# 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 [![](https://wiki.tinod.net/uploads/images/gallery/2026-03/scaled-1680-/Piq5EcmAA2X0mMk8-image-1772812583641.png)](https://wiki.tinod.net/uploads/images/gallery/2026-03/Piq5EcmAA2X0mMk8-image-1772812583641.png) [![](https://wiki.tinod.net/uploads/images/gallery/2026-03/scaled-1680-/kPx6Q5Kyx3fbjqhH-image-1772812596608.png)](https://wiki.tinod.net/uploads/images/gallery/2026-03/kPx6Q5Kyx3fbjqhH-image-1772812596608.png) [![](https://wiki.tinod.net/uploads/images/gallery/2026-03/scaled-1680-/ZhOBPLkRJA1z7FSr-image-1772812616458.png)](https://wiki.tinod.net/uploads/images/gallery/2026-03/ZhOBPLkRJA1z7FSr-image-1772812616458.png) --- ## 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 | [![](https://wiki.tinod.net/uploads/images/gallery/2026-03/scaled-1680-/h03ts8TiVCNrqzgi-image-1772812650649.png)](https://wiki.tinod.net/uploads/images/gallery/2026-03/h03ts8TiVCNrqzgi-image-1772812650649.png) --- ## 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 | [![](https://wiki.tinod.net/uploads/images/gallery/2026-03/scaled-1680-/jouQoJcFs7buM1T3-image-1772813029679.png)](https://wiki.tinod.net/uploads/images/gallery/2026-03/jouQoJcFs7buM1T3-image-1772813029679.png) [![](https://wiki.tinod.net/uploads/images/gallery/2026-03/scaled-1680-/zjYGSAIYcjFMpTtj-image-1772862253662.png)](https://wiki.tinod.net/uploads/images/gallery/2026-03/zjYGSAIYcjFMpTtj-image-1772862253662.png) [![](https://wiki.tinod.net/uploads/images/gallery/2026-03/scaled-1680-/J1qmcQHuyQZ9HEQx-image-1772862568148.png)](https://wiki.tinod.net/uploads/images/gallery/2026-03/J1qmcQHuyQZ9HEQx-image-1772862568148.png) --- ## 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`) |