Search emails with canned response

1

Good morning,

I would like to know if there is a way to know which emails have been answered with a predefined response via api.

I can't find anything about it.

Greetings.

2

Hello,

The use of a canned response for an email is not tracked. There is no method to search for emails which have been using a specific canned response (or any).

When an agent replies to an email, and select one of the canned response, this information (id of the canned response which is used) is not saved in the conversation context/details.
The Genesys Desktop (the UI) just gets the content of the canned response and copies it into the reply body element in the UI.

Regards,

3

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