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Canned responses not working

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  • 1.  Canned responses not working

    Posted 04-01-2020 11:03
    No replies, thread closed.

    Hi there i'm having issues with canned responses not working, i can see them, i can edit them but when any agent try to uses them they don't appear on the field to send to the customer.

    the only way i can use them is that i need to open the canned respose and copy paste it and then send it.

    is this an issue atm?


    #DigitalChannels
    #PlatformAdministration
    #Unsure/Other

    ------------------------------
    Mariano Martinez
    Interaxa S.A.
    ------------------------------


  • 2.  RE: Canned responses not working

    Posted 04-01-2020 11:28
    No replies, thread closed.
    Hi Mariano,

    What interaction type are you trying to use them with?
    How are they trying to use them? Are they clicking the insert arrow?


    Thanks,

    ------------------------------
    Daniel McLeod
    Qsect LLC
    ------------------------------

    Original Message


  • 3.  RE: Canned responses not working

    Posted 04-01-2020 11:48
    No replies, thread closed.
    How are they trying to use them? Are they clicking the insert arrow? 

    Yes we are clicking the insert arrow but the text don't appear on the field to send to the customer

    ------------------------------
    Federico Martin Collia
    Interaxa S.A.
    ------------------------------

    Original Message


  • 4.  RE: Canned responses not working

    Posted 04-01-2020 12:15
    No replies, thread closed.
    I just experienced the same thing.  I would say report it.

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

    Original Message


  • 5.  RE: Canned responses not working

    Posted 04-01-2020 12:20
    No replies, thread closed.
    I have had agents report similar issues.  They can open the canned response library, but the arrow that would move the response into the chat or text field is not functioning consistently.  We can, however, copy and paste the canned responses until this is resolved.



    Amanda Keeton
    Contact Center Manager
    Baker College Contact Center
    P: 810-510-4915






    Original Message


  • 6.  RE: Canned responses not working

    Posted 04-01-2020 12:49
    No replies, thread closed.
    Hopefully you all have opened cases with Care so that it can be tracked down and fixed.

    I can see the arrow to click, but just get an error in the Console log when I click it saying one of the required parameters is null.

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

    Original Message


  • 7.  RE: Canned responses not working

    Posted 04-01-2020 12:58
    No replies, thread closed.

    while i was doing the original post here my co worker was opening a ticket with customer care. 

    would it help if i post the ticket nr?



    ------------------------------
    Mariano Martinez
    Interaxa S.A.
    ------------------------------

    Original Message


  • 8.  RE: Canned responses not working

    Posted 04-01-2020 12:59
    No replies, thread closed.
    No need to post the number. The more people who open cases the better idea dev will have of how widespread it is and the effect it is having.

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

    Original Message


  • 9.  RE: Canned responses not working

    Posted 04-01-2020 13:00
    No replies, thread closed.
    Ours is  Case #0002722873  if that helps.


    Amanda Keeton
    Contact Center Manager
    Baker College Contact Center
    P: 810-510-4915





    Original Message


  • 10.  RE: Canned responses not working

    Posted 04-02-2020 07:18
    No replies, thread closed.
    We have same issue. No ticket, I'm relying on Genesys to have catched this already at this point.


    ------------------------------
    Joel Hellman
    Hi3G
    ------------------------------

    Original Message


  • 11.  RE: Canned responses not working

    Posted 04-02-2020 09:25
    No replies, thread closed.
    Hi!  Thanks for starting this post.  We are also having issues with canned responses.  Good to know it is not just us :)
    I will go submit a ticket for it as well. 

    Thanks,
    Lindsay

    ------------------------------
    Lindsay Hull
    Rose-Hulman Institute of Technology's AskRose Homework Help
    ------------------------------

    Original Message


  • 12.  RE: Canned responses not working

    Posted 04-02-2020 11:21
    No replies, thread closed.
    This issue was inadvertently caused by the new email font feature. Thanks for alerting us. We have turned off the new email font feature and if your agents refresh they should be back in business.

    If anyone is interested in the latest on the email font feature, I'm making updates here: https://genesys.ideas.aha.io/ideas/CLINB-I-630

    ------------------------------
    Lucie DeCristofaro
    Genesys - Employees
    ------------------------------

    Original Message


  • 13.  RE: Canned responses not working

    Posted 04-03-2020 00:21
    No replies, thread closed.
    Hi Lucie,

    The default font change was a problem for some customers.

    Their brand is set to use Calibre 11, after the change it was defaulting to Helvetica 12 pt.

    ------------------------------
    Paulo Mesquita
    Spark NZ Trading
    ------------------------------

    Original Message


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