What are Snippets?

Snippets are pre-written reply templates that help agents respond quickly and consistently. Instead of typing the same response to the same question hundreds of times, agents insert a snippet, personalize where needed, and send.

The whole point of snippets is to remove the typing toil from the predictable parts of replies — return policy text, shipping FAQs, password-reset instructions, sign-offs — while keeping the agent in control of tone, context, and personalization.

What a snippet contains

• Title — What you’ll see in the snippet picker (e.g. Return policy — standard)
• Shortcode — Quick-type code to insert the snippet (e.g. /return). Type the shortcode in the reply editor and the snippet expands
• Content — The body — rich text, with support for embedded variables and attachments
• Category — Organizes snippets into groups for easier browsing
• Scope — Personal (just you) or Global (everyone, admin-managed)

Variables make snippets feel personal

Snippets support dynamic variables that auto-populate when the snippet expands. A snippet like:

Hi {{customer_name}}, thanks for reaching out about case {{conversation_id}}.

becomes:

Hi Erik, thanks for reaching out about case SUP-251221-0001.

Without variables, snippets feel robotic. With them, the response reads like it was typed for the recipient. See the variables reference for the full list.

Personal vs Global

• Personal — Only you — You
• Global — Everyone (or scoped to specific teams) — Admins

Personal snippets are for an individual agent’s idiosyncratic replies — your specific sign-off, a phrase you often reach for, a one-off response you customized for a recurring scenario.

Global snippets are organizational standards — the company’s return policy text, the official escalation procedure wording, brand-aligned greetings. Admins maintain these so the whole team uses the same language.

Global snippets can be restricted to specific teams (Billing snippets only show up for the Billing team’s agents), keeping the snippet picker relevant.

Quick-access patterns

Three ways to find a snippet during a reply:

• Shortcode — type /<code> in the reply editor. The fastest path when you know what you want.
• Picker — open the snippet picker UI, browse by category, search by title or content. Best when you don’t remember the shortcode.
• Favorites — star frequently-used snippets for quick access at the top of the picker.

Snippets and Actions are different

Don’t confuse the two:

• Snippets insert text into a reply you’re composing. The agent still picks send.
• Actions execute system operations on the conversation — assign, tag, change status, fire an automation. They can run independently of any reply.

Both surface in the conversation view, but they serve different needs. See Actions for the action equivalent.

Where to start

• Build a snippet: Create a snippet
• Use one in a reply: Use a snippet in a reply
• Find the right variables: Variables reference