Genesys Cloud enables users to edit forms within Canned Responses, which are collections of templated pages designed to gather structured customer information. To edit a form, users must navigate to Menu > Digital and Telephony > Interaction Assets > Canned Responses, access Libraries, locate the desired library and response, and select Edit Response from the Actions column. Users can then modify the form content and save changes. A key limitation exists: forms assigned to published Architect Flows cannot be edited directly; users must temporarily remove the form from the flow before making edits. The task requires the "Responses > All > All" permission. Related resources include canned responses s, permissions documentation, and form management guides
The following permission:
Responses > All > All
A form in Canned Responses is a collection of templated pages that are used to gather structured information from customers.
To edit a form, perform the following steps:
Click Admin.
Under Contact Center, click Canned Responses.
Click Menu > Digital and Telephony > Interaction Assets > Canned Responses.
Click Libraries.
Search or navigate to the library that contains the response.
Click the View Responses arrow . The Responses tab appears.
From the Actions column next to the response that you want to edit, click Edit Response .
Make your changes in the form.
Note: If a form is assigned to a published Architect Flow, you cannot edit it. If you want to edit those forms, remove the form temporarily from the flow and then edit the form.