Create and manage libraries
- 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.
- Responses > All > All permission
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Click Admin.
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Under Contact Center, click Canned Responses
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Click Manage Libraries.
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Click Add Library.
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In the Library Name box, type a descriptive name.
Note: Each library name can up to 256 characters. -
Click Save.
- Click Admin.
- Under Contact Center, click Canned Responses.
- Click Manage Libraries.
- From the Actions list next to the library you want to edit, click Edit Library.
- Make your changes.
- Click Save.
- Click Admin.
- Under Contact Center, click Canned Responses.
- Click Manage Libraries.
- From the Actions list next to the library you want to delete, click Delete Library.
- Click Yes.