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  • 1.  Canned Responses

    Posted 06-23-2020 11:19


    I see that when creating Canned Responses, I can organize them in Categories. However, does anybody if it is possible to have categories and sub-categories within the same library?

    For example if we have different canned responses for reactive chats and proactive chats, we would then have 2 libraries, but I can't seem to be able to create categories within a library.

    #cannedresponses #libraries


    Louis D.

  • 2.  RE: Canned Responses

    Posted 06-23-2020 13:29

    To my knowledge, we are unable to create subcategories for canned responses.  We have canned response libraries within our organization, and it would be very helpful for us as well to be able to create subcategories.  I've tried finding information about that possibility on the PureCloud resource site (, however have been unsuccessful.

    Wish I could be of more help here!

    Amanda Keeton
    Contact Center Manager
    Baker College Contact Center
    P: 810-510-4915

  • 3.  RE: Canned Responses

    Posted 06-25-2020 11:20
    That's what I thought. I searched but couldn't find it so I wanted to make sure asking here. Thank you for your reply.

    Louis D.

  • 4.  RE: Canned Responses

    Posted 09-15-2020 21:09
    Hello Louis and Amanda, We have the same issue with multiple business units with chat capability using canned responses but a tree kind of structure is not available. It is more flat and organizing is challenging. Anyone know if there are any enhancements planned in the roadmap?

    Satish Pallapotu
    Franklin Templeton Companies, LLC

  • 5.  RE: Canned Responses

    Posted 07-07-2022 19:35

    I know it's an imperfect solution, but in our organization, we have 3 Libraries, and the Titles of the canned Responses group them into categories: for example: 

    Mailing List - Request add to Catalog Mailing List
    Mailing List - Request How to Sign up for Promotional Emails
    Mailing List - Request Removal from Duplicate Mailings
    Mailing List - Request Where's my Catalog?

    Discounts - Applied Discount
    Discounts - Cannot be combined with other Discounts
    Discounts - Discount Limitations Snippet

    Delivery - Holiday Delivery Window
    Delivery - Items Ship Separately
    Delivery - Order Placed

    Rebekka Gill, Inc.

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