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 while controlling agent access based on roles. Agents can view and utilize library responses to deliver consistent and accurate service. Access is managed through Admin > Contact Center > Canned Responses, with the ability to filter libraries by division. The feature supports both digital and telephony interactions, with specific permissions required for agent access and library management.