Goal

After changing the e-mail signature, somehow the new signature is not added to the mails that are sent. The goal is to correct this within the settings.

Product

• Mobile Service Cloud

Steps

Step 1. Check if you saved your changes

Please check if you saved the changes in the signature. Navigate to Settings → Templates → E-mail transcripts or External signature. Select the template and check if your changes are still there.

Step 2. Make sure your template is selected within the webshop settings

After changing or setting up a new template and saving it, you will need to make sure this template is selected within the webshop settings. Navigate to Settings → Web stores and select the webstore(s) you want to use the template for.

Scroll to the Templates section and make sure the template is selected in the section: E-mail transcripts and/or External signature:

Step 3. Make sure you are sending your e-mail from the correct webstore

A conversation is always connected to a certain webshop. When replying or sending a new message, make sure the webshop with the template you want to use is selected. You can find the selected webshop next to the Send button in the conversation view:

More information about MSC signatures can be found here:
How can I change our email signature in MSC?
Profile picture in email signature
Images in our email signature don't work (MSC).