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Conversations · 1 min read

Create and Use Snippets in Conversations

Snippets are saved text or email messages you can drop into a conversation in a couple of clicks. They can include custom values and trigger links for personalization.
Common uses:
  • Appointment reminders and follow-ups
  • Answers to frequent questions
  • Lead follow-ups and support replies
  • Business hours and instructions
  • Email content you send often

Who can use snippets

Team members need the View & manage conversation permission.
  1. Go to Settings > My Staff.
  2. Select the team member and open Roles & Permissions.
  3. Under Conversations, turn on View & manage conversation.
  4. Click Save.

Create a snippet

  1. Go to Conversations and click Snippets at the top.
  2. Click + New Snippet.
  3. Choose Add Text Snippet or Add Email Snippet.
  4. Give it a clear name and add the message.
  5. Add custom values or a trigger link if you need them.
  6. Preview or test it, then click Save.
You can also manage snippets from Marketing > Snippets.

Organize snippets

In Conversations > Snippets you can:
  • Search by name or keyword
  • Filter by snippet type
  • Click New Folder to group snippets, such as Sales, Support, Appointments, Billing, or FAQs
  • Use the three-dot menu to move, edit, duplicate, or delete a snippet

Use a snippet

  1. Open the contact's conversation and pick the channel.
  2. Click the Snippets icon in the message box.
  3. Browse or search, then select the snippet.
  4. Review and edit the message as needed.
  5. Send it.

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