Genesys Cloud CX

 View Only
Discussion Thread View
  • 1.  The default panel for specific interactions (email showing canned responses) is not working for me.

    Posted 16 days ago
    I have set the default panel to 'canned responses' for email interactions.  My CCRs get the interaction pane and the search pane. The canned responses pane still has to be selected.
    #ArchitectureandDesign
    #Outbound

    ------------------------------
    Elaine May
    Sigvaris SAS
    ------------------------------


  • 2.  RE: The default panel for specific interactions (email showing canned responses) is not working for me.

    GENESYS
    Posted 11 days ago
    Hello Elaine,

    Can you check if the user profile of your CCR's have the set of permissions specified here?



    ------------------------------
    Nico Feliciano
    Genesys - Employees
    ------------------------------



  • 3.  RE: The default panel for specific interactions (email showing canned responses) is not working for me.

    Posted 11 days ago

    We did not have the permissions set, but now that we do still doesn't work.

     

     

     

     

     

    Tips:

     

    The Sigvaris Dealer portal is opened 24 x 7.  Orders go directly to our warehouse with a reduction in the minimum free shipping order size ($300 vs $500). Log on to www.sigvaris-online.com.

    The chat window is available to help expedite your account setup (Mon-Fri 8am-7pm EST).

     

     

     

     


    Elaine May 
    Director of Business Operations
     

    SIGVARIS INC.
     
    1119 Highway 74 South | Peachtree City | GA 30269 | United States
    Tel: +18003227744
    Direct Tel: +17709885492 | Mobile: +17705707602 
     





  • 4.  RE: The default panel for specific interactions (email showing canned responses) is not working for me.

    Posted 10 days ago
    General tip, when making changes to things like permissions, logging out / back in (not simply closing the browser) sometimes helps. If that doesn't fix it, try clearing the browser cache.....

    ------------------------------
    Paul Simpson
    Eventus Solutions Group
    ------------------------------



  • 5.  RE: The default panel for specific interactions (email showing canned responses) is not working for me.

    Posted 9 days ago

    Hi Paul,

     

    It still did not work. Here is a screen shot. It shows the search pane not the canned response pane.

    Is there a chance we could meet in Teams and you can look at the setup?

     

     

     

     


    Elaine May 
    Director of Business Operations
     

    SIGVARIS INC.
     
    1119 Highway 74 South | Peachtree City | GA 30269 | United States
    Tel: +18003227744
    Direct Tel: +17709885492 | Mobile: +17705707602 
     





  • 6.  RE: The default panel for specific interactions (email showing canned responses) is not working for me.

    Posted 9 days ago
    Hi Elaine,

    I do  not work for Genesys and, like most people here, try to help out on a "your scratch my back" kind of mutual basis ;-) As such, it wouldn't be appropriate for me to meet with you via Teams (and, honestly, I doubt I could be much help anyway! My suggestion was fairly generic and solves many problems like yours, but if it didn't work....)

    I would recommend opening a ticket with Genesys Customer Care and I'm sure they would be happy to meet with you to help troubleshoot the issue.

    Good luck and, if you get this sorted via a different channel, please post back here and let us all know!

    ------------------------------
    Paul Simpson
    Eventus Solutions Group
    ------------------------------