Insert an existing substitution

Genesys Cloud provides functionality for managing canned responses through its Digital and Telephony interface. Users can access canned responses by navigating to Menu > Digital and Telephony > Interaction Assets > Canned Responses. The system allows users to add or edit canned responses and insert existing substitutions into these responses. To insert a substitution, users locate the desired substitution in the list, click the "More" option next to it, and select "Insert." This feature enables the creation and management of templated communication content for use across digital and telephony channels. The platform also supports related template functionality for SMS campaigns, email campaigns, and WhatsApp messages.