Genesys Cloud – Canned responses support file attachments

In a future release, Genesys Cloud will allow administrators to attach files to canned responses, enabling agents to send pre-approved messages and attachments together during digital interactions.

What’s changing

Administrators will be able to add supported file attachments, including documents, PDFs, images, and videos, when creating or editing canned responses. When agents use those canned responses during digital interactions, Genesys Cloud will automatically include the associated attachments.

Today, agents must manually locate and attach files each time they use a canned response. With this enhancement, agents can send the response and its attachments together without additional steps.

Why this matters

This enhancement helps organizations reduce manual effort and improve consistency when sending frequently requested documents and other files to customers. By attaching approved files directly to canned responses, agents can respond more quickly, avoid attaching incorrect or outdated files, and provide a more consistent customer experience.