Overview

Snippets are a time-saving tool designed to streamline communication by providing reusable pre-crafted text templates. This article guides you through understanding, locating, and using the Snippets feature effectively. It also explains how organizing these templates can enhance efficiency and maintain brand consistency in your messaging. 


Covered in this article:

1. What are Snippets?

2. Why You Should Use Snippets

3. Where You Can Find Snippets

4. How to Set Up Snippets

5. Frequently Asked Questions

What are Snippets?

Snippets are reusable templates for text or email messages, created to help teams maintain consistent communication. By using Snippets, you can save time crafting repetitive messages, ensuring accuracy and an on-brand tone in every interaction. These templates can be quickly inserted into conversations, making customer communication faster and more efficient. Snippets also support customization with placeholders like names or trigger links, making them versatile for different contexts.


Why You Should Use Snippets

Communication inefficiencies can lead to delays, inconsistent messaging, and missed opportunities to engage with customers effectively. Snippets solve these problems by:

  • Reducing time spent typing repetitive messages.
  • Ensuring a consistent tone and language across teams.
  • Increasing productivity by offering pre-organized, ready-to-use templates.
  • Avoiding errors with reusable, pre-approved text that aligns with your brand voice.


Whether it's responding to FAQs, following up on missed appointments, or managing recurring queries, Snippets eliminate manual efforts and maintain professionalism.

Where You Can Find Snippets

Snippets are located within your software interface and can be accessed as follows:

  • Navigate to Conversations on the left-hand menu. Select Snippets at the top of the screen.



  • Alternatively, you can access them via Marketing > Snippets.



How to Set Up Snippets

1. Create a New Snippet

  • Go to Conversations > Snippets or Marketing > Snippets. Click on Add Snippet and choose between Text or Email.


  • Name the snippet appropriately, such as “Follow-Up Missed Appointment” or “FAQ: Hours of Operation.”


  • Compose the message body, using Custom Values or placeholders for personalization.


  • Preview your snippet on the right to ensure accuracy.


  • Test the snippet by sending a sample to yourself (via SMS or email) if needed.


  • Once finalized, click Save.



2. Organize Snippets into Folders

  • Click Add Folder to create a folder (e.g., “Appointments”).


  • Assign snippets to folders by selecting a snippet, clicking the three-dot menu, and choosing Move to Folder.


  • You can also bulk move multiple snippets into a folder for better organization.



3. Use Search and Filters

  • Quickly find snippets by typing a keyword or using filters (Text or Email) to narrow down the results.


  • Manage snippets efficiently by editing, duplicating, or deleting them directly from the menu options.


4. Use Snippets in Conversations

  • Open a conversation thread and click on the Snippets icon at the bottom.


  • Navigate through folders or use the search bar to find your desired snippet.

  • Click the snippet, and it will populate in the text box, ready to send or edit further.