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  • 1.  Pre-fill "To:" and "CC:" fields for outbound email based on canned response template?

    Posted 02-17-2025 23:26
    No replies, thread closed.

    Hi all, seeking some guidance here. 

    Our contact centre uses a bunch of Outlook email templates for sending follow up requests to other internal business departments. 

    These email templates have pre-defined TO: and CC: fields which sometimes have many recipients. 

    We are exploring migrating these outlook templates to be Genesys canned responses, so agents can send the templates via Genesys. This way we can accurately account for the time our agents are spending on drafting these emails - but we strictly need to be able to 'pre-fill' the TO and CC fields in Genesys based on the type of template/canned-response email they are drafting. 

    The alternative is to have the agents 'copy/pasting' all the correct recipients for each template, which would be very error prone and time consuming.  


    #DigitalChannels
    #Implementation
    #Outbound

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    Lewis Gentle
    ..
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  • 2.  RE: Pre-fill "To:" and "CC:" fields for outbound email based on canned response template?

    Posted 02-18-2025 14:49
    No replies, thread closed.

    Hey Lewis,

    You may want to look at this Resource Center article on email canned responses. You may also see about making a script or using Architect handle the canned response.



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    Jason Kleitz
    Online Community Manager/Moderator
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  • 3.  RE: Pre-fill "To:" and "CC:" fields for outbound email based on canned response template?
    Best Answer

    Posted 02-18-2025 23:36
    No replies, thread closed.

    Canned Responses are not dedicated to Email aside from outbound email campaigns.  There is no way to insert a cc or bcc address using canned responses.  All that is controlled in the Email settings for each address.  Not sure there is an easy way to accomplish this.  I would suggest you setup some distribution boxes they can use for the various address blocks.  



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    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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