Use canned responses during agent interactions

AI-generated summary

Genesys Cloud's canned response system provides agents with pre-written response templates accessible through the Interactions panel across multiple communication channels including chat, email, and messaging. Agents require specific permissions—"Responses > Response > View" and "Responses > Library > View"—to access this functionality. The system supports efficient response management through several mechanisms: agents can search across response libraries (subject to a 500-response limit), filter by queue-associated libraries, and apply text formatting based on interaction type. Responses can be located by browsing libraries, searching across all assigned responses, or filtering by specific library names. For chat interactions, agents insert canned responses which replace any unsent text in the message field. Email interactions require agents to access Canned Responses, select the desired response, position the cursor in the reply field, insert the response, add supplementary text if needed, and send the reply. Message interactions follow a similar workflow: agents click Canned Responses, select and insert the response at the desired cursor location, add supplementary text, send the reply, and complete after-call work. The platform includes form handling capabilities that enable agents to provide explanatory messages and process customer submissions directly within the interaction panel. Form-type responses in message interactions function distinctly—agents select and send form responses directly without field modification capability, though they may send accompanying text messages before or after the form. Upon customer submission, form field responses appear in the interaction panel to inform subsequent agent actions. All interaction types require completion of after-call work and confirmation via the Done button. Key limitations include formatting inconsistencies between the editor and chat display, queue-specific library access restrictions, and constraints on form response modifications. The platform supports text formatting in chats and provides access to related documentation on voice interactions, web chat interactions, email interactions, and agent interaction management.

PrerequisitesClick to expand

Agents can find and use canned in the Interactions panel. Agents can read responses during a call or insert and send responses in chat interactions.

To access canned responses from the Interactions panel, click Canned Responses .

Notes:

When an agent uses a formatted canned response, the agent’s editor does not retain all the formatting options used in the canned response.
The current queue displays only the canned responses from the libraries that are associated to the queue.

Find and view a response from a libraryClick to expand

Search for and view a responseClick to expand

From an interaction, click Canned Responses .
Use the Search All Responses field to search across all responses from all libraries assigned to the queue.
To search for specific libraries, click the Filter icon .
In the Search Library field, type the library name you are looking for.
Click the required library from the search results. All the responses from the selected library are displayed. The breadcrumb below the search box indicates the library that you are in.
From the responses list, click the response that you want to view. Alternatively, click the Filter icon to search for a specific response within the library that you are in. The search term can be a part of the response name or in the response.

Notes:

Genesys Cloud restricts library search results to 500 responses. If you receive a large number of libraries and responses, then refine your search terms for better results.
Genesys Cloud only displays responses from libraries that your admin assigns to your queue.

Insert a response into a chat interaction messageClick to expand

Genesys encourages existing web chat customers to migrate to web messaging.

In a chat interaction, click Canned Responses .
Find and select the response you want to use.
Click Insert .
Genesys Cloud inserts the response in chat window. The response replaces and deletes any previous unsent text.

Note: A response can have formatting, such as bulleted lists or custom hyperlinks. This formatting does not display the same way in the chat window as it does after you send it to the customer. To learn more about formatting in chats, see .

Select the chat window and press Enter to send the chat message.

Insert a response into an email interaction replyClick to expand

Insert a response into a message interaction replyClick to expand

Insert a form response into a message interactionClick to expand

In a message interaction, click Canned Responses .
Find and select the response (form type) that you want to use.
Click Send. You can see the form immediately appearing in the response window in the interactions panel.
Unlike other response types, you cannot modify the form fields before sending them to the customer. However, you can type information about the form as an explicit message and send it to the customer either before or after sending the form.
After the customer has filled and submitted the form, the responses to the form fields are shown in the interaction panel.
Perform the next steps based on the submitted form values.
Complete any required after call work and click Done.

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