Genesys Cloud (formerly PureCloud)

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Canned Responses Reporting & Permissions

  • 1.  Canned Responses Reporting & Permissions

    Posted 07-14-2020 20:49

    Hello everybody,

    I am reaching out to the community to know if it is possible to report on the use of Canned Responses. Is there a way to track it by any chance? 

    Additionally, is there a way to have Canned Responses visible to a subset of user based on role/permissions? For example, if we have 2 libraries of canned responses, 1 and 2, respectively for Group A and Group B. Is it possible to have library 1 only accessible to Group A, and library 2 only to Group B? Or will both Group be able to access and use the canned responses from the 2 libraries?

    Thank you in advance,



  • 2.  RE: Canned Responses Reporting & Permissions

    Posted 20 days ago
    Hi Louis,

    There is no way to restrict the access or track the usage of canned responses.

    Even if you use multiple divisions they will be available for both groups.

    Paulo Mesquita
    Spark NZ Trading