Genesys Cloud - Main

Hi All, We have web chat from our website integrated with PureCloud as an ACD interaction. Agents answer the chat within PureCloud. I have created canned responses but cannot figure out how the agent uses these canned responses when they are in a chat interaction. I've tried finding an article but cannot locate anything. Can anyone help?

The article for agents working with canned responses is at https://help.mypurecloud.com/articles/use-canned-responses-during-acd-interactions/

Hi George, Thanks for the article, it mentions using a quotation marks symbol from the chat interaction to access canned responses. My agents don't have a " quotation mark in the chat interaction or are we missing it? See screen shot.

Looks like they are missing the Canned Responses feature. My first troubleshooting step when people don't have things it seems like they should have is to check their permissions and/or licenses. In this case, the agents need the Responses > Library > View permission and the Responses > Response > View permission. I believe you need a PureCloud 2 or 3 license for canned responses as well.

https://help.mypurecloud.com/articles/check-a-users-permissions/

And by "missing" I mean it looks like they don't have it. It should show up in the chat tool bar, like it does in this image:

I checked the features list, and it does require a PureCloud 2 or PureCloud 3 license for the user.

Thanks all, my team have engage 2 as a permission, is this sufficient?

I've figured it out - thank you Caitlan, your advice helped, I've enabled the permission.

Awesome! Thanks for posting back with what worked :)