Guide
Email Signatures
Sonny automatically appends a signature to every outgoing email reply. You can set signatures at four levels and personalize them with dynamic variables like the sending agent's name.
Four levels, most specific wins
When an agent sends an email, Sonny picks the most specific signature available, falling back down the list until it finds one.
Workspace default
The fallback signature for every outgoing email reply across the whole workspace.
Where: Settings → General → Default Email Signature
Channel signature
A signature for a specific email channel. Overrides the workspace default for replies sent from that channel.
Where: Settings → Channels → (your channel) → Email → Email Signature
Personal signature
Each agent's own signature. Overrides the channel and workspace defaults on the emails they personally send.
Where: Settings → Profile → Email Signature
Personal, per-channel
An agent's signature for one specific channel — for example a different sign-off on Sales vs Support. The most specific option, so it wins over everything else.
Where: Settings → Profile → Channel Signatures
Dynamic variables
Any signature can include {{variables}} that are filled in automatically at the moment each reply is sent — so a single shared signature can still show the real name of whoever replied. Click Insert variable in any signature box to add one, and watch the live preview update as you type.
| Variable | Inserts | Example |
|---|---|---|
{{agent_name}} | Display name of the agent sending the reply. | Jane Doe |
{{agent_first_name}} | Just the agent's first name. | Jane |
{{agent_email}} | Email address of the agent sending the reply. | jane@acme.com |
{{workspace_name}} | Your workspace / company name. | Acme Inc |
{{source_name}} | The name of the channel the reply is sent from. | Acme Support |
Example
Thanks,
{{agent_name}}
{{source_name}} · {{workspace_name}}When Jane replies from your Support channel, the customer receives: “Thanks, Jane Doe — Acme Support · Acme Inc”.
Rich formatting, images & links
Signatures aren't limited to plain text. Every signature box has a formatting toolbar so you can build a polished, on-brand sign-off:
- • Bold, italics, and lists for structure.
- • Text colour and highlight to match your brand.
- • Fonts and sizes for headings and fine print.
- • Links to your website, booking page, or social profiles.
- • Images such as a logo or headshot.
Your dynamic {{variables}} work right alongside the formatting, and the live preview shows exactly what customers will see. Tip: host signature images on a publicly reachable URL so they display in every email client.
Lock a channel signature
Need every reply from a channel to carry the exact same approved sign-off? Admins and owners can lock it. Open Settings → Channels → (your channel) → Email, set the channel signature, and turn on Lock signature.
While a channel is locked, the channel signature is used for every reply sent from it — agents' personal and per-channel signatures are ignored, and their override box for that channel is disabled with a note explaining why. Unlock it any time to let agents personalize again.
A different signature per channel
Want to sign off differently depending on which inbox you're replying from? Open Settings → Profile and expand Channel Signatures. Each of your email channels is listed there — add a signature to any channel to override your personal default just for that one. Channels with a custom signature are marked Custom. Leave a channel blank and it falls back to your default signature.