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  • 1.  Canned Response Custom Order

    Posted 01-20-2025 04:03
    No replies, thread closed.

    Hi,

    Is there a way to customise the way canned responses are displayed for the agents. Currently it looks like they are organised A-Z, I would like the ability to organise these for example in a set order that an agent can follow.


    #DigitalChannels

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    Andrew Findlater
    x
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  • 2.  RE: Canned Response Custom Order
    Best Answer

    Posted 01-20-2025 08:15
    No replies, thread closed.

    Hi Andrew,

    Welcome to the community.  It looks like there is no way to sort canned responses currently.  There is however an idea on the Genesys Cloud Product Ideas Lab: prioritize canned responses. I would recommend voting on the idea and adding your use case to it so that it can be considered for future development



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    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
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    Original Message


  • 3.  RE: Canned Response Custom Order

    Posted 01-20-2025 15:40
    No replies, thread closed.

    Yes, they are A-Z, so we suggest to most customers if you want and order, you put a number in front - kind of hokey, but that is about it.  With the searching capabilities and the newer library structure, it is better, but still sorting by A-Z.  You can use canned responses in conjunction with knowledge articles using CoPilot, so you can put your templates in Canned Responses and your info stuff in articles.  



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    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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    Original Message


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