• Overview
• Prerequisites
• Confirm that the reply is missing a signature
• Enable signatures at the account level
• Enable signatures on the Facebook or Instagram Source Integration
• Configure the agent signature in the agent's Social Profile
• Verify the result after posting
• Check a conversation that seems to close after the reply
• What to provide if the signature is still missing

Overview

Use this article when a public Facebook or Instagram reply posts successfully in Khoros Care, but the reply looks incomplete because the agent's signature or sign-off is missing after the reply is published.

Agent signatures are added only when three pieces of configuration align:

• Agent signatures are enabled for the Care account.
• Agent signatures are enabled on the Facebook or Instagram Source Integration used to publish the reply.
• The responding agent has a signature configured in their Social Profile, either as a default signature or as a channel-specific signature for the affected social channel.

This distinction matters because the signature is not the same as the reply body. If the published reply contains the full message text but does not include the expected sign-off, troubleshoot the signature configuration first rather than treating the message body as truncated.

Note: Khoros Care does not display the signature text inside the Respond tab while the agent is composing. The signature is expected to appear after the reply is posted. A blank-looking signature in the composer is not, by itself, a failure.

For the full signature setup reference with screenshots, see Enable agents to use custom signatures.

Prerequisites

• To change account-level or integration-level settings, you need Khoros Care Admin access.
• To change the responding agent's personal signature, the affected agent must be able to open their own profile. If they cannot make the change themselves, ask a Care admin with user-management access to help them update the profile-level signature.
• You need to know which Facebook or Instagram source was used for the reply. In Agent View, this is the response handle selected in the From menu on the Respond tab.
• You need at least one published reply to check. The most useful example includes the conversation link, posting time, responding agent, source integration, and the expected signature text.

Confirm that the reply is missing a signature

1. Open the affected conversation in Agent View.
2. Find the published Facebook or Instagram reply in the conversation thread.
3. Compare the published reply with the text the agent intended to send.
   • If the main message body is missing words or sentences, collect the example and contact Khoros Support because that is not the same issue as a missing signature.
   • If the main message body is present and only the expected sign-off is missing, continue with the signature configuration checks below.
4. If possible, open the reply on Facebook or Instagram and confirm whether the same published reply is missing the sign-off there as well.

Why this works: Khoros Care appends signatures during the posting flow. Verifying the already-published reply prevents you from mistaking normal composer behavior for a publishing problem.

What can go wrong if you skip this: You may spend time troubleshooting tags, conversation closure, or the reply editor even though the only missing content is the configured agent signature.

Enable signatures at the account level

1. Sign in to Khoros Care as an Admin user.
2. Go to Settings > Account Setup > General Settings.
3. Select Enable Agent Signatures.
4. Review the account-level Prefix value if your organization uses one. The prefix is added as part of the signature, so agents should not type the prefix manually in the reply body.
5. Save the setting if you made a change.

What can go wrong if this is disabled: Integration-level and agent-profile settings may look correct, but signatures still will not be included because the feature is not enabled for the account.

Enable signatures on the Facebook or Instagram Source Integration

1. Sign in to Khoros Care as an Admin user.
2. Go to Settings > Integrations > Source Integrations.
3. Find the Facebook or Instagram source that was selected in the reply's From menu.
4. Click Edit for that source.
5. Select Enable Agent Signatures for the source.
6. Click Done Editing.

What can go wrong if you check the wrong source: Facebook and Instagram accounts can have separate Source Integrations. Enabling signatures on one page or account does not prove they are enabled on the source that published the affected reply.

Configure the agent signature in the agent's Social Profile

1. Sign in to Khoros Care as the affected agent.
2. Click the agent name in the top-right corner of the page to open the profile.
3. Click Social Profile.
4. Click the Default Signature field to activate the default signature. Update the signature text if the default value is not the sign-off the agent should use.
5. If the agent needs a channel-specific signature for Facebook or Instagram, click Add Social Channel.
6. Select the affected social channel.
7. Enter the signature text to use for that channel.
8. Repeat the channel-specific steps for each social channel that needs a different signature.
9. Close the profile window when finished.

What can go wrong if you only check the integration: The reply composer can indicate that signatures are enabled for the selected response handle, but the published reply can still have no sign-off if the responding agent's profile does not contain a signature value for the relevant channel.

Verify the result after posting

1. Have the affected agent publish a controlled test reply from the same Facebook or Instagram source.
2. After the reply posts, check the conversation thread in Khoros Care.
3. Confirm that the published reply includes both the full message body and the expected signature.
4. If your team needs to verify the native social post, open the reply on Facebook or Instagram and confirm that the signature appears there as well.
5. Confirm that the agent did not type the account-level prefix manually in the reply body. Khoros Care adds the prefix as part of the signature.

Why this works: The signature is expected after posting, not while composing. A post-publish test confirms the full account, integration, and agent-profile chain.

What can go wrong if you verify only in the editor: You may incorrectly conclude that signatures are still broken because the Respond tab does not show the signature text before posting.

Check a conversation that seems to close after the reply

A missing signature does not automatically mean the conversation was closed by the system. Posting a reply and closing a conversation are separate workflows in Khoros Care.

1. Open the conversation in Agent View.
2. Open the conversation activity or history in the Common Conversation Panel.
3. Look for whether the conversation was closed through the standard close workflow: Close tab > Close as > a selected close reason such as Resolved, Irrelevant, Spam, or Won't Respond.
4. If your team intentionally closes conversations after responding, no signature configuration change is needed for the close behavior. Continue troubleshooting only the missing signature.
5. If the conversation closed unexpectedly and you cannot identify a close action in the conversation activity or history, collect a fresh example and contact Khoros Support.

Why this works: The documented close/disposition workflow is separate from composing and posting a reply. Tags help classify, filter, and route conversations, but the standard tagging workflow is not the same as the Close workflow.

For more information about the separate close and tagging workflows, see:

• Close/Disposition conversations
• Tagging in Khoros Care Overview

What to provide if the signature is still missing

If the signature is still missing after you confirm the account, Source Integration, and agent-profile settings, contact Khoros Support with one fresh example. Include:

• The conversation link or conversation ID.
• The exact signature text that should have appeared.
• Whether the main reply body posted in full and only the signature was missing.
• Whether the conversation also moved to a closed state, and any close reason visible in the conversation activity or history.
• A screenshot (and URL) of the published reply.

A fresh example lets Support compare the current configuration against the actual publish event. The conversation ID and posting time identify the exact reply; the source, agent, and expected signature identify which part of the signature configuration chain needs review.