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Canned Responses & Response Assets

Canned Responses

Topic Detail
Navigation Admin → Contact Center → Canned Responses
Purpose Pre-written answers agents can insert into Chat, Email, or Message interactions for consistency and speed
Structure Libraries → Responses
Channels Chat, Email, Message (WhatsApp, SMS, social)

Libraries

Libraries group responses by team, department, or topic (e.g., Billing, Technical Support, General FAQ). Access is controlled at the library level — only relevant teams see specific content.

Creating a Canned Response

  1. Navigate to Admin → Contact Center → Canned Responses
  2. Click Add Library and provide a meaningful name
  3. Inside the library, click Add Response
  4. Name the response — this is what agents see in the search bar during interactions
  5. Enter content and save

Response Types

Type Use Case Constraint
Standard Chat and Email replies Can be edited or personalized by the agent before sending
Message Template WhatsApp Business / proactive outbound Requires pre-approval from Meta/WhatsApp — mandatory for messages sent 24+ hours after last customer message
Campaign SMS Bulk SMS notifications 160 characters per segment — carrier compliance required; supports variables/macros for personalization
Email Footer Legal compliance / branding Auto-appended to all outbound emails from the library — agents cannot see or remove it

Agent Usage

Mode Description
Read-only Agent reads the response to the customer — common for voice interactions
Insertion Agent clicks to insert the full text directly into a chat, email, or messaging thread

Best Practices

Practice Reason
Organize responses into focused libraries Helps agents find responses quickly
Use clear response names Agents search by name during live interactions
Keep standard responses concise Long responses slow down chat interactions
Review Message Templates before WhatsApp campaigns Meta approval can take days
Always configure Email Footer at library level Prevents accidental removal of legal disclaimers

Response Assets

Topic Detail
Navigation Admin → Contact Center → Response Assets
Purpose Central repository for images and documents embedded in Canned Responses
Supported Files PNG, JPG (images); PDF (documents)

Overview

Response Assets is a central media library. Images and documents must be uploaded here before they can be embedded in a Canned Response. This ensures agents always use the most current version of a file and prevents broken image links in customer emails.

Asset Repository

  • Navigate to Admin → Contact Center → Response Assets
  • Upload images or documents before attaching them to any Canned Response
  • From the dashboard: view file details, delete outdated assets, search existing media

Embedding in Canned Responses

Method Description
Upload from Library Select a pre-uploaded asset from the Response Asset collection — most secure and consistent
Insert from URL Link to an externally hosted image — flexible but less secure
Upload New Image Upload directly while editing a response — automatically populates the asset library

Key Facts

Feature Detail
Centralization Prevents broken image links in customer emails
Security Internally hosted assets are scanned and verified by Genesys Cloud
Supported formats PNG, JPG, PDF
Access Accessible via a dedicated icon in the Canned Response editor

Interview Cheat Sheet

Question Answer
What is a Canned Response library? A named grouping of responses organized by team or topic
What approval does a WhatsApp Message Template require? Pre-approval from Meta/WhatsApp
What is the SMS segment character limit? 160 characters per segment
What does Email Footer do? Auto-appends legal/branding content to outbound emails — agents cannot remove it
Where must images be uploaded before embedding in a response? Response Assets (Admin → Contact Center → Response Assets)
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