Create a canned response library

AI-generated summary

Genesys Cloud provides a canned response library feature that enables administrators to create and organize predefined text responses for efficient customer interactions. Administrators can establish up to 200 libraries, each with a descriptive name containing up to and populate each library with up to 200 predefined text responses. Agents can quickly insert these responses into chats and messages when handling common customer inquiries, promoting consistent and efficient communication. To configure a library, administrators navigate to Menu > Digital and Telephony > Interaction Assets > Canned Responses > Libraries, select Add Library, enter a descriptive library name, and assign the library to a specific division or mark it as unassigned to division for organization-wide access. This organizational structure supports managing multiple response libraries for improved accessibility and consistency during customer interactions, with division-based access controls available for role-specific management

Series: Set up a library of responses

Next suggested step: Create responses

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.

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