Conversations · 1 min read
Create and Use Text and Email Snippets
What snippets are
Snippets are reusable text or email messages. Instead of typing the same reply again and again, your team saves it once and inserts it in seconds. There are two types:
- Text snippets for SMS and other text messages
- Email snippets for emails
Snippets can include custom values, such as
{{contact.first_name}}, so each message is personalized.Who can use them
Team members need the Conversations permission (View & manage conversation). An admin can turn it on in Settings → My Staff: select the user, open Roles & Permissions and enable it under Conversations.
Create a snippet
- Go to Conversations and click Snippets at the top.
- Click + New Snippet.
- Choose Add Text Snippet or Add Email Snippet.
- Give it a descriptive name.
- Write the message. Add custom values where details should fill in automatically, and a trigger link if you need a trackable link.
- Check the preview and save.
Organize snippets
Group snippets into folders, and edit, duplicate or delete them from the Snippets list.
Use a snippet in a conversation
- Go to Conversations and open the conversation.
- Choose the channel, such as SMS or email.
- Click the Snippets icon in the message composer.
- Browse folders or search, then select the snippet.
- Review the message, check that custom values look right, edit if needed and send.
Use saved messages in workflows
- Go to Automations → Workflows and open a workflow.
- Add or open a Send SMS action.
- Under Templates, select the saved message.
- Review the content and adjust custom values if needed.
- Send a test SMS, save the action and test the workflow before publishing.