Use canned responses in an email message


The following permissions:

  • Responses > Response > View
  • Responses > Library > View
  1. In an email interaction, click Canned Responses .
  2. Find and select the response you want to use.

    Note: Genesys Cloud only displays responses from libraries that your admin assigns to your queue.

  3. In the email reply, place your cursor where you want to insert the canned response.
  4. Point to the initial letter of the response you want to use and click Insert . Genesys Cloud inserts the canned response where you placed the cursor in the email reply.
  5. To complete the email message, continue to type in the reply field.