Anshul_Batheja | 2021-08-19 13:23:12 UTC | #1
is there an API(conversation or chat or analytics) which can identify if a message from Agent is canned response or an edited canned response or free text.
Jerome.Saint-Marc | 2021-08-19 13:37:01 UTC | #2
Hello,
No, there is no such thing.
A Canned Response content (added by a Contact Center Agent) is just text. The Genesys Desktop gets the content of the canned response (when it is selected by the agent) and copy the content in the chat session. There is no tag identifying/keeping track of where the text is coming from.
Regards,
Anshul_Batheja | 2021-08-19 13:36:57 UTC | #3
Thanks. This helps.
system | 2021-09-19 13:37:12 UTC | #4
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