Edit a response

AI-generated summary

Genesys Cloud enables users to edit canned responses through the Digital and Telephony interface. To edit a response, users must navigate to Menu > Digital and Telephony > Interaction Assets > Canned Responses, select the appropriate library, and click the Edit Response option from the Actions column. The platform supports formatting enhancements to improve readability of canned responses. Users require Responses > All > All permissions to perform this function. A system warning displays when editing campaign SMS templates associated with running campaigns. Changes are saved through the Save button. The feature integrates with related functionality including WhatsApp template messages, SMS campaign templates, call analysis responses, email responses with hyperlinks, and substitutions management.

PrerequisitesClick to expand

Note: If you edit a campaign SMS template associated with a running campaign, Genesys Cloud displays a warning.

Click Menu > Digital and Telephony > Interaction Assets > Canned Responses.
Click Libraries.
Search or navigate to the library that contains the response.
Click the View Responses arrow . The Responses tab appears.
From the Actions column next to the response that you want to edit, click Edit Response .
Make your changes.
Tip: To improve the readability of your canned responses, you can add formatting. For more information, see Format canned responses.
Click Save.

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