Snippets: Email & SMS Canned Replies

Modified on Mon, 15 Sep at 2:05 PM

Snippets function as pre-built message templates for text and email communications, designed to help organizations maintain uniform communication standards. Through the implementation of Snippets, teams can significantly reduce the time required for composing recurring messages while guaranteeing precision and brand-aligned messaging in all customer interactions.

These templates offer quick insertion capabilities into ongoing conversations, accelerating customer communication processes and improving overall efficiency. Furthermore, Snippets provide customization options through dynamic placeholders such as recipient names or actionable links, making them adaptable across various scenarios.

Advantages of Implementing Snippets

Ineffective communication practices often result in operational delays, inconsistent brand messaging, and lost opportunities for meaningful customer engagement. Snippets address these challenges by providing the following solutions:

Time Optimization: Minimizing hours spent composing repetitive correspondence
Brand Consistency: Maintaining uniform voice and messaging standards across all team members
Enhanced Productivity: Providing organized, immediately available template collections
Error Prevention: Utilizing vetted, pre-authorized content that reflects your organization's communication standards

Whether addressing frequently asked questions, conducting follow-up communications for missed appointments, or handling routine inquiries, Snippets eliminate manual processes while preserving professional communication standards.

Creating Your First Snippet

Navigate to either Conversations > Snippets or Marketing > Snippets
Select Add Snippet and specify your preferred format (Text or Email)

Template Identification

Assign descriptive names to your templates, such as "Appointment Follow-Up Communication" or "Business Hours Information."

Content Development

Draft your message content, incorporating Custom Values or dynamic placeholders to enable personalization capabilities.

Use: {{contact.first_name}} - instead of manually updating emails/SMS with the contact's name.

Use: {{user.first_name}} to automatically the name of your account's user sending an email/SMS

Snippets also allow you to:

Add Emojis
Add Links (Email Snippet only)

Add Attachments (Email Snippet Only)
Add Photos

Add Videos

Update the Formatting

Always make sure to test each snippet by clicking on the Test snippet button.

Organizational Structure for Snippets

Folder Creation Process

Select Add Folder to establish new categories (example: "Appointment Management")
Having snippets organized into folders will make it a lot easier for your to search them in the inbox page, when responding to email/SMS.
Utilize Bulk Action functionality to transfer multiple snippets into designated folders for improved organization

Implementation in Active Conversations

Access any active conversation thread
Click the Snippets icon located at the bottom of the interface
Select the preferred snippet & send it out.

Team Access and Authorization Settings

For team members to view and utilize Snippets within the Conversations interface, proper permissions must be configured in their user profiles. The essential permission requirement is:

Conversations → View & manage conversation

This authorization setting governs access to the Conversations section where Snippets are both created and implemented. Without this permission, team members will not have visibility to the Snippets functionality.

Permission Configuration Steps:

Access your sub-account Settings
Navigate to My Staff
Choose the team member requiring updates
Select Roles & Permissions
Verify the Conversations toggle is activated with View & manage conversation checkbox selected
Confirm changes by clicking Save

Frequently Asked Questions:

Q: Is personalization possible with Snippets for individual customers?

A: Absolutely! Snippets incorporate custom values and dynamic placeholders, enabling message personalization with customer-specific information such as names, appointment details, or other variable content. This functionality ensures responses appear individualized rather than automated.

Q: Are there restrictions on Snippet creation quantities?

A: No predetermined limits exist for Snippet creation. You can establish organizational folders and utilize search and filtering capabilities to effectively manage extensive template libraries.

Q: Do Snippets allow team-wide sharing?

A: Yes, all team members within your system can access Snippets. This capability ensures uniform messaging standards and enables rapid response times using pre-authorized templates.

Q: What's the process for modifying or removing existing Snippets?

A: To modify or remove a Snippet, navigate to the Snippets area, locate your target template, click the three-dot menu (⋮) beside it, and choose either Edit or Delete based on your requirements. You can also relocate Snippets between folders for enhanced organizational structure.