Format canned responses
Note: You cannot format SMS campaign template messages
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.
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.
Formatting | Button | Example Text |
---|---|---|
Bold | Here is some bold text. | |
Italic | Here is italic text. | |
Underline | U | Here is some underlined text. |
Strikethrough |
|
Here is some |
Font color | Change the font color. | |
Highlight |
|
Highlight the text. |
Align left |
This text is left aligned. |
|
Align center | This text is centered. | |
Align right |
This text is right aligned. |
|
Justify | This text is justified. The text aligns on both the left and right by adding extra space between words and letters. | |
Bulleted list |
|
|
Numbered list |
|
|
Decrease indent |
|
Decreases the indentation. |
Increase indent |
|
Increases the indentation |
Link |
|
Check out the Resource Center. |
Quote |
|
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Clear format |
|
Remove format. Return to 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 |
Chat |
Plain text or Markdown For more information, see Format text in chats. |
Messaging (for example, Twitter, Facebook Messenger, WhatsApp, and others) |
Plain text, including URLs Note: The maximum size for tweets is 140 characters. |
Note:
- 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.