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. 
  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.