Add a response

AI-generated summary

Genesys Cloud's response management system enables users to create and organize canned responses within libraries, supporting up to 200 libraries with 200 responses per library. Access requires "Responses > All > All" permission and allows creation of multiple response types including standard responses, WhatsApp templates, Campaign SMS/Email templates, email signatures, and customized forms. Content creation supports a 40,000-character limit with text formatting options, image insertion, and file attachments up to five files in formats including .gif, .png, .jpeg, .docx, .xlsx, .pdf, .mp4, .mp3, .csv, .xml, .json, and others. Responses are created through the Digital and Telephony > Interaction Assets > Canned Responses menu path, where users specify response names, select libraries, and configure response types. The platform supports substitution variables that automatically populate with agent-specific or customer information when deployed, with the system automatically replacing substitutions with correct information when agents use canned responses. Users can create multiple responses consecutively and are encouraged to exclude unnecessary elements such as greetings or transition words to maintain concise messaging. Responses function as components within larger conversations and can include formatting enhancements and supporting documentation to improve readability and utility for agents. The documentation provides access to related resources covering canned responses , permissions management, substitutions functionality, and various response types including WhatsApp templates, form additions, images, email signatures, and message interaction responses. Users can provide feedback on article helpfulness through a structured form that captures user role and specific reasons for feedback ratings, with acknowledgment of the Genesys Cloud privacy policy required for submission

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

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