Format canned responses

Note: You cannot format SMS campaign template messages.

When you create canned responses, you can include formatting options, including bulleted lists, or custom hyperlinks to improve readability.

Use the text formatting toolbar to format your text. The text editing field displays the formatted text.

To format the text, either select a formatting button and type your message, or type your message first, highlight the text you want to format, and then select a formatting button.

Notes:

The canned responses allow you to paste simple HTML-formatted text.
Use the text formatting toolbar to remove or add formatting to the pasted text.
Use the API to use HTML code in your canned responses.
When an agent uses a formatted canned response, the agent’s editor does not retain all the formatting options used in the canned response.

Formatting	Button	Example Text
Undo changes		Undo the previous action.
Redo changes		Redo the previous action.
Heading style		Change the heading style from the Blocks drop-down. By default, the paragraph style is enabled. For example, here is Heading 3.
Font style		Change the font style. The default style is Helvetica.
Font size		Change the font size. The default size is 12 pt.
Bold		Here is some bold text.
Italic		Here is italic text.
Underline	U	Here is some underlined text.
Strikethrough		Here is some ~~strikethrough text~~.
Subscript		Apply subscript to the text. For example, H₂O.
Superscript		Apply superscript to the text. For example, x² + y².
Font color		Change the font color.
Highlight		Highlight the text.
Insert table		Insert a table.
Align left		This text is left aligned.
Align center		This text is centered.
Align right		This text is right aligned.
Justify		This text is justified. The text aligns on both the left side and the right side by adding extra space between words and letters.
Bulleted list		Option 1. Option 2. Option 3.
Numbered list		First do this. Now do this. Then do this.
Decrease indent		Decreases the indentation.
Increase indent		Increases the indentation.
Quote
Link		Check out the .
Image		Insert an image. For more information, see Add an image to a canned response.
Clear format		Remove format. Return to plain text.
Source code		Access the HTML source code.

Considerations for when agents use canned responses

When the agent uses the canned response, the type of interaction affects the supported formatting.

Interaction type	Supported formatting
Calls	HTML
Emails	HTML
Chat	Plain text or Markdown. For more information, see Format text in chats.
Messaging (for example, Twitter, Facebook Messenger, WhatsApp, and others)	Plain text including URLs. Note: The maximum size for tweets is 140 characters.

Note:

If the agent sends the response via an interaction type that does not support the formatting that you used, Genesys Cloud automatically removes it. But, the agent can still use the canned response without formatting.
Depending on the type of interaction, the agents can add formatting to the canned responses before they send them.

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Format canned responses

For example, here is Heading 3.

Considerations for when agents use canned responses

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