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Canned responses are pre-written answers to commonly asked questions. You can use the canned responses during an interaction, by either reading the response to a customer, or by inserting the response into a chat, email, or tweet.
Genesys Cloud’s canned responses feature allows you to create and organize libraries of standard text responses to commonly asked questions.
You can organize your in libraries to make them easier to manage.
You use canned responses to build libraries of predefined responses including messages, URLs, and files. Agents can use a response during an interaction by either reading it to a customer, or by inserting it into a chat, email, or tweet. You can also create forms, and invitations and send them as Apple business messages.
Use substitutions to create dynamic responses for agents or for email auto-responses.
Agents can use canned responses during ACD interactions.
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