Canned Responses and Templates
Canned responses are pre-written message templates that staff can insert into emails and messages with a click, keeping communications consistent and saving time on routine correspondence.
Creating a canned response
- Navigate to Settings > Communications > Canned Responses
- Click New Response
- Enter:
- Name — a short label you will search by (for example, "Appointment Confirmation" or "Cancellation Policy")
- Category — groups responses for easier browsing (Scheduling, Billing, General)
- Subject line — used when inserting the response into an email
- Body — the message content, with optional dynamic variables (see below)
- Click Save
Dynamic variables
Add a variable in double curly braces. When you insert the response into a client conversation in Messages, Praxi fills it in from the client record.
| Variable | Inserts |
|---|---|
{{client_first_name}} | Client's first name |
{{client_last_name}} | Client's last name |
{{client_full_name}} | Client's full name |
Messages will not send while any {{...}} variable is still unfilled, so
replace any other placeholder by hand before sending.
Inserting a canned response
When replying in Messages:
- Select Insert (the document icon) in the message box
- Choose Saved text
- Select Insert at cursor to add the response where you are typing, or Replace draft to replace what you have written
- Edit the message as needed before sending
Saved text works for SMS and email replies.
Organisation vs personal responses
| Type | Created by | Visible to |
|---|---|---|
| Organisation | Administrators | All team members |
| Personal | Any staff member | That staff member only |
Organisation responses ensure every client receives the same quality of communication regardless of which staff member is responding.
Tips
- Build a library of 10–15 core responses covering your most common communications (appointment confirmations, payment reminders, cancellation policy notices)
- Review and update canned responses quarterly to keep wording current
- Use clear names — staff search by name when composing, so a descriptive name speeds up insertion