What Are Snippets?

Snippets are reusable message templates that your team can insert into conversations with a simple shortcut command. Instead of typing the same replies over and over, create a snippet once and use it instantly.

Creating a Snippet

1. Navigate to Settings → Inbox Settings → Snippets
2. Click New Snippet
3. Fill in the fields:
   • Title — A descriptive name (e.g. "Welcome message")
   • Shortcut — The command to trigger it (e.g. /welcome). Always starts with /
   • Content — The full message text that will be inserted
   • Category (optional) — Group snippets by type (e.g. "Greetings", "FAQ", "Closing")
4. Click Create Snippet

Using Snippets in the Inbox

To use a snippet while chatting with a contact:

1. Start typing / in the message input field
2. A dropdown appears showing matching snippets
3. Use ↑ ↓ arrow keys to navigate, or click the snippet
4. Press Enter or Tab to insert the snippet content
5. The shortcut text is replaced with the full snippet message

Managing Snippets

Editing

Click the pencil icon on any snippet to update its title, shortcut, content, or category.

Archiving

Archive snippets you no longer need. Archived snippets won't appear in the inbox picker but can be restored at any time.

Deleting

Permanently remove a snippet by clicking the trash icon. This action cannot be undone.

Using Variables

Snippets support dynamic variables that are automatically replaced with real data when the snippet is inserted. Click a variable in the "Available Variables" panel to insert it into your snippet content.

Variable	Description	Example
{{Name}}	Your first name	"John"
{{FullName}}	Your full name	"John Smith"
{{Email}}	Your email address	"john@company.com"
{{ContactName}}	Contact's full name	"Jane Doe"
{{ContactFirstName}}	Contact's first name	"Jane"
{{ContactEmail}}	Contact's email address	"jane@example.com"

Example snippet with variables:

Hi {{ContactFirstName}}, this is {{Name}} from our team. How can I help you today?

When inserted, this becomes: "Hi Jane, this is John from our team. How can I help you today?"

Best Practices

• Use clear, memorable shortcuts like /greeting, /thanks, /hours
• Group related snippets with categories for easy management
• Keep snippet content professional but friendly
• Review and update snippets regularly to keep information accurate

Availability

Snippets are available on all plans — Starter, Professional, and Enterprise.