Create and manage libraries
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Genesys Cloud enables users to create and manage libraries that organize canned responses into logical groupings for agent use. Users can create up to 200 libraries, each with descriptive names containing up to Libraries contain sets of standard responses agents use to answer common questions, with typical examples including Promotions and Sales, Troubleshooting, and Contact Information. Each library can contain any number of responses and supports queue-specific assignment, ensuring agents only view responses relevant to their assigned queue.
Library management requires Responses > All > All permissions and is performed through Menu > Digital, Telephony > Interaction Assets > Canned Responses > Libraries, where users can add, edit, or delete libraries. Library names and entire libraries can be edited or deleted through the Admin interface under Contact Center > Canned Responses > Libraries. The Queues section within library settings displays which queues currently use each canned response library, with queue-specific library assignments configured through the Canned Responses tab during queue setup. Deleting a library permanently removes all associated responses.
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- Responses > All > All permission
To make them easier to manage, you can organize your into libraries.
A library represents a set of standard responses that agents can use to answer a general category of questions. Examples of libraries include:
- Promotions and Sales
- Troubleshooting
- Contact information
A library can have any number of responses in it.
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.
- Click Admin.
- Under Contact Center, click Canned Responses.
- Click Menu > Digital and Telephony > Interaction Assets > Canned Responses.
- Click Libraries.
- From the Actions list next to the library that you want to edit, click Edit Library .
- Make your changes.
- Click Edit Library.Note: The Queues section shows which queues currently use this canned response library. When configuring queues, you can assign specific canned response libraries to each queue through the Canned Responses tab. This ensures that agents only see responses relevant to the queue they’re working on.
Note: When you delete a library, you also delete all responses in that library.
- Click Admin.
- Under Contact Center, click Canned Responses.
- Click Menu > Digital and Telephony > Interaction Assets > Canned Responses.
- Click Libraries.
- From the Actions list next to the library that you want to delete, click Delete Library .
- Click Delete Library.
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