FAQs
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      2. FAQs

      Why don't I hear back from clients?

      You respond to enquiries but you aren't hearing back from clients.

      Struggling to get responses or bookings? Here are the first things to check to boost your enquiry response rate and increase conversions.

      1. Are You Responding in a Timely Manner?

       

      Speed matters! The average response time per booking is 5 hours, and 80% of conversions happen when venues respond within 8 hours.

      📌 Quick Tips:

      ✅ Reply fast—the sooner you respond, the better your chances.

      ✅ Pick up the phone—calling is more effective than waiting for an email reply.

      ✅ Keep your initial response simple—no need to overload with pricing, terms, and conditions upfront.
      ✅ Send a quick acknowledgment email followed by a phone call for best results.

       

      💡 Pro Tip: If there’s a particularly strong enquiry you haven’t heard back from, ask us to give them a nudge on your behalf! 👀

      2. Are You Forwarding Email Enquiries to Other Team Members?

       

      For every email enquiry, Canvas generates a unique email address.

      📌 Important:
      If you forward an enquiry email before replying, the unique tokenised email address won’t be included—meaning your response won’t reach the client.

       

      How to Ensure Your Replies Reach the Client:

      ✅ Always hit "Reply" on the initial enquiry email—this ensures your response is sent correctly.
      ✅ If using another inbox, copy the tokenised email address from the reply field and paste it into your new email.
      ✅ Keep the email chain intact—this allows you (and us!) to track responses and conversions accurately.

      💡 Venues that stay on the platform and keep enquiries within the original email chain tend to see higher booking rates!

       

      📌 Alternative Forwarding Method:


      If you need to forward an enquiry to a different inbox, drag and drop the email into another inbox rather than forwarding it—many venues report this method works well.

      Still having trouble? We can add a "Reply" button to your enquiry emails—clicking this will open a new email with the correct tokenised email address pre-filled.

      3. If All Else Fails… Log in to the Dashboard!

       

      One of the reasons we spent months building the new Canvas Dashboard is because emails can sometimes get caught in spam filters, firewalls, or blocked—especially for users in large corporate environments (e.g., Accenture, PwC, Deloitte, etc.).

       

      📌 If you don’t hear back, try this:
      ✅ Log into your Canvas Dashboard and respond using the in-app messaging tool.
      ✅ Your message will be sent directly to the client, along with a browser notification.
      ✅ The client can log in and respond seamlessly!

      Final Thoughts

      ✔ Reply within 8 hours for better conversions.
      ✔ Always hit "Reply" on email enquiries to keep the thread intact.
      ✔ If emails aren’t working, use the dashboard messaging tool.
      ✔ Need help? Reach out, and we’ll assist! 🚀

       

       

       

       

      A tale as old as time! Here are the first things to check:

       

      1. Are you/your team responding in a timely manner? The average response time per booking is 5 hours and 80% of conversions are responded to within 8 hours.

      2. Pick up the phone! You've got a much better chance of connecting with a client over the phone, then you have waiting for them to respond to an email

      3. Keep your initial response simple and to the point. Don't overcomplicate your message with loads of prices, terms and conditions etc etc. An email acknowledgement, followed by a phone call will work best. 

      4. If the email enquiries are being forwarded on to larger teams, it means the customer may be responding to 'that' email directly  

      5. If there's a particularly good looking enquiry/customer that you haven't heard back from, you can always ask us to give them a nudge on your behalf 👀

       

      Are you forwarding your email enquiries to other team members?

       

      for every email enquiry you reciee there is a unique emqil address that is created.

      This is only visible when you hit reply to the intial email enquiry. If you forward this email on before gettign the unique tonekenised email , and hten reposnd ina differnt inbioc, your email wont be sent to the cleint.

      Alkwasy hit reply to the intial enquiry to respond or

      Hit reply gran the toneies email and reposnd in a different inbox.

      SAlway stay in the chain - this helps us ot trakc oand cor you to see the vlaure being genertaed via canvas. Venue that stay on platyfom and in chain report miuch hgiht bookers due tio centelaided visibiltiy.

      One other way to forward the eintila enquiry is to move the email form on inbox to another - drag and drop - veneus have rpeorte dthat this also works.

      finally if you are still struffling cget in touch as we can add a reply button to your emquiry - when you hit this iot open up an ne wemail with the tonekeised email.

       

      if all esle fails login to the new dashboard.

       

      One of the reaosns we psent months buldoing the brand new dhasbso is baeucas emails soemtiems can get caught up in pamce and firewalls es;eiclaly users aho wokr at large corproated i.e accenture

      If you dont hear back login to your dahsbaod and you can respond using our inapp messgaign tool. A message gets sent to the client, along with a browser notfication. They can login and respond