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Is there a way to import/bulk upload canned responses? And potentially add them to a library?
Not that I can see. You might try using Knowledge Articles and Agent Assist for knowledge searching instead of canned responses. You can upload that manually or through the API.
Thank you Robert. I wasn't finding anything either. What we are looking to do is within a sms/chat session give our agent several 1-click canned response options to quickly answer common questions so that they do not need to type out a response. That was our thought process for the canned responses. We weren't really doing a knowledge search and I don't think Knowledge Articles or Agent Assist would help us in this use case.
The knowledge articles can give you similar, single-click answers and will allow you to create articles in bulk. Knowledge searching does not cost any extra, just surfacing with the AI.
@Robert Wakefield-Carl How do you enable manual knowledge searching for the agent, without enabling the automatic surfacing with AI?
It is the same setup as Knowledge Surfacing, but if you don't have the Agent Assist license or the Vouce beta, users can only manually seach.
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