Add an attachment to a canned response

AI-generated summary

Genesys Cloud enables users to enhance canned responses with attachments through two primary methods: uploading files directly from a computer or network, or selecting from previously uploaded files stored in the Response Assets library. The platform supports multiple file formats for different interaction types, including image formats (JPEG, JPG, GIF, PNG) for email and MMS interactions with a maximum file size of 25 MB per image, as well as additional formats such as DOCX, XLSX, PDF, MP4, MP3, CSV, JSON, and XML. Users must have appropriate permissions under Responses > Library > All Responses and Assets > Asset > All to perform attachment operations. When uploading files from a computer, users can rename files and assign them to specific divisions, with uploaded files automatically added to the Response Assets library for future reuse without requiring re-upload. Organizations can maintain up to 20,000 assets within their asset library. To add attachments, users access the Attachments section in supported response types, click Add Attachments, and either browse their computer or select from the Response Assets library, with file preview functionality available for review. Genesys Cloud integrates previously uploaded attachments from the response assets library into responses by automatically incorporating files into response content. The platform provides comprehensive response management features including canned responses, response assets libraries, email campaign templates, email signatures, and response viewing capabilities. Users can submit feedback on documentation through a structured form that captures satisfaction ratings, specific reasons for feedback such as accuracy, clarity, or outdatedness, user role identification, and email contact information, with acknowledgment of the Genesys Cloud privacy policy required for submission. Additional resources are available through community support channels and suggested articles covering canned responses creation, response assets library setup, and related response management functionality.

PrerequisitesClick to expand

You can add an attachment to a canned response by using any of the following methods:

From your computer or network
From your assets library

Notes:

For Canned Responses, Genesys Cloud supports .jpeg, .jpg, .gif, and .png images for email interactions and for MMS messages.
The maximum size for an image is 25 MB.
The maximum number of assets that can be uploaded to the asset library of an organization is 20,000.

Add an attachment from your computerClick to expand

You can add an attachment that resides on your computer or network. To add an attachment, do the following:

In the response types that support attachment, in the Attachments section, click Add Attachments.
In the Attach File window that appears, click Attach File.
Find the file that you want to attach from your computer, and click Open. Genesys Cloud uploads the selected file and shows a preview of the file.
Note: You can upload files of format such as gif, png, .jpeg, and .jpg, docx, xlsx, doc, xls, .pdf, .mp4, mov, m4a, aac, .mp3, ics, .csv, vcf, XML, .json, wav, webm, txt, tiff, .bmp, svg, MPEG, mpg, and 3gp.
Optionally, change the name of the file being attached.
Select the division to which the attachment belongs.
Click Upload. Genesys Cloud adds the file to your Response Assets library and also inserts it as an attachment in the Attachments section.
Click Back to list to show the list of attachments available in your response assets library. If needed, you can attach a different file from the response assets library.

Add an attachment from your Response Assets libraryClick to expand

You can add a previously uploaded file from your Genesys Cloud Response Assets library:

In the responses that support attachment, in the Attachments section, click Add Attachments.
In the Attach File window that appears, select the required attachment from the response assets library. These attachments were previously uploaded to the response assets library.
Genesys Cloud adds the file to the response.

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