Snippets: Quick Responses

Snippets are canned text responses you can insert into messages with a keyboard shortcut. They work across all channels (WhatsApp, Instagram, Messenger).

Creating a Snippet

1. Go to Automation → Snippets
2. Click New Snippet
3. Fill in:
   • Shortcut — A keyword to trigger the snippet (e.g., thanks, sorry, hours)
   • Title — A friendly name (e.g., "Thank You Message", "Apology Template")
   • Content — The full text to insert (supports line breaks)
4. Click Create

Your snippet is now saved and available in the inbox composer.

Using a Snippet

In any conversation in your inbox:

1. Click in the message composer (text input field)
2. Type / followed by your shortcut (e.g., /thanks)
3. A dropdown appears showing matching snippets
4. Click the snippet or press Enter to insert it
5. Review the text and make changes if needed (snippets are just starting points)
6. Click Send to reply

Example Snippets

Shortcut: thanks
Content:

Thanks for reaching out! We appreciate your business. 
If you have any other questions, feel free to ask.

Shortcut: hours
Content:

Our support hours are:
Monday-Friday: 9 AM - 6 PM
Saturday: 10 AM - 4 PM
Closed Sundays

Shortcut: refund
Content:

We'd be happy to help with your refund request. 
Can you provide your order number?

Managing Snippets

Editing a Snippet

1. Go to Automation → Snippets
2. Click Edit on any snippet
3. Change the shortcut, title, or content
4. Click Save

Any changes apply immediately to new messages (existing sent messages aren't affected).

Searching Snippets

Use the search box to find snippets by title or shortcut.

Deleting a Snippet

1. Go to Automation → Snippets
2. Click Delete on a snippet
3. Confirm

Once deleted, you can no longer use that shortcut in the inbox. The shortcut becomes available again if needed.

Sharing Snippets

Snippets are personal — each team member manages their own. However:

• Agents can see and use snippets they create
• Supervisors and admins can create snippets for themselves
• Snippets don't sync across team members (each person maintains their own library)

Tip: Share effective snippets verbally with your team, and each person can add them to their own snippet library.

Tips for Snippet Mastery

1. Use short, memorable shortcuts — /thanks is easier than /thankyouformessaging
2. Start snippets with punctuation if they're mid-sentence — e.g., /comma for ", I'd like to know more"
3. Test snippets by using them once before relying on them
4. Keep snippets flexible — Use them as starting points, not rigid templates
5. Group related snippets with prefixes — e.g., /faq_, /resolve_, /follow_ for easy discovery
6. Update snippets if your business processes change (e.g., support hours, refund policy)

Snippet vs. Template

Snippets and Templates are different:

Use snippets for manual replies in conversations. Use templates for campaigns and structured communications.