Create a response assets library for Canned Responses

AI-generated summary

Genesys Cloud enables users to create a response assets library for Canned Responses by uploading and managing files through the Response Assets section in Admin. Users with appropriate permissions (Responses > Library > All and Response assets > Asset > All) can upload images and files from URLs, local computers, or networks. Supported image formats include JPEG, JPG, GIF, and PNG, with a maximum file size of 25MB per asset and an organizational limit of 20,000 total assets. The platform also supports additional file types including DOCX, XLSX, PDF, MP4, MP3, CSV, XML, JSON, and others for attachment purposes. During upload, users can preview files, optionally rename them, and assign assets to specific divisions. Uploaded files display metadata including creator, modification date, file type, and size. Image files can be inserted as inline responses or attachments within canned responses, while other file types are available only as attachments. The upload process can be repeated to build a comprehensive library accessible across the organization.

PrerequisitesClick to expand

Response assets are files that you can manage in a library and insert them as more supporting resources in specific canned response types, for example, Standard response.

When you create a canned response, other than inserting files from response assets, you can also add an image or a file

by using any of the following methods:

From a URL (only for images)
From your computer or network

Notes:

For Canned Responses, Genesys Cloud supports .jpeg, .jpg, .gif, and .png images for email interactions and for MMS messages.
The maximum size for an image is 25 MB.
The maximum number of assets that can be uploaded to the asset library of an organization is 20,000.

To create a response assets library for canned responses, follow these steps:

Click Menu > Digital and Telephony > Interaction Assets > Response Assets.
Click Upload.
Find the file that you want to include in the response assets library. Genesys Cloud opens the Upload New Asset window and shows a preview of the file.
Note: You can attach files of format such as gif, png, .jpeg, and .jpg, docx, xlsx, doc, xls, .pdf, .mp4, mov, m4a, aac, .mp3, ics, .csv, vcf, .xml, .json, wav, webm, txt, tiff, .bmp, svg, MPEG, mpg, and 3gp.
Optionally, change the name of the file.
Optionally, select the Division to which the response asset belongs.
Under the file, click Upload. The file is now available to add to your responses. You can add an image file as an inline response or as an attachment, whereas the other files can be added only as an attachment.
Repeat this process as needed.
Note: When you select a file, the following details about the file are included: Created By, Modified, Type, and Size.

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