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Create Quick Responses

Quick responses (also called canned responses) are pre-written messages you can insert when replying to maintenance requests. They save time for common replies like acknowledging receipt, requesting more information, or confirming completion.

What you'll need
  • A Propty account with Property Manager or Property Admin access

Managing quick responses​

1. Go to Request Settings​

From the Requests page, click Settings. Scroll down to the Quick Responses section.

Quick responses manager

2. View existing responses​

The quick responses table shows all available responses for your property:

ColumnDescription
TitleThe name of the response (visible only to staff)
ContentA preview of the response text
ActionsEdit or delete buttons

Responses marked with a Global badge are organization-wide defaults that cannot be edited from this page.

3. Add a new response​

Click the Add Response button. A dialog will appear with two fields:

  1. Title — a short name for the response (e.g., "Acknowledge receipt" or "Request photos")
  2. Content — the full message text that will be inserted into the reply

Add quick response dialog

Click Save to create the response.

4. Edit a response​

Click the pencil icon next to any property-level response to edit its title or content. Global responses are read-only.

5. Delete a response​

Click the trash icon next to a response. A confirmation dialog will appear. Click Delete to permanently remove the response.

Using quick responses in a request​

1. Open a request​

Navigate to any open request detail page.

2. Click the quick response picker​

In the reply section, click the quick response button (next to the message input). A dropdown will show all available responses.

Quick response picker in request

3. Select a response​

Click on a response to insert its content into the message field. You can edit the text before sending.

4. Send the message​

Review the inserted text, make any edits, and click Send.

Tips for effective quick responses​

  • Personalize — quick responses are inserted as a starting point. Add the resident's name or specific details before sending.
  • Keep them general — write responses that work across many situations.
  • Use categories — name responses with a clear prefix like "Acknowledge:", "Schedule:", "Complete:" for easy scanning.
  • Examples of useful responses:
    • "We've received your request and will review it within 24 hours."
    • "Could you please provide a photo of the issue? This will help us assess the situation."
    • "A technician has been scheduled for [date]. Please confirm you will be available."
    • "This issue has been resolved. Please let us know if you experience any further problems."

Troubleshooting​

I can't edit a response marked "Global"​

  • Global responses are managed at the organization level. Contact your organization administrator to request changes.

My response isn't showing in the picker​

  • Make sure you saved the response successfully. Refresh the page and check the Quick Responses section in Settings.

Can I use personalization tokens in quick responses?​

  • Quick responses support token replacement for {{firstName}}, {{lastName}}, and {{unitNumber}}. These are replaced with the resident's actual information when the response is inserted.