Create responses

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Genesys Cloud allows administrators to create and manage canned response libraries, supporting up to 200 libraries with 200 responses each to ensure consistent customer service delivery across digital and telephony channels. Responses are created through Admin > Canned Responses > Add Response and require a meaningful agent-visible name and selection from seven response types: Standard, Message Template, WhatsApp Template, Campaign SMS Template, Campaign Email Template, Footer for email signatures, or Form. Content is limited to 40, and should exclude unnecessary details such as greetings or transition words. The platform supports response customization through formatting options, image insertion, and substitutions—dynamic variables that automatically populate with correct information when agents deploy responses, reducing manual data entry and errors. Substitutions are implemented by positioning the cursor at the desired location in a response and selecting the appropriate substitution letter from the Insert Substitution menu; when deployed, Genesys Cloud automatically replaces the placeholder with corresponding information. Responses are accessed through Menu > Digital and Telephony > Interaction Assets > Canned Responses and require Responses > All > All permissions. Administrative workflows are streamlined through the "Create Another" checkbox, which enables batch creation within the same library. Attachments of up to five files are supported in multiple formats including images (gif, png, jpeg, jpg), documents (docx, xlsx, doc, xls, pdf), video (mp4, mov), audio (m4a, aac, mp3, wav, webm), and data files (csv, xml, json, vcf, ics, txt, tiff, bmp, svg, mpeg, mpg, 3gp). The canned responses feature integrates with broader Genesys Cloud capabilities including response library management, permissions management, image libraries, and call analysis responses, with video demonstrations available to guide users through implementation processes

Series: Set up a library of responses

Previous suggested step: Create a canned response library

PrerequisitesClick to expand

Note: You can create up to 200 libraries, and each library can have up to 200 responses.

To create a response, follow these steps:

Click Menu > Digital and Telephony > Interaction Assets > Canned Responses.
Click Libraries.
Search or navigate to the library where the response belongs.
Click the View Responses arrow .
Click Add Response.
In the Response Name box, type a meaningful name. Agents see this name.
The Libraries list contains the libraries that you already selected. To specify a different library, click the library name from this list.
Under the Response Type section, you can create the following:
- A simple standard response from the Standard tab. For more information, see step 9.
- Templates for responses from the Message Template (WhatsApp template), Campaign SMS template, and Campaign Email Template tabs.
- An email signature response from the Footer tab.
- Customized forms from the Form tab.
In the Content box, type the content of your message.
Notes:
- Remember that this response is part of a larger email or chat conversation and is also limited to 40,000 characters. Leave out unnecessary details such as greetings or transition words.
- To improve the readability of your canned responses, you can add formatting. For more information, see Format canned responses.
- You can add an image to your response.
Click Add Attachment to add any supporting files to your response.
Note: You can attach up to five files. You can attach 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.
To create another response, enable the Create Another check box. The new response belongs to the same library by default. However, you can select a different library if necessary.
Click Save.

Use substitutions in responses

To use a substitution, place your cursor at the appropriate spot in your response, and under Insert Substitution, click the letter beside the substitution you want to add. When an agent uses the response, Genesys Cloud replaces the substitution with the correct information.

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Use substitutions in responses

To use a , place your cursor at the appropriate spot in your response, and under Insert Substitution, click the letter beside the substitution you want to add. When an agent uses the response, Genesys Cloud replaces the substitution with the correct information.

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Create responses

Series: Set up a library of responses

Use substitutions in responses

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Create responses

Series: Set up a library of responses

Use substitutions in responses

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