Kathleen Burggren

If I want my agent signatures to show up in outbound texts, how would I do that? I haven't taken any steps to remove them, and while they show up in the Zendesk ticket on the agent side, our end-users are not receiving the agent signature in any texts.

Apologies if this is the wrong article ot ask this question on - if I do want my agent signatures to show up in outbound texts, how would I do that? I haven't taken any steps to remove them, and while they show up in the Zendesk ticket on the agent side, our end-users are receiving the agent signature in any texts.

I have IVR routing set up to go to group A (consists of one agent), then move on to group B (multiple agents) if it is not answered. When the agent in Group A's status is set as Away, agents in group B are reporting that calls are showing as being forwarded from that agent. How can I fix this so the routing doesn't show as forwarded?