When contacting via social networks and messengers, customers write to a page, group, or bot, so they get answers on behalf of the company, not specific agents. However, personal support is popular, and customers usually feel more comfortable when they know which agents they are communicating with.
Of course, it does not make sense to use the same signatures for chats as for the Email channel, because they are often voluminous and contain hyperlinks and images which cannot be sent in a chat. That's why we've added separate signatures for chats, so you can personalize your communication in them as well.
Let's take a closer look at the functionality.
1. Chat signatures are available both in the agent settings and in the group signature settings.
In the group settings, in addition to adding a group signature for chats, we increased the group signature field for email-based cases and added an HTML editor to make it easier to create and edit a signature.
Two signature display options are important when setting up a signature for a chat:
2. You can place the signature for chats at the beginning or at the end of the agent's message. The setting is very simple, but with its help, communication in the chat becomes clearer and more pleasant :)
In both cases, the signature is added immediately before or after the message, without indentation. Additional indentation can be added if necessary.
3. The frequency of using the signature in chats can also be adjusted.
а. The signature is added only to the first response of the agent.
The agent sort of self-introduces in the first message, and then he/she just corresponds. The key here is that the signature will be added to the first message of each agent who connects to the correspondence.
With this option, the customer always understands with whom he/she is communicating at the moment, but the agent' answers do not take up unnecessary space on the customer's screen.
b. A signature is added to each agent's response.
This option is better suited if the processing of chats requires the involvement of different specialists and communication rarely occurs in real-time.