Insert an existing substitution

AI-generated summary

Genesys Cloud provides the ability to insert existing canned responses into new canned responses. From the Admin section, users can go to Canned Responses under Contact Center. There they can add or edit a canned response and insert existing substitutions by clicking "More" next to the desired substitution and selecting "Insert". This allows reuse of common content in multiple canned responses.

Click Admin.
Under Contact Center, click Canned Responses.
Click Menu > Digital and Telephony > Interaction Assets > Canned Responses.
Add or Edit a canned response.
In the list, next to the substitution you want, click More.
Click Insert.

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Insert an existing substitution