Canned responses in the CX digital agent workspace

Feature coming soon

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

Agents can search for canned responses manually. Manual search lists results in Genesys Agent Assist as well.

You can find the Canned responses tab in the Genesys Agent Assist pane. 

Search Canned responses

Search Canned responses

  1. Click the Canned responses tab to open and search for canned messages.
  2. Enter the keyword or phrase into the search bar of the Canned responses panel to list the articles which include the respective keyword or phrase.
  3. Select the Copy icon next to the appropriate canned response to insert it immediately into the live session.
  4. Press Enter to send the response to the customer.

Insert a canned response into a conversation