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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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
------------------------------

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.

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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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.

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

Original Message:
Sent: 02-09-2026 03:09
From: Marudhu Pandian
Subject: Divisions for Canned Responses - Coming Soon!

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

------------------------------
Marudhu Pandian
Genesys - Employees
------------------------------

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.

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

------------------------------
Marudhu Pandian
Genesys - Employees
------------------------------

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

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

Original Message:
Sent: 02-09-2026 03:09
From: Marudhu Pandian
Subject: Divisions for Canned Responses - Coming Soon!

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

------------------------------
Marudhu Pandian
Genesys - Employees
------------------------------

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

------------------------------
Marudhu Pandian
Genesys - Employees
------------------------------