Genesys Cloud - Main

Is there a way agents can access canned responses without being in an active interaction?  Use case:  Agents who respond to email outside of Genesys could search canned response libraries and then copy and paste answer to an external email client.
#ConversationalAI(Bots,AgentAssist,etc.)

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Mark Kastner
Gate 1 Travel
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Hopefully someone else has a better suggestion, but the two ways I can see is, they would need access to edit the responses, that way they can see them in "admin" mode

The other is instead to use the APIs, so have the external email client call the Genesys APIs through a plugin for example, to search and retrieve the responses.

APIs to get you started:
https://developer.genesys.cloud/devapps/api-explorer#get-api-v2-responsemanagement-libraries
https://developer.genesys.cloud/devapps/api-explorer#get-api-v2-responsemanagement-responses
https://developer.genesys.cloud/devapps/api-explorer#get-api-v2-responsemanagement-responses--responseId-

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Anton Vroon
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You can add these permissions to the users Role, which will give them view access only to the Canned Responses libraries. 

https://help.mypurecloud.com/articles/canned-responses-roles-and-permissions/

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Blake Anderson | Sr. Telecom Engineer
BEST BUY CO., INC.
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