Genesys Cloud - Main

We need to list specific list of Canned Response based on email body analysis. As of today, we see that all available Canned Response Libraries are listed when an email is answered by an agent.

Is there a way to limit the list of visible canned responses library dynamically from architect flow for each email instead of showing all configured Libraries.

#DigitalChannels

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Adarsha Chowrasia
Visa Technology & Operations LLC
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Have not heard of this feature that it is available. But if it is I would be interested too.

But I found that the following idea https://genesyscloud.ideas.aha.io/ideas/DIG-I-413 is now in development, scheduled Q4 this year. 
Also https://genesyscloud.ideas.aha.io/ideas/DIG-I-191 has status 'accepted'. 

This will help a lot in showing limited canned responses to agents.

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Rolph Lieverse
CED Nederland B.V.
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Hi Adarsha - As Rolph pointed out, we are working on a feature that will allow you to assign canned response libraries to a queue. When you do that, agents will only see the canned response libraries assigned to their queue. We are currently targeting a Q4 release. 

Thanks!

Jody

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Jody Nabuurs
Genesys - Employees
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Thank you Jody.

From this I understand that we can configure Library set at Queue level. 

However, with reference to what we have in Premise as of today, we have options to set "Suggested Response" dynamically for each Interactions. At the same time Agents can see "All Responses" by toggling a drop down in IWS Response section if they don't want to use "Suggested Response" and select something from the complete List of Responses.

Is this something that can be considered and allowed to set Suggested Library ID for each conversation (Architect/API) based on email body content and also have a provision for agents to see All Library responses if they need.

Regards

Adarsha

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Adarsha Chowrasia
Visa Technology & Operations LLC
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Original Message:
Sent: 08-08-2023 08:59
From: Jody Nabuurs
Subject: Show limited list of Canned Response for email interaction

Hi Adarsha - As Rolph pointed out, we are working on a feature that will allow you to assign canned response libraries to a queue. When you do that, agents will only see the canned response libraries assigned to their queue. We are currently targeting a Q4 release. 

Thanks!

Jody

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Jody Nabuurs
Genesys - Employees
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