A place to ask questions, connect with others, and stay in the know
Hello,I am curious if we have the option of having canned responses associated with languages.For example, depending on the language of the interaction, having only the canned responses for that language.I am aware of the libraries but as they cannot be broken down by sub-categories, I was wondering of the different possibilities provided by the canned responses.For example, we have agents called categorized as Proactive and Reactive. The canned responses for the 2 groups are different.
Additionally, we have main categories and sub-categories such as:- Proactive - Openers - Browse - 1 - 2 - Openers - Proposal - 1 - 2- Proactive - Discovery - 1 - 2- Reactive English- Reactive French- etc...And if we need to separate canned responses by categories, I see only Libraries available.So basically, is there any way to have canned responses associated to a respective group or would all groups Reactive and Proactive see all the canned responses? The same question would apply for languages and channels.
Or do we only have the option of organizing the canned responses using libraries?
Thank you for the reply Robert.
I just want to confirm: if we create canned responses, then all the agents given access to them would be able to see/use them no matter the channel, is that correct?
Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a ServiceSM so organizations of any size can provide true personalization at scale, interact with empathy, and foster customer trust and loyalty. This is enabled by Genesys Cloud™, an all-in-one solution and the world's leading public cloud contact center platform, designed for rapid innovation, scalability and flexibility. Visit www.genesys.com.