Customer service agent · Lesson 2 of 5

Reply faster with snippets, AI and translation

Many questions come back every day. With snippets and AI you don't have to type them out each time, and you're still the one who presses send.

7 min

This part starts at 0:48 in the video.

What you'll learn

  • Creating a snippet with the right variables
  • Inserting a snippet with /
  • Using and improving an AI suggestion
  • Translating a message and your reply

Step by step

  1. 1

    Create a snippet for your most common question

    Go to Settings › Snippets and click New Snippet. Fill in Title, Shortcut and Content, all three are required. A hair salon might use the shortcut hours, so nobody has to look up the opening times.

  2. 2

    Pick the right variable

    Under Available Variables you click a variable into the text. Watch out: {{Name}} is your own first name, the customer's first name is {{ContactFirstName}}. So write Hi {{ContactFirstName}}, and sign off with {{Name}}.

  3. 3

    Add order details if you run a web shop

    The variables {{OrderNumber}}, {{TrackingCode}} and {{TrackingLink}} aren't in the list, but you can type them yourself. Bugalou fills them in from the order that belongs to the conversation. If no order is found that spot stays empty, so read the text before you send it.

  4. 4

    Type / at the start of the text box

    Type a slash as the very first character, then part of the shortcut or title. Choose with the arrow keys and confirm with Enter or Tab. A snippet replaces whatever is already in the box, so insert it before you start typing yourself.

  5. 5

    Let the AI suggest a reply

    Click ✨ AI Reply on the customer's message. A window with AI Suggestions opens; click one to put it in the text box, or ask for new ones. Nothing has been sent yet, so check names, prices and dates in particular. This works from the Pro plan.

  6. 6

    Have your own text improved

    If you've already typed something, click the AI button next to the text box. The AI then improves your draft instead of coming up with a new answer. The button only works when there is text and the conversation is assigned to you.

  7. 7

    Translate both ways

    Click Translate on the customer's message and you'll see the translation below it. Then type your answer in your own language, click Translate message and pick the customer's language under Translate to. Restore original takes you back to your own text. Translating is part of Pro too.

Common mistakes

Using Hi {{Name}}

That greets the customer with your own name. Use {{ContactFirstName}} for the customer. Try a new snippet in a conversation first and read the text before you send it.

Sending an AI suggestion unread

A suggestion can be wrong, especially about prices, delivery times or arrangements only you know about. Always read it: what you send comes from you. If a suggestion is off, give it a thumbs down and explain what was wrong.

Dropping a snippet over your text

Because a snippet replaces the text box, you lose your half-written answer if you add it later. Start with the snippet and carry on typing from there.

Translating sensitive text unchecked

Automatic translation isn't a sworn translation. Check legal wording, medical information and amounts, or have someone read them who speaks the language.

Tips

  • Start with five snippets for your most common questions and only add more later.
  • Pick short shortcuts your team can guess, like returns or address.
  • Is a contact listed with a nickname or a phone number? Check the greeting, because the variable uses whatever is on the contact.

You're done when

  • You have at least three snippets with the right customer variable
  • You can insert a snippet without the mouse
  • You've edited and sent an AI suggestion
  • You've translated a reply and switched it back

Frequently asked questions

What is a snippet in customer service?

A ready-made reply you insert with a short shortcut. Variables fill in the name and other details, so it still feels personal.

Which plan do I need?

You can use snippets without Pro. AI suggestions, AI improvement and manual translation need Pro or higher. Automatic translation of whole customer conversations is part of Enterprise.

Does the AI send anything by itself in these steps?

No. A suggestion lands in your text box and you send it. That's different from the AI agent, which answers by itself on the channels where you've switched it on.

Which languages can I translate into?

In the text box you can choose Dutch, English, German, French, Spanish, Portuguese, Italian, Arabic and Turkish.