Agents should be allowed to post public canned responses
I really need the feature wherein an agent can add canned responses visible to anyone. It's non-sensical that they're not allowed to do so.
2 people like this idea
@Juan David David Nunez Hurtado, This feature already exists. And is managed in the Admin tab --> Roles --> Admin: "Agent Can" --> "manage canned responses"
If you do not want every agent to add Canned responses. Make a seperate Role with only this feature turned on. and assign it as an "extra" role.
Hope this helps ;)
I hope @Yvo was able to help you with your query here. Adding to this, yes an agent can add a canned response and will be able to make that particular canned response available for every other agent as well.
In the above screenshot, the agents will be having a toggle to seletct to whom the canned response is made available for.
Hope this clarifies.