About canned responses

Canned responses are pre-written answers to commonly asked questions. You can use the canned responses during an interaction, by either reading the response to a customer, or by inserting the response into a chat, email, or tweet.

Learn about canned responses

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

Manage libraries

Manage responses

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.

Manage substitutions

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

Include canned responses in agent interactions