Genesys Cloud - Main

Can anyone tell me why the test form that I've built isn't working for agents when they are chatting in a Message Interaction? 

I can see the form within the list of Canned Responses available to an agent in that particular queue, but the agent is unable to interaction with that canned response. It's like it's in a "read-only" state. Clicking on it does nothing. 

I would like to understand if I'm missing something configuration-related that might be causing the problem, or if I might need to open a ticket with Genesys in order to get this resolved. I appreciate the assistance. Cheers!

#Omni-ChannelDesktop/UserInterface

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Patrick Rohlf
Contact Center Technologies Implementation Engineer
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Hello Patrick, 

The behavior you're describing is to be expected.

Form-type canned responses work a little differently than standard canned responses during messaging interactions. The agent's role is to send the form to the customer-they aren't expected to edit the form fields themselves.

The typical flow is:

The agent selects and sends the form.
The agent can send additional text messages before or after the form if needed.
The customer completes and submits the form.
Once submitted, the customer's responses are displayed in the agent's interaction panel.

So if the fields appear read-only to the agent before sending the form, that's consistent with how forms are intended to work.

Cheers, 

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Cameron
Online Community Manager/Moderator
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@Cameron Tomlin

I appreciate the reply. Unfortunately, it's not possible for the agent to select/send the form. If you click on the form in the canned response, the option to send it to the customer in the chat isn't possible. The button to share is "dead". Clicking on it does nothing. As I mentioned, it reacts as if that particular canned response is in a read-only state. 

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Patrick Rohlf
Contact Center Technologies Implementation Engineer
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Original Message:
Sent: 06-26-2026 16:47
From: Cameron Tomlin
Subject: Canned Response Form not Working

Hello Patrick, 

The behavior you're describing is to be expected.

Form-type canned responses work a little differently than standard canned responses during messaging interactions. The agent's role is to send the form to the customer-they aren't expected to edit the form fields themselves.

The typical flow is:

The agent selects and sends the form.
The agent can send additional text messages before or after the form if needed.
The customer completes and submits the form.
Once submitted, the customer's responses are displayed in the agent's interaction panel.

So if the fields appear read-only to the agent before sending the form, that's consistent with how forms are intended to work.

Cheers, 

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Cameron
Online Community Manager/Moderator
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I having this issue too. The WhatsApp canned response template is "Approved", but the agent cannot click on the canned response, its just greyed out and no responses.

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Yaw
ITAPPS
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Original Message:
Sent: 06-26-2026 17:13
From: Patrick Rohlf
Subject: Canned Response Form not Working

@Cameron Tomlin

I appreciate the reply. Unfortunately, it's not possible for the agent to select/send the form. If you click on the form in the canned response, the option to send it to the customer in the chat isn't possible. The button to share is "dead". Clicking on it does nothing. As I mentioned, it reacts as if that particular canned response is in a read-only state. 

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Patrick Rohlf
Contact Center Technologies Implementation Engineer
------------------------------


Original Message:
Sent: 06-26-2026 16:47
From: Cameron Tomlin
Subject: Canned Response Form not Working

Hello Patrick, 

The behavior you're describing is to be expected.

Form-type canned responses work a little differently than standard canned responses during messaging interactions. The agent's role is to send the form to the customer-they aren't expected to edit the form fields themselves.

The typical flow is:

The agent selects and sends the form.
The agent can send additional text messages before or after the form if needed.
The customer completes and submits the form.
Once submitted, the customer's responses are displayed in the agent's interaction panel.

So if the fields appear read-only to the agent before sending the form, that's consistent with how forms are intended to work.

Cheers, 

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Cameron
Online Community Manager/Moderator
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Hi Patrick,

Based on the documentation, one thing worth checking is whether the agents have the required permissions to use form-type canned responses.

According to the documentation, agents should have the appropriate Responses permissions (including Responses > All > All) in addition to access to the canned response library. It's also worth confirming that the library is assigned to the correct queue and that the form was created with all the required components.

You can find more information here:

Canned Responses Forms Quick Start Guide:
https://help.genesys.cloud/articles/canned-responses-forms-quick-start-guide/

Use Canned Responses During ACD Interactions:
https://help.genesys.cloud/articles/use-canned-responses-during-acd-interactions/

Have you already verified these configurations and permissions? If everything is configured correctly and the issue still occurs, I'd recommend opening a Customer Care case so the support team can investigate whether this is a product issue or an unexpected behavior.

Customer Care:
https://genesys.my.site.com/customercare/

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Raphael Poliesi
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