> For the complete documentation index, see [llms.txt](https://atlas.anywhere.now/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://atlas.anywhere.now/contact-center-configuration/reusable-assets-routing-objects/manage-canned-responses.md).

# Manage canned responses

Manage canned responses so supported digital conversations can reuse approved reply text, rich text formatting, and optional email assets.

Canned responses store reusable reply text that agents can insert during supported digital conversations. Keep the response library aligned with the skills, channels, and approval rules used by your contact center.

{% hint style="warning" %}
Updates to canned responses take effect immediately for the conversations and skills that expose them. Review wording carefully before you change a response that agents already use in production.
{% endhint %}

## Prerequisites

* A UCC SharePoint site already exists for the contact center. See [Create UCC Site](/set-up-dialogue-cloud-neo/prerequisites/configure-sharepoint-sites/create-ucc-site.md).
* You can open **Site Contents** and create, edit, and delete items in the relevant UCC SharePoint list.
* You know which skill or conversation flow should expose the response.
* If text channels will consume the response, the Dialogue Manager database is configured. See [Dialogue Manager](/set-up-dialogue-cloud-neo/prerequisites/azure-sql-databases/dialogue-manager.md).
* If the response will be used in email, you have the approved image URLs or files ready before you edit the item.

## Open the canned responses list

Canned responses are managed in the SharePoint-backed UCC site used by the contact center.

Open the current UCC SharePoint site, then use **Site Contents** or the equivalent deployment-specific list navigation to open the canned responses list.

{% hint style="info" %}
Use the current list entry exposed in **Site Contents** or the equivalent UCC-site navigation in your deployment rather than relying on a legacy direct URL pattern. Dialogue Manager is a runtime prerequisite for text channels that consume canned responses, not a prerequisite for opening the list itself.
{% endhint %}

## Canned response fields

| Field      | Use                                                    |
| ---------- | ------------------------------------------------------ |
| `Title`    | Administrative name of the canned response             |
| `Response` | Text inserted when the canned response is selected     |
| `Skill`    | Skill or skills where the response should be available |

{% hint style="success" %}
The `Response` field supports rich text formatting.
{% endhint %}

{% hint style="info" %}
If you embed an image from a public URL, validate the URL against your organization's content and security policy before you publish it to agents.
{% endhint %}

## Optional email-only scenarios

### Embed an image

Use embedded images only when the canned response is intended for email.

1. Create or edit an item.
2. Select the **Response** field.
3. In the ribbon, select **Insert**.
4. Open the **Picture** dropdown.
5. Select **From Address**.
6. Enter the public image URL.

### Attach a file

Use attachments only when the canned response is intended for email.

1. Create or edit an item.
2. In the ribbon, select **Edit**.
3. Select **Attach File**.
4. Select the file to upload.

## Manage canned response items

<details>

<summary>Create a canned response item</summary>

1. Open the canned responses list.
2. Select **Add new item**.
3. Enter the `Title`, `Response`, and `Skill` values.
4. Select **Save**.

</details>

<details>

<summary>Edit a canned response item</summary>

1. Open the canned responses list.
2. Select the existing item.
3. Select **Edit Properties**.
4. Update the response text, skill mapping, or email-specific content.
5. Select **Save**.

</details>

<details>

<summary>Remove a canned response item</summary>

1. Open the canned responses list.
2. Select the item.
3. Confirm no live skill or channel still needs the response, and copy the current response text for recovery before you remove it.
4. Select **Delete Item**.

</details>

## Verification

1. Confirm the response appears in the list with the intended title and skill mapping.
2. Open a test conversation for a skill that should expose the response.
3. Confirm the inserted text matches the approved wording and formatting.
4. If the response is email-only, confirm embedded images or attachments render as expected.

## Related topics

{% content-ref url="/spaces/8itFXJdndqu1dclywEFc/pages/fJStjm4z3XJycHzonnMR" %}
[Create a SharePoint UCC site](/set-up-dialogue-cloud-neo/prerequisites/configure-sharepoint-sites/create-ucc-site.md)
{% endcontent-ref %}

{% content-ref url="/spaces/8itFXJdndqu1dclywEFc/pages/qoIh4P23levu0niPnXLy" %}
[Dialogue Manager database requirements](/set-up-dialogue-cloud-neo/prerequisites/azure-sql-databases/dialogue-manager.md)
{% endcontent-ref %}


---

# Agent Instructions
This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com.

## Querying This Documentation
If you need additional information that is not directly available in this page, you can query the documentation by asking a question.

Perform an HTTP GET request on the following URL with the `ask` and `goal` query parameters:

```
GET https://atlas.anywhere.now/contact-center-configuration/reusable-assets-routing-objects/manage-canned-responses.md?ask=<question>&goal=<user_goal>
```

`ask` is the immediate question: it should be specific, self-contained, and written in natural language.
`goal` is what the user is ultimately trying to achieve, the reason they need the answer. Sharing it helps GitBook give you a better, more relevant answer. A goal is most helpful when it describes the outcome the user wants rather than restating the question. For example, with `ask=how do I create an API token`, a goal like `automate deployments from our CI pipeline` lets GitBook tailor the answer to that use case.

The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.