Genesys Cloud (formerly PureCloud)

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Canned Responses

  • 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

    GCAP Member
    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

    GCAP Member
    Posted 9 days ago
    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