Genesys Cloud enables adding canned responses to message interactions. In a message, click Canned Responses to find and select the desired canned response. Place the cursor where to insert the response and click Insert. Continue typing the reply, click Send, complete after call work, and click Done to send the message with the inserted canned response.
The following permissions:
Responses > Response > View
Responses > Library > View
In a message interaction, click Canned Responses .
Find and select the response you want to use.
In the message reply, place your cursor where you want to insert the canned response.
Click Insert .
To complete the message, continue to type in the reply field.