Canned Replies
Save and reuse response templates when replying to guest requests.
Overview
Canned replies are pre-saved response templates your team can insert when replying to a guest request. Instead of typing the same response repeatedly, you save it once and insert it with a single click.
For example, you might create canned replies for common situations like confirming a transport booking, acknowledging a housekeeping request, or explaining your operating hours.
Where to find it
From your event's navigation, select Concierge, then choose the Canned Replies tab.
📸 Screenshot needed:
Creating a canned reply
- Select Add reply at the top right.
- Enter a Title — this is the name your team sees when selecting a canned reply. Guests do not see this title.
- Enter the Body — the actual text that will be inserted into the reply field.
- Select Create.
📸 Screenshot needed:
Editing a canned reply
- Find the reply in the list.
- Select the pencil icon on the right.
- Update the title, body, sort order, or active status.
- Select Save.
Canned reply fields
| Field | What it means |
|---|---|
| Title | The name your team uses to identify this reply. Not visible to guests. |
| Body | The text that is inserted into the reply field. |
| Sort order | A number that controls the order replies appear in the dropdown. Lower numbers appear first. |
| Active | When turned off, the reply is hidden from the dropdown but not deleted. |
Using a canned reply when responding
When you are viewing a request and writing a response:
- Open the Insert canned reply dropdown above the response text field.
- Select the canned reply you want to use.
- The body text is automatically inserted into the response field.
- Edit the text as needed before sending.
📸 Screenshot needed: [The response form showing the canned reply dropdown with a reply selected]
Deleting a canned reply
- Find the reply in the list.
- Select the trash icon on the right.
- Confirm the deletion.
Deleting a canned reply only removes it from the list — it has no effect on messages already sent.
Common problems
I cannot see the "Add reply" button
This button is only visible if you have the Respond permission. Contact your administrator if you believe you should have access.
A canned reply does not appear in the dropdown
Check that the reply is marked as Active. Inactive replies are hidden from the dropdown.