Create responses

To create a response, follow these steps:

1. Click Admin.
2. Under Contact Center, click Canned Responses.
3. Click Menu > Digital and Telephony > Interaction Assets > Canned Responses. 
4. Click Libraries. 
5. Search or navigate to the library where the response belongs.
6. Click the View Responses arrow .
7. Click Add Response.
8. In the Response Name box, type a meaningful name. Agents see this name.
9. The Libraries list already contains the library that you selected in step 4. To specify a different library, click the library name from this list.
10. Under the Response Type section, you can create the following:
    • A simple standard response from the Standard tab. For more information, see step-11.
    • Templates for responses from the Message Template (WhatsApp template), Campaign SMS template, and Campaign Email Template tabs.
    • An email signature response from the Footer tab.
    • Customized forms from the Form tab.
11. In the Content box, type the content of your message.
    Notes: 

    • Remember that this response is part of a larger email or chat conversation and is also limited to 40,000 characters. Leave out unnecessary details such as greetings or transition words. 
    • To improve the readability of your canned responses, you can add formatting. For more information, see Format canned responses.
    • You can add an image to your response.
12. To create another response, enable the Create Another check box. The new response belongs to the same library by default. However, you can select a different library if necessary.
13. Click Save. 

Use substitutions in responses

To use a substitution, place your cursor at the appropriate spot in your response, and under Insert Substitution, click the letter beside the substitution you want to add. When an agent uses the response, Genesys Cloud replaces the substitution with the correct information.