Canned responses permissions


Genesys Cloud roles and permissions are based on management tasks and job functions. Genesys Cloud’s canned responses incorporates user roles and permissions at two levels that grant access to specific features, displays, and tasks:


Users with Responses > All > All permission can: 

  • Manage libraries (add, edit, delete)
  • Manage responses (add, edit, and delete) 
  • Search responses 
  • Assign a response to a library 



Agents with Responses > Library > View and Responses > Response > View permissions can:

  • View libraries
  • Search for responses
  • View responses