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`)