Best practices

Canned response library access is determined by divisions. Existing permissions continue to control what actions users can perform on the libraries they can access, while queue segmentation continues to determine which accessible libraries are available for a specific interaction.

This article describes the best practices to adopt when configuring division-based canned response libraries.

How can organizations use division-based canned response libraries?

Organizations can use divisions to organize canned response libraries around their business structure while ensuring users access only the content relevant to their work.

The following are some of the example use cases:

• Business units – Set up separate libraries for sales, customer care, billing, and technical support teams.
• Brands – Maintain different approved messaging for each brand within a multi-brand organization.
• Regions or countries – Store region-specific content, regulatory language, or localized messaging for North America, EMEA, APAC, or individual countries.
• Internal vs. external teams – Restrict internal operational responses to internal support teams while making available customer-facing responses to contact center agents.

What are the benefits of using division-based canned response libraries?

Using divisions with canned response libraries helps organizations to:

• Improve governance by limiting access to relevant libraries.
• Support compliance by ensuring users only access approved messaging for their business unit or region.
• Reduce clutter in the Canned Responses panel by showing only applicable libraries.
• Simplify administration for organizations with multiple brands, departments, or geographies.
• Improve consistency by helping agents use the correct responses for their area of responsibility.
• Scale content management as the organization grows without making available every library to every user.

What happens when an agent belongs to multiple divisions?

An agent can access canned response libraries that are assigned to any division they belong to. Responses from all accessible libraries are available in the Canned Responses panel, subject to any other applicable filters, such as queue segmentation.

What happens when an agent has already been assigned specific libraries through Queue Segmentation, but later some of those libraries are assigned to divisions that the agent does not belong to?

Irrespective of the libraries assigned via Queue Segmentation, the agent can only see responses from libraries assigned to their division. The Canned Responses panel displays only the responses from libraries that are part of their division.

Division-based access takes precedence over queue segmentation. If a library is assigned to a division that the agent cannot access, responses from that library are not available in the Canned Responses panel, even if the library would otherwise be available through queue segmentation.

What happens if a canned response library is not assigned to any division?

If a canned response library is not assigned to a division, it is accessible to all users who have the appropriate canned response permissions.

Are any additional permissions required to enforce divisions-based canned responses?

No. Existing canned response permissions continue to control who can create, edit, and manage canned response libraries and responses. Assigning a library to a division does not require any additional permissions beyond those already required to administer canned responses.

What happens if a library is moved from one division to another?

Once a library is assigned to a different division, only users who have access to the new division can view its responses. Users who no longer have access to that division will no longer see responses from that library.

Can a library belong to more than one division?

No. A canned response library can be assigned to only one division. But if a response belongs to more than one library, which in turn belongs to a different division, the response is accessible by users who have access to any of those divisions via their assigned roles.

Do divisions affect existing queue segmentation?

Queue segmentation continues to determine which libraries are available for a queue. Divisions provide an additional layer of access control. An agent must satisfy both division access and queue segmentation requirements before a library is available.

Do divisions affect existing canned response permissions?

No. Divisions determine which libraries a user can access. Existing permissions continue to determine what actions a user can perform, such as viewing, creating, editing, or deleting libraries and responses.

Which access validation takes precedence: divisions or queue segmentation?

Division-based access is evaluated before queue segmentation. Users can only access libraries that are assigned to divisions they can access. Queue segmentation is then applied to determine which of those accessible libraries are available for the current interaction.

Troubleshooting

An agent cannot see a canned response library.

If an agent cannot see a canned response library, verify the following:

• Whether the library is assigned to a division the user can access.
• Whether the user has the required canned response permissions.
• Whether queue segmentation (if configured) includes the library for the current interaction.

An administrator can edit more libraries than expected.

Verify the divisions assigned to the user. Users with edit permissions can edit libraries that are visible to them through their assigned divisions.