Use canned responses during agent interactions

PrerequisitesClick to expand

Agents can find and use canned 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 .

Notes:

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.

Find and view a response from a libraryClick to expand

Search for and view a responseClick to 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.

Notes:

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.

Insert a response into a chat interaction messageClick to expand

Genesys encourages existing web chat customers to migrate to web messaging.

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.

Note: A response can have formatting, such as bulleted lists or custom hyperlinks. This formatting does not display the same way in the chat window as it does after you send it to the customer. To learn more about formatting in chats, see Format text in chats.

Select the chat window and press Enter to send the chat message.

Insert a response into an email interaction replyClick to expand

Insert a response into a message interaction replyClick to expand

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