Genesys Cloud CX

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  • 1.  Division level filtering with Canned Responses

    GCAP Member
    Posted 09-15-2020 21:14

    Hello all,

    We have multiple business units using chat functionality. Each business unit has two or more Categories of Canned responses . As a whole we have a lot of categories and each LOB sees all of them which is not ideal. Anyone if there is a division level filtering be available in future for the canned responses to limit visibility to their business unit.

    Thanks,

    Satish


    #DigitalChannels

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    Satish Pallapotu
    Franklin Templeton Companies, LLC
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  • 2.  RE: Division level filtering with Canned Responses

    GCAP Member
    Posted 12 days ago
    We are interested in this also. With the recent division level restrictions that have been rolled out it would be good to be able to restrict canned responses also.

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    Sam Hutchinson
    SAGE GLOBAL SERVICES LIMITED
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  • 3.  RE: Division level filtering with Canned Responses

    Posted 12 days ago
    Hi Satish and Sam,

    We designed advanced Canned Responses based on queueId restriction for both emails(HTML) and chats(Markdown), the same can be done with divisions.
    Our solution based interaction script, ReactJS for GUI, Azure Blob Storage for HTML and Markdown files.
    Agent is able to choose canned response from the interaction script section based on the interaction queue.

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    Taras Buha
    taras@noralogix.com
    www.noralogix.com
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