Create and manage libraries

Prerequisites
  • Responses > All > All permission

To make them easier to manage, you can organize your responses into libraries.

A library represents a set of standard responses that agents can use to answer a general category of questions. Examples of libraries include:

  • Promotions and Sales
  • Troubleshooting
  • Contact information

A library can have any number of responses in it.

Note: You can create up to 200 libraries.

  1. Click Admin.
  2. Under Contact Center, click Canned Responses
  3. Click Libraries.
  4. Click Add Library.
  5. In the Library Name box, type a descriptive name.
    Note: Each library name can up to 256 characters.
  6. Click Add Library.

  1. Click Admin.
  2. Under Contact Center, click Canned Responses.
  3. Click Libraries. 
  4. From the Actions list next to the library that you want to edit, click Edit Library.
  5. Make your changes.
  6. Click Edit Library. 
    Note: The Queues section shows which queues currently use this canned response library. When configuring queues, you can assign specific canned response libraries to each queue through the Canned Responses tab. This ensures that agents only see responses relevant to the queue they’re working on.
     

Note: When you delete a library, you also delete all responses in that library.

  1. Click Admin.
  2. Under Contact Center, click Canned Responses.
  3. Click Libraries. 
  4. From the Actions list next to the library that you want to delete, click Delete Library.
  5.  Click Delete Library.