Use canned responses during agent interactions
The following permissions:
- Responses > Response > View
- Responses > Library > View
Agents can find and use canned responses in the Interactions panel. Agents can read responses during a call or insert and send responses in chat interactions.
To access canned responses from the Interactions panel, click Canned Responses .
- When an agent uses a formatted canned response, the agent’s editor does not retain all the formatting options used in the canned response.
- The current queue displays only the canned responses from the libraries that are associated to the queue.
- From an interaction, click Canned Responses .
- Click a library from the libraries listed.
- Click a response name. The response’s text displays.
- If the response’s text is too long to display in the responses list, to view the full response, click expand .
- From an interaction, click Canned Responses .
- Use the Search All Responses field to search across all responses from all libraries assigned to the queue.
- Click the Filter icon to search for specific libraries.
- In the Search Library field, type the library name you are looking for.
- Click the required library from the search results. All the responses from the selected library are displayed. The breadcrumb below the search box indicates the library that you are in.
- From the responses list, click the response that you want to view. Alternatively, click the Filter icon to search for a specific response within the library that you are in. The search term can be a part of the response name or in the response.
- Genesys Cloud restricts library search results to 500 responses. If you receive a large number of libraries and responses, then refine your search terms for better results.
- Genesys Cloud only displays responses from libraries that your admin assigns to your queue.
- In a chat interaction, click Canned Responses .
- Find and select the response you want to use.
- Click Insert .
Genesys Cloud inserts the response in chat window. The response replaces and deletes any previous unsent text.
- Select the chat window and press Enter to send the chat message.
- In an email interaction, click Canned Responses .
- Find and select the response you want to use.
- In the email reply, place your cursor where you want to insert the canned response.
- Click Insert .
- To complete the email message, continue to type in the reply field.
- To send the reply, click Send.
- Complete any required after call work and click Done.
- In a message interaction, click Canned Responses .
- Find and select the response you want to use.
- In the message reply, place your cursor where you want to insert the canned response.
- Click Insert .
- To complete the message, continue to type in the reply field.
- To send the reply, click Send.
- Complete any required after call work and click Done.