AI-generated summary
Genesys Cloud provides canned response libraries that enable agents to quickly access predefined, categorized responses to commonly asked questions during customer interactions. Administrators can create, organize, and manage these libraries through the Admin > Contact Center > Canned Responses interface, with the ability to filter libraries by division and control agent access based on roles. The feature supports both digital and telephony interactions, allowing agents to view and utilize library responses to deliver consistent and accurate service. Access requires specific permissions managed through Responses > All > All permission settings, and the canned responses functionality can also be accessed via Menu > Digital, Telephony > Interaction Assets > Canned Responses > Libraries for managing interaction assets across communication channels. Users can view libraries from specific divisions using the Division dropdown filter, which displays only those divisions for which access has been granted.