Create and manage 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.

1. Click Menu > Digital and Telephony > Interaction Assets > Canned Responses.
2. Click Libraries.
3. Click Add Library.
4. In the Library Name box, type a descriptive name.
   Note: Each library name can contain up to 256 characters.
5. 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.
6. Click Add Library.

1. Click Admin.
2. Under Contact Center, click Canned Responses.
3. Click Menu > Digital and Telephony > Interaction Assets > Canned Responses.  
4. Click Libraries. 
5. From the Actions list next to the library that you want to edit, click Edit Library .
6. Make your changes.
7. 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.

1. Click Admin.
2. Under Contact Center, click Canned Responses.
3. Click Menu > Digital and Telephony > Interaction Assets > Canned Responses. 
4. Click Libraries. 
5. From the Actions list next to the library that you want to delete, click Delete Library .
6. Click Delete Library.