About canned responses

Genesys Cloud’s canned responses feature allows you to create and organize libraries of standard text responses to commonly asked questions. 

• Canned responses overview
• Canned responses permissions

You can organize your responses in libraries to make them easier to manage.

• Create and manage libraries
• Create an image library for Canned Responses
• View libraries
• Add a library
• Edit a library
• Delete a library

You use canned responses to build libraries of predefined responses including messages, URLs, and files. Agents can use a response during an interaction by either reading it to a customer, or by inserting it into a chat, email, or tweet.

• View responses
• Add a response
• Edit a response
• Format canned responses
• Add an image to a canned response
• Delete a response
• Add an email template message 
• Add an email signature response 
  
• Add a WhatsApp template message
• Add an SMS campaign template message

Use substitutions to create dynamic responses for agents or for email auto-responses.

• Substitutions overview
• Add a substitution
• Edit a substitution
• Insert an existing substitution
• Delete a substitution 

Agents can use canned responses during ACD interactions.

• Use canned responses during agent interactions