Create and manage libraries

Prerequisites
  • 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.

Prerequisites
  • Responses > All > All permission

Note: You can create up to 200 libraries.

  1. Click Admin.

  2. Under Contact Center, click Canned Responses

  3. Click Manage Libraries.

  4. Click Add Library.

  5. In the Library Name box, type a descriptive name.

    Note: Each library name can up to 256 characters.

  6. Click Save.

  1. Click Admin.
  2. Under Contact Center, click Canned Responses.
  3. Click Manage Libraries.
  4. From the Actions list next to the library you want to edit, click Edit Library.
  5. Make your changes.
  6. Click Save.

Note:  When you delete a library, you also delete all responses in that library.

  1. Click Admin.
  2. Under Contact Center, click Canned Responses.
  3. Click Manage Libraries.
  4. From the Actions list next to the library you want to delete, click Delete Library.
  5. Click Yes.