How do I configure and use email templates?

Goal

The goal is to change your email signature in the Agent Inbox. We will show what email signatures the Agent Inbox uses and where you can change them.

Steps

Step 1. Determine what signature template needs to be changed.
To change the correct signature, it is important to know what signature is used for what message. The screenshot below shows what template needs to be change for what type of message:

Left-hand side of the conversation = E-mail transcripts template
Right-hand side of the conversation = External signature

Step 2. Navigate to the template settings

To change the signature, you will need to navigate to: Settings → Templates → E-mail transcripts or External signature.
Select the template you would like to change, and you will end up with the screen as shown below:

In the next section, you can change the HTML format of your signature.

The following variables must always be present in the template "Email transcripts" to make sure your email will be sent in the correct way:

- $Last_Message_User (will add your message to the customer)
- $Conversation_Mail (all the way at the bottom, will add the message of the customer if you reply on an e-mail)

Using the buttons at the top of the HTML section will allow you to customize your signature. You can also design your signature using an HTML editor and paste the source code by clicking on the following icon:

You can use multiple variables within your signature. For a complete overview, please follow the link below:

V​ariables Mobile Service Cloud

Want to add a profile picture to your signature:

Profile picture in email signature

Pictures not showing in your signature:

Images in our email signature don't work (MSC).