Canned Responses & Resolution Templates

Canned Responses

Canned responses are pre-written reply templates for common support scenarios. They save time and ensure consistent, high-quality responses.

Using a Canned Response

1. Open a support ticket
2. Click Canned Response in the reply toolbar
3. Search or browse available templates
4. Click to insert — the template text populates the reply field
5. Personalise before sending — Replace placeholders with specific details (gym name, feature name, etc.)

Managing Canned Responses

Canned responses are managed in the Knowledge Base administration area. To create or edit:

1. Navigate to Content → Knowledge Base
2. Switch to the Canned Responses tab
3. Click + Add Response to create new, or click an existing one to edit
4. Fill in: title (for internal search), body (the reply text), and category

Best Practices

• Write canned responses in a friendly, professional tone
• Include placeholders like [GYM_NAME] or [FEATURE] that staff should replace
• Link to relevant KB articles within the response body
• Review and update canned responses quarterly to ensure accuracy