About canned responses

AI-generated summary

Genesys Cloud's canned responses feature enables users to create and organize libraries of pre-written text answers to frequently asked questions for use during customer interactions. Agents can deploy canned responses by reading them aloud to customers or inserting them into chat, email, tweet, or Apple business message channels. The feature supports organizing responses within libraries for improved management, and allows creation of various response types including standard messages, URLs, files, forms, invitations, WhatsApp templates, SMS campaign templates, and email signatures with templates. Canned responses can incorporate dynamic elements through substitutions, which enable personalized responses for individual agents or automated email responses. The system provides comprehensive management capabilities including viewing, adding, editing, formatting, and deleting responses, as well as adding images to responses. Agents can access and utilize canned responses during ACD (Automatic Call Distribution) interactions to streamline customer service delivery.

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.

Learn about canned responses

Genesys Cloud’s canned responses feature allows you to create and organize libraries of standard text responses to commonly asked questions.

Manage libraries

You can organize your in libraries to make them easier to manage.

Manage responses

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.

Manage substitutions

Use substitutions to create dynamic responses for agents or for email auto-responses.

Include canned responses in agent interactions

Agents can use canned responses during ACD interactions.

Use canned responses during agent interactions

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