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.

TABLE OF CONTENTS

• What are Snippets?
• Why You Should Use Snippets
• Where You Can Find Snippets
• How to Set Up Snippets
• Organize Snippets into Folders
• Frequently Asked Question

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 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 through two different ways as follows:

Access Conversations

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

Access Marketing

Alternatively, you can access them via Marketing > Snippets.

How to Set Up Snippets

Create a New Snippet

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

Naming Snippet

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

Compose Message

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

Preview

Preview your snippet on the right to ensure accuracy.

Testing the Snippet

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

Save the Snippet

Once finalized, click Save.

Organize Snippets into Folders

Add Folder

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

Move to Folder

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

Bulk Action

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

Using Search Bar

Quickly find snippets by typing a keyword.

Filters

Use filters (Text or Email) to narrow down the results.

Three Dots Action Menu

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

Use Snippets in Conversations

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

Find your Snippet

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

Select the Snippet

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

Frequently Asked Question

Q. Can I customize Snippets for different customers?

Yes! Snippets support custom values and placeholders, allowing you to personalize messages with customer names, appointment details, or other dynamic fields. This ensures your responses feel tailored rather than generic.

Q. Is there a limit to how many Snippets I can create?

There is no fixed limit on the number of Snippets you can create. You can organize them into folders and use the search and filter options to manage a large collection efficiently.

Q. Can Snippets be shared across a team?

Yes, Snippets are accessible to all team members within your system. This ensures consistent messaging and allows teams to respond quickly using pre-approved templates.

Q. How do I update or delete an existing Snippet?

To edit or delete a Snippet, go to the Snippets section, locate the Snippet, click the three-dot menu (⋮) next to it, and select Edit or Delete as needed. You can also move Snippets to different folders for better organization.