Genesys encourages existing web chat customers to migrate to web messaging.


The following permissions:

  • Responses > Response > View
  • Responses > Library > View
  1. In a chat interaction, click Canned Responses .
  2. Find and select the response you want to use. 
  3. Click Insert .

    Genesys Cloud inserts the response in the chat window, where it replaces and deletes any previous unsent text.

    Note: A response can have formatting like bulleted lists or custom hyperlinks. This formatting does not display the same way in the chat window as it does after you send it to the customer. To learn more about formatting in chats, see Format text in chats.

  4. Select the chat window and press Enter to send the chat message. 

For more information about canned responses, see Use canned responses in interactions.