Set the greeting and signature for email
On the email channel two tabs shape every draft: Greeting for the opening lines and Signature for the sign-off. Everything in between is written by the agent.
Greeting
Under Greeting you type the opening lines of every reply. Leave the field empty and the agent writes its own opening, addressing the sender by first name when that name is known.
To decide how the customer is addressed yourself, use {first_name}. We fill that in at send time with the first name of the sender. When the name is unknown the variable drops out, so you get Dear, rather than Dear followed by a stray comma.
The three buttons under the field, {brand.name}, {agent.name} and {time.greeting}, belong to the web chat and phone greeting. On the email channel they are not filled in and end up in the mail exactly as written. So spell out your brand name and your agent name here.
The preview under the field comes from the same editor as the web chat one. It leaves {first_name} standing even though it is filled in at send time. Go by what you typed, not by the preview.
Signature
Under Signature you paste your own signature as HTML. It is placed below every draft, instead of a sign-off the agent invents.
- Use inline styles and a table layout. Outlook treats formatting differently from a browser.
- Images must be hosted at an https address. The Upload image button puts a PNG, JPG, GIF or WebP of up to 1 MB at such an address.
- Some mail clients only show images after the recipient clicks show images. So never put important information in a picture.
- The HTML is sanitised on the server when you save. Scripts and other unsafe parts are stripped.
The preview shows the signature as it will appear below the draft.
Changes only take effect once you click Save changes at the bottom. The bar down there tells you whether anything is still unsaved.