click Save.

Use substitutions in the responses

To use a substitution, place your cursor at the appropriate spot in your response. Under Insert Substitution, click the letter beside the substitution you want to add. When an agent uses the response, Genesys Cloud replaces the substitution with the correct information.

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Add an email signature response

Use substitutions in the responses

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