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  • 1.  HTML canned response

    Posted 10-07-2021 14:45
    Edited by Benny Martinez 10-07-2021 15:05
    Hello All,

    I am attempting to setup a customer provided HTML file for a canned response which would then be an auto reply to an inbound email Flow.

    I have the flow setup and the get response with no issues but am running into an issue with the actual HTML format on the canned response.

    The HTML file provided I open with notepad++ I then copy and pasted into the canned response and attempted both "paragraph and Preformatted" selection.  When the email reply takes place is displays all the HTML code not the actual images/paragraph it should have.

    Am I only supposed to past a specific part of the code into the canned response?

    " data-title="reply with removed " width="100" data-modalsrc=" without the very top.PNG" data-imgbase=" without the very top.PNG" data-imgthumbnail=" without the very top-T.png" data-imgmedium=" without the very top-M.png" data-imglarge=" without the very top-L.png">

    Please see below what I copied and pasted into the canned response: 

    <!DOCTYPE html PUBLIC "-//W3C//DTD XHTML 1.0 Transitional//EN" "">
    <html xmlns="">
    <meta http-equiv="Content-Type" content="text/html; charset=utf-8" />
    <title>Smile Brands Dental Inc.</title>
    a {
    <table width="600" border="0" cellspacing="0" cellpadding="0" align="center">
    <td colspan="3"><br />
    <img src="" alt="Smile Brands Inc." width="603" height="180" usemap="#Map" style="border-width: 0px; border-style: solid;" /></td>
    <td colspan="3" valign="top" style="border-left: 1px solid #1e5884; border-right: 1px solid #0595c7; padding: 14px 40px;">
    <p><span style="font-family: Arial; font-size: 13px;"></span></p>
    <p style="text-align: justify;"><span style="font-family: Arial; font-size: 13px;"> </span></p>
    <p><span style="font-family: Arial; font-size: 13px;">Dear &lt;Employee&gt;,</span></p>
    <p><span style="font-family: Arial; font-size: 13px;">Your email to the Smile Brands Leave Center has been received. An agent will reply to your message within 8 business hours. If you have any questions, please contact the Smile Brands Leave Center at 888-541-6342 or; </span></p>
    <p style="text-align: justify;"><span style="font-family: Arial; font-size: 13px;">&nbsp;</span></p>
    <p style="text-align: justify;"><span style="font-family: Arial; font-size: 13px;">With Regards,<br />
    <div style="text-align: justify;"><span style="text-align: left;">Smile Brands Leave Center</span></div>
    <td><img alt="" src="" width="337" height="112" /></td>
    <td><a href="" target="_blank"><img src="" alt="Real Time Chat M/F 8-5 (EST)" width="139" height="112" /></a></td>
    <td><a href=""><img src="" alt="Email 24-hour Response M/F" width="127" height="112" /></a></td>
    <map name="Map" id="Map">
    <area shape="rect" coords="-27,129,311,179" href="" />

    Benny Martinez
    Packet Fusion, Inc.

  • 2.  RE: HTML canned response

    Posted 10-10-2021 22:40
    I was not really aware you can use HTML in canned responses for email and I know there is is an idea for HTML responses here: HTML support in Canned Response (not only | Genesys Cloud Ideas Lab (

    Best is the internal formatting and the substitutions you can have now in the canned responses editor. 

    Now there is mention of Get Response Action to have a canned response in HTML, but there is no mention of formatting and support - just that you can use simple html.

    This is something that needs some better documentation and examples much like the markup language.

    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect

  • 3.  RE: HTML canned response

    Posted 10-11-2021 01:47
    Hi Benny, 
    We have built our own custom canned responses for our clients, they have full control over their different HTML folder content as well as the order it apprears, with a copy button so yes it is do able and works well. A few points: 
    1. When you copy code into the body of Genesys Cloud, Genesys will only support specific HTML code features, see the Genesys Cloud canned responses help. 
    2. I would suggest breaking your code down into smaller pieces and then seeing where it is failing. 
    3. Once you identify where it is failing I would confirm with Genesys if that HTML code is supported
    4. Or it might just be in your code and the break down will help. 
    5. You can mail me if you need anymore help
    Kind Regards

    Warren Beddie
    Noralogix PTY (Ltd)

  • 4.  RE: HTML canned response

    Posted 10-13-2021 10:22
    Hello Benny, 

    You can't use HTML code directly in canned response but there's a workaround using in a datatable.

    Let's say you set HTML code somewhere in datatable,

    in your canned response, create a subtitution, let's call it HEADER

    Then in your inbound flow, retrieve the html content then set participant data  with HEADER as Attribute name and  the value of datatable (HTML code) as Value To Assign 2

    et Voilà !

    I'd recommend to split your full html in many part like "header", "body", "footer", etc ...

    Gurwan Duplenne
    Genesys - Employees

  • 5.  RE: HTML canned response

    Posted 10-13-2021 10:59
    Edited by Benny Martinez 10-13-2021 11:01
    Thank you Gurwan and all who replied.

    Nice trick to get around it, and very helpful information. I will give this a try and update when complete.

    Benny Martinez
    Packet Fusion, Inc.

  • 6.  RE: HTML canned response

    Posted 10-06-2022 06:06

    Good day Gurwan, Thanks for the workaround.

    I would like to know when this support will be a native feature in the UI without needing to resort to a data table workaround.

    Dewald Smit
    Altron Systems Integration a Division of Altron TMT (Pty) Ltd

  • 7.  RE: HTML canned response

    Posted 10-07-2022 15:23
    Have you checked out:  ?

    It's an advanced email app for Genesys Cloud that can handle HTML canned responses.

    Maksim Gill
    Eccentex, Inc.

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