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 Navigate to Admin → Contact Center → Canned Responses Click Add Library and provide a meaningful name Inside the library, click Add Response Name the response — this is what agents see in the search bar during interactions 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 )