Create prewritten responses to effortlessly reply to FAQs.

The Snippets Module allows you to create standardized replies or canned responses that let you instantly reply to frequently asked questions in just a couple of keystrokes. Navigate to the Snippets Module from the navigation menu on the left. Look for the icon that resembles a pair of scissors.

The Snippets Module

The once you have created your Snippets, you will be able to use them to quickly compose your replies in the Messages Module. From the Snippets module, you will also be able to edit and manage your existing snippets.

Using Snippets

When replying to contacts in the Messages Module, you can use prewritten snippets to quickly compose a response. Simply start to type forward slash followed by the name of the desired Snippet. For example, you can start typing /greetings1 to search for a Snippet named "Greetings1".

As you type, a list of Snippets will appear above the composer bar. Once you see the one that you wish to input, use the arrow keys to select the Snippet and press enter to input it.

Using Snippets

By inputting the Snippet, your command will be replaced by the full message content of the Snippet, saving you time and effort for frequently used replies.

Snippets Overview

From this table, you can take a look at the existing Snippets on your Space.

You can use the search function at the top right to quickly find a specific Snippet by pressing on the icon button that resembles a magnifying glass.

Snippet Name and ID

The Snippet Name displays the human friendly name of each Snippet. The Snippet name will be used as the command when looking to input the Snippet text into your message.

Meanwhile, Snippet ID is the unique identifier that is automatically generated to label each Snippet in the system. The Snippet ID will be used for sending Snippets via integrations.​


The Snippet Message is the actual text content that is inputted when using the Snippet.


The Snippet Topics are tags that help you organize your Snippets. Snippets can be tagged with multiple Topics.

Use Topics to organize your Snippets into groups. To view Snippets in your different Topics, use dropdown on the top left of the Snippets page.

More Actions

At the very right of each Snippet, you can find the dropdown menu (look for the three vertical dots).

More Actions

From this dropdown menu you will be presented with several options:

  • Edit: Open up the Edit Snippet Menu where you can make changes to the Snippet Name and Message.

  • Delete: This permanently deletes the Snippet and it's associated training.

Be careful, deleting a Snippet is irreversible. We cannot help you retrieve a Snippet and its training once it has been deleted.

Creating a new Snippet

To create a new Snippet, you will need to access the Create Snippet menu. This can be done by pressing the blue "ADD SNIPPET" button at the top left of the page.

Creating New Snippet

Name your snippet with a short identifying title. This will be used when searching to input the Snippet in the Messaging Module.

The Message is the content of the text that will be inputted into the message bar when you use the Snippet.

The optional Topic tags are used for organizational purposes for your to easily group and separate your Snippets.

When you have filled in the fields, press the blue "CREATE" button to create the Snippet.

Note that each Space currently has a maximum limit of 200 Snippets.

Editing Snippets

You can update the contents of any Snippet that you have created by pressing the "Edit" button under the More Actions menu.

Editing Snippets

From here, you can change the Name of the Snippet. You also can also update the Message content of the Snippet.

You can also add or remove Topics from the Snippet to help your keep your Snippets organized.

Remember to press the blue "UPDATE" button to save your changes.