Format canned responses

When you create canned responses, you can include formatting, such as bulleted lists or custom hyperlinks to improve readability. 

Use the text formatting toolbar to format your text. Formatted text displays in the text editing field. HTML formatting toolbar

To format text, either select a formatting button and type your message, or type your message first, highlight the text you want to format, and select a formatting button. 

Note: If you copy and paste text, simple HTML formatting remains when you paste the text into the text editing field. Use the text formatting toolbar to remove or add formatting to the pasted text.

FormattingButtonExample Text
BoldBold format text buttonHere is some bold text.
ItalicItalic format text buttonHere is italic text
UnderlineUnderline text format buttonHere is some underlined text.
StrikethroughStrikethrough text format buttonHere is some strikethrough text.
Font ColorChange Font Color buttonChange the font color.
Highlight ColorHighlight color buttonHighlight the text
QuoteQuote formatting buttonQuoted text example
Code BlockCode Block formatting button
    printf("Hello World");
LinkLink formatting buttonCheck out the Resource Center.
Numbered ListNumbered List formatting button
  1. First do this. 
  2. Now do this.
  3. Then do this.
Bulleted ListBulleted List formatting button
  • Option 1
  • Option 2
  • Option 3
AlignmentAlignment formatting button

This text is left aligned.

This text is centered.

This text is right aligned.

This text is justified. The text aligns on both the left and right by adding extra space between words and letters.

Clear FormattingClear Formatting buttonRemove formatting to see plain text. 


Considerations for when agents use canned responses

When an agent uses a canned response, the type of interaction affects the supported formatting.

Interaction type Supported formatting
Calls HTML
Emails HTML 

Plain text or Markdown

For more information, see Format text in chats.


Plain text, including URLs

Note: The maximum size for tweets is 140 characters.

  • If an agent sends the response via an interaction type that does not support that formatting that you used, Genesys Cloud automatically removes it. So, the agent can still use the canned response, but without the formatting.
  • Depending on the type of interaction, agents can add formatting to canned responses before they send them.