Snippets

Snippets are saved replies your whole team can insert into a conversation in seconds. Each snippet has a short Field ID that you type after / in the reply box, a message that can include contact variables such as the first name, and optional files. Use them for answers you send again and again, such as opening hours, shipping times, payment details or a welcome message, so every agent answers quickly and consistently.

#Before you begin

• Anyone who can reply in the Inbox can create, edit and use snippets. Snippets are shared with the whole workspace.
• Snippets are free-form messages. On WhatsApp they can only be sent while the 24-hour window is open. Outside it, use a message template. See Messaging Windows and Templates.

#How to create a snippet

1. Go to Settings › Snippets (under Inbox).
2. Click Add snippet.
3. In Create Snippet, fill in:
   • Name: a name your team will recognise in the list, for example "Opening hours".
   • Field ID: what you type after / to use it, for example hours. Letters, numbers, _ and - only, up to 32 characters.
   • Message: the text that's sent, up to 4,096 characters. Click Insert variable to add contact details (see below).
   • Topic (optional): group related snippets, for example Support, Sales or USA. Pick an existing topic or type a new one.
   • Upload file (optional): click Add File to attach up to 5 files that are sent with the snippet.
4. Click Create.

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Settings › Snippets › Add snippet

The "Create Snippet" dialog with Name "Opening hours", Field ID "hours", a Message using $contact.firstname, the Insert variable button, Topic "Support" and one PDF file attached, with the Cancel and Create buttons.

File: screenshots/snippets-create.png

#Variables you can use

For example: Hello $contact.firstname, we're open Sunday to Thursday from 9 am to 6 pm. becomes Hello Sara, we're open… when you insert it. If a value is missing, the variable is left out. Phone and email are left out for teammates whose role hides contact details.

#How to use a snippet in a conversation

1. In the reply box, type / followed by the Field ID or name, for example /hours.
2. Pick the snippet from the list with the arrow keys and press Enter (or click it).
3. The message is inserted with the variables filled in, and any files are attached. Edit it if you need to, then send.

You can also click Snippets in the composer toolbar, search, and pick one.

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Inbox › open a conversation › type "/" in the reply box

The reply box with "/ho" typed and the suggestion list open above it showing matching snippets with their /Field ID and name, the first one highlighted.

File: screenshots/snippets-slash.png

#How to organise snippets

On Settings › Snippets you can:

• Search snippets by name or text, and filter by topic with All topics.
• Click a snippet to edit it.
• Select several snippets with the checkboxes, then click Set topic to give them the same topic (leave it empty to remove the topic) or delete them together.
• Delete a single snippet from its row. Deleted snippets can't be restored.

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Settings › Snippets

The Snippets page with the search box, the All topics filter, the Add snippet button and a table with Name, Message, Topic and Files columns listing several demo snippets, two of them selected with the Set topic action visible.

File: screenshots/snippets-list.png

#Snippets and AI Assist

AI Assist can use your snippets as short knowledge sources when it suggests replies. An admin turns this on or off with Snippets in Settings › AI Assist. See AI Assist.

#Notes and limitations

• Field IDs must be unique and use English letters, numbers, _ or -.
• Names can be up to 80 characters and topics up to 40.
• Each snippet can carry up to 5 files.

#FAQ and troubleshooting

#I type / but my snippet doesn't appear. Why?

The list matches the Field ID and the name.

What you can do:

• Check the Field ID in Settings › Snippets.
• If the list says No snippets match. Create them in Settings → Snippets., the snippet doesn't exist yet.

#Can I have private snippets?

No. Snippets are shared with everyone in the workspace.

#Why was a variable missing from the inserted text?

The contact had no value for that field, for example no last name. Add it in the contact details panel and insert the snippet again.

#Can I use snippets in internal notes?

No. Typing / opens snippets only in the reply box, not in internal notes.

#What's next?

• Replying to Conversations
• AI Assist in the Inbox
• Keyboard Shortcuts