The Canned Responses team is excited to share that file attachments support is coming to Canned Responses in Genesys Cloud!
This enhancement will give administrators the ability to add supported file attachments, including documents, PDFs, images, and videos, when creating or editing canned responses. When agents use those canned responses during digital interactions, Genesys Cloud will automatically include the associated attachments.
Today, agents must manually locate and attach files each time they use a canned response. With this enhancement, agents can send the response and its attachments together.
This enhancement will help organizations reduce manual effort and improve consistency when sending frequently requested documents and other files to customers. By attaching approved files directly to canned responses, agents can respond more quickly, avoid attaching incorrect or outdated files, and provide a more consistent customer experience.
We know many of you have been waiting for this capability. 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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