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  • 1.  Canned Response Edit Permission

    Posted 06-10-2020 09:20
    No replies, thread closed.
    Hello there,

    I have created a custom role in our Org for our email agents and want to be sure they are able to edit/delete/create canned messages but do not want them to have full admin capabilities. When I originally set this up (probably a year ago) they were able to do this. Now they are not able to save their changes. Does anyone know what permissions I can enable to allow for this? 
    I did enable all response permissions today (some weren't enabled)  so maybe that will fix it but just wanted to ask if anyone knew a specific permission I might be missing.

    Thanks,
    #SystemAdministration
    #Unsure/Other

    ------------------------------
    Julie Green
    Sentinel Benefits & Financial Group
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  • 2.  RE: Canned Response Edit Permission

    Posted 06-13-2020 16:22
    No replies, thread closed.
    Make sure when you want to change permissions on a role that you copy the original role and assign the special permissions to that new role.  Default roles can get overridden on updates and can cause loss of functionality.  Best is to use your own roles for assignment to users.

    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


  • 3.  RE: Canned Response Edit Permission

    Posted 06-13-2020 16:40
    No replies, thread closed.
    Slight addition to what Robert said...Default roles are not automatically overridden with a system update. That is why there is a Reset to Defaults button on those roles - to allow you to see what has changed, update, then put your customizations back.

    ------------------------------
    George Ganahl GCP (Genesys Cloud), ICCE
    Principal Technology Consultant
    GenesysGeorge Ganahl GCP (Genesys Cloud), ICCE
    Principal Technology Consultant
    Genesys
    ------------------------------

    Original Message


  • 4.  RE: Canned Response Edit Permission

    Posted 06-13-2020 17:29
    No replies, thread closed.
    In our experience with customers, when new permissions are added to a section, the other parts of the section are reset on the default roles, but not the custom roles.  This is usually the case when new functionality is added to a particular permission.

    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


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