Genesys Cloud CX

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

    Posted 10 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

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

    GENESYS
    Posted 5 days ago
    Hello Elaine,

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



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

    Posted 5 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 4 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.....

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

    Posted 3 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 3 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!

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    Paul Simpson
    Eventus Solutions Group
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