Create a snippet

A working snippet from scratch in under five minutes.

Before you start

• A clear use case — “I find myself typing this same paragraph multiple times a week”
• For Global snippets: admin permissions on Snippets

Steps

1. Open Settings → Snippets.
2. Click New snippet.
3. Fill in the basics:
   Title — short, descriptive (e.g. Return policy — standard). This is what shows in the snippet picker.
   Shortcode — type-to-insert code, prefixed with / (e.g. /return). Keep these short and memorable; agents type them often.
   Category — pick or create one (Greetings, Returns, Shipping, Billing, Closings — whatever fits your taxonomy).
   Scope — Personal (just for you) or Global (whole team / restricted teams). Personal is always available; Global requires admin permissions.
4. Compose the content:
   Use the rich-text editor — bold, italic, links, attachments are all supported.
   Insert variables via the Insert variable button or by typing {{...}} directly. See the variables reference.
   Add attachments if relevant (a return label PDF, a screenshot, a brand asset).
5. For Global snippets: optionally restrict to specific teams. Leave empty to show the snippet to everyone.
6. Save.

The snippet is available immediately — no deploy, no restart. Agents can use it in their next reply.

Example: a Returns policy snippet

• Title — Return policy — standard
• Shortcode — /return
• Category — Returns
• Scope — Global, restricted to Customer Support team
• Content — Hi {{customer_first_name}}, no problem — we offer free returns within 30 days of delivery. Reply with the order number or confirmation email and we'll generate a return label for you.

Verify it worked

1. Open any active conversation.
2. In the reply editor, type the shortcode (/return).
3. The snippet should expand inline. Variables resolve to real values.
4. Edit if needed, then send.

If the shortcode doesn’t expand, check that:

• The snippet is saved with status active (not draft / archived)
• For Global snippets restricted to a team: you’re a member of an allowed team
• The shortcode is unique (a duplicate shortcode could be picking up a different snippet)

Naming conventions that scale

Once you have 50+ snippets, naming consistency matters. Some patterns:

• <Topic> — <Scenario> — Returns — Defective product — Most snippets
• <Topic> (<Length>) — Greeting (short) vs Greeting (full) — When you have long and short versions
• <Channel> <Topic> — Chat Greeting vs Email Greeting — When wording differs by channel

Pick one, document it for the team, stick to it.

Shortcode conventions

• /<topic> — /return, /shipping — Short, fast to type
• /<topic>-<scenario> — /return-defective, /return-wrong — Disambiguates similar snippets
• /<channel>-<topic> — /chat-greet, /email-greet — Channel-specific variants

Avoid shortcodes that conflict with editor commands (some editors interpret /help or /admin specially). Test your shortcode after creating to make sure it expands cleanly.

Personal vs Global — picking right

• It’s specific to your workflow — It’s company-standard messaging
• Only you’ll use it — Multiple agents would benefit
• You’re experimenting — The wording is stable and approved
• Tone is your personal voice — Brand voice and policy are at stake

A snippet that catches on at a Personal scope is a candidate for promotion to Global — copy it, get the wording right, ship it for the team.

Troubleshooting

• Symptom: Shortcode expands to wrong content. Fix: Two snippets share the same shortcode. Rename one or scope them differently (one Personal, one Global; or scoped to different teams).
• Symptom: Variable shows as literal {{customer_name}} in the expanded text. Fix: Variable name is misspelled or the contact field doesn’t exist. Check the variables reference.

See also

• What are Snippets?
• Snippet variables reference
• Use a snippet in a reply