• Responses > All permission

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.

To create an email signature response, follow these steps:

  1. Click Admin.
  2. Under Contact Center, click Canned Responses.
  3. Under Libraries, click the library where the response belongs.
  4. Click Add Response.
  5. In the Response Name box, type a meaningful name. Agents see this name.
  6. The Library list already contains the library you selected in step 3. To specify a different library, click the library name from this list.
  7. Under Response Type, select Footer.
  8. In the Content box, type the content of your message. For more information, see Format canned responses and Add a substitution.
  9. (Optional) To create another response, select the Create Another check box.
    Note: By default, the new response belongs to the same library. You can select a different library.

    Figure shows the completed canned response
    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.
  10. Click Save.

Use substitutions in 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.

This short video demonstrates how to insert a substitution: