Canned Responses

Pre-written messages that advocates can quickly insert into conversations using slash commands or a dropdown menu.

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Overview

Canned responses let you create reusable message templates that advocates can insert with a single click or by typing a slash command (e.g., /welcome). Each response supports merge variables so the message is automatically personalized with the advocate’s, prospect’s, or community’s information.

Canned responses work in both chat and SMS. In the chat interface, advocates pick them from a dropdown or type a slash command. In SMS, when a prospect texts an advocate, the advocate can reply with a slash command (e.g., /welcome) and the system automatically resolves it into the full message before sending. Keep your content plain text — avoid HTML or rich formatting.

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Creating a Canned Response

1. Go to Settings > Canned Responses
2. Click Add Canned Response
3. Fill in the fields:
   • Name — A descriptive label (e.g., “Welcome Message”, “Coupon Code”)
   • Description — Optional note about when to use this response
   • Slash Command — The shortcut advocates type to insert it (e.g., welcome). Use lowercase letters, numbers, and underscores only.
   • Content — The message text, with optional merge variables
4. Click Create

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Using Canned Responses

Advocates can insert canned responses in two ways:

Slash Commands

Type / followed by the command name in the message box, then press Enter or Space. For example, typing /welcome inserts the Welcome Message response.

Dropdown Menu

Click the canned response button next to the message box to browse and select from all available responses.

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Merge Variables

Use double curly braces to insert dynamic content. These are replaced with real values when the advocate selects the response.

Variable	Description
{{ prospect_first_name }}	Prospect’s first name
{{ prospect_public_name }}	Prospect’s public display name
{{ advocate_first_name }}	Advocate’s first name
{{ advocate_profile_display_name }}	Advocate’s display name
{{ advocate_profile_display_location }}	Advocate’s location
{{ community_name }}	Community name
{{ community_brand_name }}	Community brand name

If your community has Custom Advocate Fields, each field is also available using its identifier:

{{ advocate_custom_field_<identifier> }}

For example, a field with the identifier coupon_code would use {{ advocate_custom_field_coupon_code }}.

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Best Practices

Keep it plain text

Canned responses are delivered in both chat and SMS. HTML tags will show up as raw text in messages, so stick to plain text content.

Avoid using formatted custom field variables (ending in _formatted). These may contain HTML from the field’s output template, which will appear as raw tags like <a href=...> in the conversation. Use the raw version of the variable instead.

Protect private information

Do not include private advocate or prospect data in canned responses. Since these messages go to prospects, avoid inserting sensitive details like email addresses, phone numbers, or other private information through merge variables.

Write for SMS

Keep messages concise. The SMS segment estimate below the content field shows how many SMS segments your message will use. Shorter messages cost less and are easier to read.

Use descriptive names and commands

Choose names and slash commands that clearly describe the response’s purpose. This helps advocates find the right response quickly.

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Editing and Deleting

1. Go to Settings > Canned Responses
2. Click on the response you want to modify
3. Make your changes and click Update, or click Delete to remove it

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Ordering

Use the up and down arrows on the canned responses list to change the display order. This controls the order responses appear in the advocate’s dropdown menu.

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Limits

The number of canned responses available depends on your community’s plan. The current limit is shown on the Canned Responses settings page.