Who This Is For / When to Use
Teams sending repeated SMS or email messages
Agents responding quickly inside Conversations
Accounts that want consistent messaging across agents
Users managing high conversation volume
What Are Snippets
Snippets are reusable Text or Email message templates that can be inserted into Conversations with one click.
Snippets can optionally be organized into folders for faster access.
How to Create a Snippet
Navigate to Conversations > Snippets.
Click New Snippet.
Select the snippet type:
Add Text Snippet
Add Email Snippet
Enter:
Name
Snippet Body
Click Save.
How to Use a Snippet in a Conversation
Open any conversation.
Click the Snippets icon in the message composer.
Search by snippet name or folder.
Click a snippet to insert it into the message.
Edit if needed, then click Send.
How to Organize Snippets into Folders
Create a Folder
Go to Conversations > Snippets.
Click New Folder.
Enter a folder name and save.
Move Snippets Into a Folder
Select one or more snippets using the checkboxes.
Click Move to Folder.
Choose the destination folder.
View All Folders
Open Conversations > Snippets.
Click the Folders tab.
Managing Existing Snippets
From the three-dot menu next to a snippet, you can:
Edit snippet
Duplicate snippet
Move to folder
Delete snippet
Search and Filter Snippets
Use the Search bar to find snippets by name or folder.
Filter snippets by Type:
Text
Email
Bulk Actions for Snippets
Select multiple snippets.
Use the top action bar to:
Move to Folder
Delete Snippets
Where Else Snippets Are Available
Snippets can also be accessed from:
Marketing > Snippets
This uses the same snippet editor and data.
Important Notes
Folders are optional.
If no folders exist, all snippets appear in a single list.
The same editor is used across Snippets and Conversations to ensure consistent formatting.
Common Issues and Fixes
Snippet Does Not Appear in Conversations
Confirm the snippet is saved.
Check if filters are applied.
Search by snippet name instead of folder.
Cannot Move Snippet to Folder
Ensure at least one folder exists.
Confirm the snippet checkbox is selected before clicking Move to Folder.