How do I remove the agent signature from proactive outbound SMS messages?

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5 Comments

  • William Flaugher

    Thanks for the post, Carl - this is very helpful. As one quick issue, I seem to be having problems with the "{{agent.signature}}" placeholder. While I do have a signature listed on my profile, and have added this string into the Zignatures app, nothing is appearing in the final signature being sent to the customer.

    Is there a different placeholder that we should be using or anything like that?

    0
  • Carl McDowell
    Zendesk Customer Care

    Hi William,
    When you are using the Zignatures app the first step above was to have the normal signature disabled:

    1. Make sure the rest of the signature fields in your Zendesk account are blank, so only the app will be applying signatures.

    As you only want what is configured in the Zignature app to be used for the signature.

    So you might want to make a test ticket where you use a different tag, and just work on how you want the signature to look using the Zignature app.

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  • Sadie S

    I'm having the same issue as William.  I've disabled the general signature, and I've removed all agent signatures.  I've configured the Zignature html as suggested, but I'm not seeing any signature come through on test tickets.  Can anyone assist?

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  • Dave Dyson
    Zendesk Community Manager
    Hi Sadie, as the article above says, we're not able to provide support for third-party apps (for example, we simply don't have access to the underlying code). Please use the "Contact us" link on the Apps Markeplace page for the Zignatures app. Thanks!
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  • Carl McDowell
    Zendesk Customer Care

    Hi William and Sadie,
    I've got a new update to the article coming and I've been doing some testing one of the issue you may be running into is that you cannot use Agent data placeholders like {{agent.name}} or {{agent.phone}} in the Zignature app.

    Try this new code:

    {% capture tags %}
    {{ticket.tags}}
    {% endcapture %}

    {% if tags contains "proactive_text" %}
    {% else %}

    <br>--<br>
    {{current_user.name}}
    [{{ticket.account}}]
    <br>
    tel: {{current_user.phone}}
    <br>
    email: {{current_user.email}}
    <br>
    www: <a href='https://www.zendesk.com/' target=_blank'>www.zendesk.com</a>
    <br>

    {% endif %}
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