Genesys Cloud - Main

The Canned Responses team is excited to share that Divisions support is coming to Canned Responses Libraries in Genesys Cloud!

This enhancement will give organizations more flexibility and control in how canned responses libraries are organized and managed, helping teams align content access with their operational structure. By applying divisions at the library level, admins can more easily scale and govern response content across teams while keeping things simple for agents. This enhancement helps support scalable content management while aligning library access with existing division structures.

We know many of you have been waiting for divisions support in Canned Responses. Thank you for your patience and understanding. We are looking forward to getting this capability into your hands and enabling even smoother content management experiences in Genesys Cloud. Stay tuned for the GA date as we get closer to winding up our testing efforts and prep for the release.

#DigitalChannels

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Marudhu Pandian
Genesys - Employees
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HI Marudhu,

This is a good feature as currently we are controlling the canned response for agents at Queue level however the admins are able to see them all. This will help to restrict it to their particular divisions.

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Viraj Dhurat
Business Systems Officer
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I understand it's a process and everything in its time, but EVERYTHING should be divided by division
Canned response, site, trunks, groups, OAuth, policy... etc.

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Kaio Oliveira
Sr Systems Analyst
GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM
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Great update, this will definitely help with governance and scalability 👍

It would also be very valuable to see a similar division-based approach for Knowledge Bases.
Being able to associate knowledge content with divisions would improve access control, content ownership, and alignment with operational structures-especially in larger orgs.

Hope this is something on the roadmap as well.

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Mateus Nunes
Tech Leader Of CX at Solve4ME
Brazil
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Original Message:
Sent: 02-09-2026 06:44
From: Kaio Oliveira
Subject: Divisions for Canned Responses - Coming Soon!

I understand it's a process and everything in its time, but EVERYTHING should be divided by division
Canned response, site, trunks, groups, OAuth, policy... etc.

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Kaio Oliveira
Sr Systems Analyst
GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM
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Hi Mateus,

There is a separate idea for division awareness in Knowledge. You can follow the idea here for updates: https://genesyscloud.aha.io/ideas/ideas/SSAKM-I-236.

Thanks,
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Marudhu Pandian
Genesys - Employees
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Original Message:
Sent: 02-09-2026 07:56
From: Mateus Nunes
Subject: Divisions for Canned Responses - Coming Soon!

Great update, this will definitely help with governance and scalability 👍

It would also be very valuable to see a similar division-based approach for Knowledge Bases.
Being able to associate knowledge content with divisions would improve access control, content ownership, and alignment with operational structures-especially in larger orgs.

Hope this is something on the roadmap as well.

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Mateus Nunes
Tech Leader Of CX at Solve4ME
Brazil
------------------------------


Original Message:
Sent: 02-09-2026 06:44
From: Kaio Oliveira
Subject: Divisions for Canned Responses - Coming Soon!

I understand it's a process and everything in its time, but EVERYTHING should be divided by division
Canned response, site, trunks, groups, OAuth, policy... etc.

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Kaio Oliveira
Sr Systems Analyst
GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

Yeah, I also don't understand why some features were released without this.

The whole platform should be division based.

But it's good to know that this is now coming for Canned Responses, good improvement!

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Marcello Jabur
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Original Message:
Sent: 02-09-2026 06:44
From: Kaio Oliveira
Subject: Divisions for Canned Responses - Coming Soon!

I understand it's a process and everything in its time, but EVERYTHING should be divided by division
Canned response, site, trunks, groups, OAuth, policy... etc.

------------------------------
Kaio Oliveira
Sr Systems Analyst
GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM
------------------------------

Hi Marcello,

Divisions are being introduced incrementally as different capabilities evolved at different times, which is why coverage hasn't been uniform everywhere from day one. The good news is that divisions continue to be expanded across the platform, and Canned Responses is one of the next areas benefiting from that work. You will see this pattern continue as more features are aligned with the same division-based governance model over time.

Appreciate the feedback and glad to hear this enhancement is a step in the right direction.

Thanks!

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Marudhu Pandian
Genesys - Employees
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Original Message:
Sent: 02-09-2026 13:04
From: Marcello Jabur
Subject: Divisions for Canned Responses - Coming Soon!

Yeah, I also don't understand why some features were released without this.

The whole platform should be division based.

But it's good to know that this is now coming for Canned Responses, good improvement!

------------------------------
Marcello Jabur
------------------------------


Original Message:
Sent: 02-09-2026 06:44
From: Kaio Oliveira
Subject: Divisions for Canned Responses - Coming Soon!

I understand it's a process and everything in its time, but EVERYTHING should be divided by division
Canned response, site, trunks, groups, OAuth, policy... etc.

------------------------------
Kaio Oliveira
Sr Systems Analyst
GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

https://community.genesys.com/discussion/divisions-for-canned-responses-coming-soon

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Danilo Reis
NA
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Original Message:
Sent: 02-09-2026 06:44
From: Kaio Oliveira
Subject: Divisions for Canned Responses - Coming Soon!

I understand it's a process and everything in its time, but EVERYTHING should be divided by division
Canned response, site, trunks, groups, OAuth, policy... etc.

------------------------------
Kaio Oliveira
Sr Systems Analyst
GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM
------------------------------

I've tried that too, but without success.

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Danilo Reis
NA
------------------------------

Original Message:
Sent: 02-09-2026 06:44
From: Kaio Oliveira
Subject: Divisions for Canned Responses - Coming Soon!

I understand it's a process and everything in its time, but EVERYTHING should be divided by division
Canned response, site, trunks, groups, OAuth, policy... etc.

------------------------------
Kaio Oliveira
Sr Systems Analyst
GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM
------------------------------

Hi Marudhu,

I hope we are keeping the "All Division" logic added to Wrap Up Codes to enable controlled migration.

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Richard Chandler
Connect
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Hi Richard,

Yes, the libraries will be in an unassigned state and they can continue to be accessed as they are today, until admins go in an assign a specific division. Hope that helps!

Thanks!

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Marudhu Pandian
Product Manager
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Original Message:
Sent: 02-10-2026 03:02
From: Richard Chandler
Subject: Divisions for Canned Responses - Coming Soon!

Hi Marudhu,

I hope we are keeping the "All Division" logic added to Wrap Up Codes to enable controlled migration.

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Richard Chandler
Connect
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Do you know if this feature is already available?

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Gabriel Pestana De Oliveira
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Hi Gabriel,

This should be available by the end of this month or early April. I will update the post once we can confirm the exact date.

Thanks,
Marudhu

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Marudhu Pandian
Product Manager
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Original Message:
Sent: 03-31-2026 15:59
From: Gabriel Pestana De Oliveira
Subject: Divisions for Canned Responses - Coming Soon!

Do you know if this feature is already available?

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Gabriel Pestana De Oliveira
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Hi @Marudhu Pandian

Do we have any date for the rollout?

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Viraj Dhurat
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Hi,

Do we know if it will be supported through CXasCode as well?

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Jyoti Sharma
Senior Design Consultant
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HI Marudhu,

This is a good feature. 

Tks 

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David Betoni
Principal PS Consultant – Workforce Engagement Management
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Hi Marudhu, 

This is a great enhancement. Having divisions support at the Canned Responses Library level will make it much easier to manage content in larger environments.

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Phaneendra
Technical Solutions Consultant
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Hi, Maradhu!

This feature will help me a lot! We have a customer with 146 responses, and it's really complicated to manage.

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Arthur Pereira Reinoldes
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