Responses let you save wording you use repeatedly and insert it into supported message and email editors. Personalize lets the same Response use the recipient's name without retyping it each time.

When to use Responses

  • Appointment and trip preparation – arrival windows, access instructions, payment terms, and other details clients need before service.

  • Rate and policy notices – consistent explanations of pricing, cancellations, vaccinations, keys, or other policies.

  • Holiday and weather updates – closures, high-volume reminders, and service changes.

  • Post-service follow-ups – thank-you messages, review requests, and check-ins.

Create or manage a Response

  1. Open Responses from the main navigation.

  2. Click New Response.

  3. Enter a short, recognizable Name and the reusable Message.

  4. Set Status to Active and save.

Set a Response to Hidden when you want to keep it without showing it in the editor menu. Responses are shared by Administrators and Managers and are listed alphabetically by Name.

Insert a Response

  1. Place the cursor where the saved wording should appear in a supported editor.

  2. Click Responses.

  3. Select the Response you want to use.

The saved content is inserted at the cursor, so it can be combined with text already in the editor. Use Save as New to turn the editor's current content into a new Response, or Manage to open the Responses library.

Personalize a message

  1. Place the cursor where the name should appear.

  2. Click Personalize.

  3. Select First Name or Full Name.

The editor inserts a placeholder, and the portal replaces it with the recipient's saved information when the message is sent. Pet Name is available when creating a Pet Birthday or Pet Birth Month Automation.


Use Preview when it is available. If the selected information is missing from the recipient's profile, the personalized field will be blank.

Related tools