Add a library

AI-generated summary

Genesys Cloud provides functionality to create canned response libraries that store and organize reusable text blocks for contact center operations. Users with the Responses > All > All permission can create up to 200 libraries, with each library name supporting up to Libraries are created through the Menu > Digital and Telephony > Interaction Assets > Canned Responses > Libraries interface by selecting Add Library and entering a descriptive name. Once established, these libraries store canned responses accessible across both digital and telephony interactions, enabling standardized messaging reuse throughout contact center communications. During creation, users must navigate to the specified menu path, select Libraries, click Add Library, enter the library name in the designated field, and assign the library to a specific division or select the unassigned option to make it accessible across all divisions in the organization. The Division dropdown displays only those divisions for which the user has access permissions

PrerequisitesClick to expand

Note: You can create up to 200 libraries.

Click Menu > Digital and Telephony > Interaction Assets > Canned Responses.
Click Libraries.
Click Add Library.
In the Library Name box, type a descriptive name.
Note: Each library name can contain up to 256 characters.
In the Divisions list, select the division to which the library belongs. If the library can be accessed by users in all the divisions in an organization, select unassigned to division option.
Note: The Division drop down displays only those divisions for which you have access. For best practices followed while setting up division-based canned responses libraries, see the best practices and troubleshooting article.
Click Add Library.

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