Canned responses overview

AI-generated summary

Genesys Cloud provides canned responses functionality that enables agents to use pre-written, pre-formatted message templates during customer interactions to improve operational efficiency and maintain consistency across communications. These responses are organized into division-aware libraries categorized by subject, team, or business classification—such as Promotions and Sales, Troubleshooting, and Contact Information—with each library capable of containing unlimited responses. Individual responses can be assigned to any division-aware library regardless of the library's division designation. Canned responses support dynamic content personalization through placeholder substitutions including {{CUSTOMER_NAME}}, {{Agent_name}}, and {{Agent_alias}}, which automatically populate with runtime values during use. Custom substitutions can also be defined to accommodate specific business requirements. Agents can read canned responses directly to customers or insert them into messages, chats, emails, and Apple Messages for Business forms and invitations. Access and management are controlled through role-based permissions: users with the Genesys Cloud User role can view libraries, search responses, and access them through the Interactions panel, while users with Responses > All > All permissions can manage libraries and responses through the Admin section, including adding, editing, and deleting both libraries and individual responses. The platform supports canned responses across multiple interaction types, including agent interactions and call analysis scenarios. Related capabilities include the Get Response action, messaging features, and role-based access controls through canned responses permissions. Users can implement canned responses across various roles including agents, administrators, developers/engineers, partners, supervisors, and support staff, with additional resources available through community support forums and structured feedback mechanisms

Canned responses are pre-written answers to commonly asked questions that agents can use during an interaction. Agents can either read the response to a customer or insert the response into a message, chat, or email.

Canned responses save time and ensure consistency. Rather than retype the same , you choose a previously composed response from a library. Libraries organize responses by subject, team, or another classification that makes sense in your business. A library represents a set of standard responses that agents can use to answer a general category of questions. Libraries are also division-aware. Examples of libraries include:

Promotions and Sales
Troubleshooting
Contact information

Note: A canned response library and its associated responses are division-aware. However, individual responses are not division-aware and they can be added to any division-aware libraries. For best practices followed while setting up division-based canned responses libraries, see the article.

A library can have any number of responses in it. Responses can contain substitutions, which are placeholders for runtime values. An example is {{CUSTOMER_NAME}}. When you insert a response into a message, chat, or email, Genesys Cloud replaces all occurrences of {{CUSTOMER_NAME}} with the customer’s name. By default, substitutions are available for Agent_alias, Agent_name, and Customer_name. You can define your own. For more information, see Custom Substitutions in the About Substitutions article. Responses can also contain supporting documents as attachments to be sent to the customer.

Roles and permissions govern the use of canned responses. Agents with the Genesys Cloud User role can view libraries, search for responses, and view responses. To find and use canned responses, agents click Canned Responses in the Interactions panel.

If your Interactions panel does not display the Canned Responses icon, contact your Genesys Cloud administrator.

Users with Responses > All > All permission can manage libraries (add, edit, delete), manage responses (add, edit, delete), search responses, and assign a response to a library. To manage libraries and responses, click Menu > Digital and Telephony > Interaction Assets > Canned Responses.

For more information, see About canned responses.

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