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  • 1.  Canned Response Custom Order

    Posted 01-20-2025 04:03

    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

    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

    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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