Overview

Within the ECS Admin Template page you can customize agents outgoing and reply email signatures at a BP or to an individual email address.  The type of customization available is dependent on your email configuration within the Setup Client.  If you are currently setup for Client SMTP Server you will be able to customize one outgoing and reply signature per BP.  If you are setup for ECS SMTP Relay Server you will be able to customize an email and reply signature at the BP level or for each individual email address assigned to a BP.

1. Agent Email Signatures - view the current available signatures, which BPs or email addresses they are assigned and create a new email signature
2. Template Values - template values added to a signature will automatically pull the values into the signature 
3. Signature Name - name of signature seen in the signature drop down
4. Assigned Emails - only available if utilizing ECS SMTP Relay for email.  Allows you to assign email signatures to individual email addresses assigned at the BP level
5. Outgoing Message Signature - agent signature for agent initiated outgoing email interactions
6. Reply Signature - agent signature when replying to an incoming email interaction

Agent Email Signatures 

The Select a Signature drop down displays all email signatures that have been created, the default signature, and the ability to create a new signature.

Default Email Signature

The Default email signature is the default signature used across all BPs and email addresses if no additional email signature is created.  If no other signature is created, agents will always use the Outgoing Message Signature and Reply Signature configured in the template when replying to an incoming email interaction or creating a new outgoing email interaction. 

Creating a New Email Signature

1. Select Create New Signature from the Select a Signature drop down.
2. Enter in a new signature name.  This is the name that will appear in the Select a Signature drop down.
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3. Fill out the Outgoing Message Signature that will be used for new outgoing email interactions
   
   1. Template Values can be used and will autofill for the agent within an email interaction if available

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   2. When an agent initiates an outgoing email interaction their signature as defined in the template will automatically appear in the body of the email
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4. Fill out the Reply Signature.  This signature will be used when an agent replies to an incoming email interaction from queue.
   1. Template values can be used and will autofill for the agent if available
      
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   2. When an agent replies to an incoming email interaction their reply signature as defined in the template will automatically appear in the body of the email.
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Assigning an Email Signature to a BP

1. Once the Reply and Outgoing Email signatures have been created and assigned a signature name, you will want to assign the newly created signature to the appropriate BP(s).
2. From the Select a Signature drop down, select the new signature
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3. Once a signature has been selected, from the Assigned Business Processes drop down, select the BP(s) you wish to assign the signature.
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4. Once selected, the new signature will be assigned to the BP.  If multiple BPs have been setup with email, you will have the ability to select multiple BPs to assign the signature.
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5. If selecting a BP(s) that already has an email signature assigned, you will receive the following pop up.  You can cancel the signature add if you wish to keep the current email signature already assigned or select confirm to overwrite the currently assigned email signature for the new one.
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Assigning an Email Signature to a BP with ECS SMTP Relay configured

When ECS SMTP Relay has been configured, there will always be one email address that is configured as the default email address for all Business Processes.  One reply and outgoing email signature can be created for the default email address that can be utilized by all agents.  Within each individual BP configuration settings, there is an SMTP tab that allows Admins and Supervisors to assign other email addresses that can be utilized by the agent for email replies and outgoing email interactions other than the Contact Center default.  A new default email address can be assigned to a BP within the individual configuration settings, but the  Contact Center default level email address will always be available to the agent as well.

Assigning a Default Signature

1. Select from the Select a Signature drop down Default.  This is the name originally assigned in the Admin portal to the default email signature.
2. Signature Name is Default on original Admin portal access.  This name can be changed and will also change the name within the Select a Signature drop down.  Best practices recommends keeping it as default as to help easily recognize what is your default signature for your default email address that will be used by all agents.
3. With ECS SMTP Relay there will always be a Default Email Signature option under the Assigned Business Process drop down.  When selected, it will automatically default the Assigned emails (4) to the default email configured in the Deployment > Software Services > Email Adapter settings.
4. Assigned Emails shows the configured default email address and delineates it as such by labeling it (Default)
5. Outgoing Message and Reply Signature.  Configure the Outgoing Message and Reply signatures an agent would see when utilizing the default email address to reply to an incoming email interaction or create an outgoing message to be sent via the default email address.

Example:

Assigning Signatures to Unique Email Addresses within a BP

1. Follow the steps Creating a New Email Signature above, with a configured Outgoing Message and Reply Signature.  Once a signature name has been applied, it will autofill in the Select a Signature drop down.
2. Once the signature has been created, select the Business Process(es) you wish to apply the signature 
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3. Once a BP has been selected, the Assigned Emails will populate all available email addresses configured for that BP within the drop down.
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4. Select all the email addresses you wish to assign the new email signature.  If you do not assign a unique signature to an available email address within a BP, the email address will utilize the default email signature described in the Assigning a Default Signature above.
5. In the example below the Sales signature was assigned only to the 56envtesting email address and will utilize the Outgoing Message and Reply Signature shown (agent UI screen shot example).
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6. In the example below the default email signature was applied to the webctesting email address because no unique email signature was applied.