Snippets are pre-written SMS and email messages you can insert into conversations for faster, consistent replies. This guide covers creating text and email snippets, organising them into folders, and inserting them when replying to a contact.
Before you start
An MMS capable number if you want to attach images to a text snippet
1. Open the Snippets tab
Click Conversations in the left hand menu.
Click the Snippets tab along the top.
The All Snippets list shows every snippet that already exists in the account.
2. Start a new text snippet
Click + New Snippet at the top right.
Choose the option to create a text snippet.
3. Name the snippet and write the body
In the Create Text Snippet window:
Type a name in the Name field so you can identify it easily when messaging.
Click into Snippets Body and type your message.
Tip: Give the snippet a clear name so it is easy to find in the list when you are mid-conversation.
4. Insert a custom value or trigger link
Click the tag icon above the message box.
Pick a custom value, for example the contact first name, so the message pre-fills with the contact's or the account's details.
Carry on typing the rest of your message after the value.
Trigger links can be inserted from the same menu.
Tip: Use custom values and custom fields to make the snippet feel personalised even though it is pre-written.
5. Check the cost and add an attachment (optional)
Review the Approximate Cost and the character, word and segment counts under the message box.
Click Add Attachment to upload a file from your device, or paste a link into Add file through URL and click Add.
Watch out: Avoid using Emoji's and attachments in your Text Snippets as these incur increased SMS charges.
6. Test the snippet and save
Enter your own mobile number in Test Snippet and click Send to see how the message will look.
When you are happy with it, click Save.
7. Create an email snippet
Click + New Snippet again and choose to add an email snippet.
Fill in the Name and Subject fields.
Type your message in Snippets Body, using the tag icon for custom values or trigger links and the toolbar for alignment, sizing and font.
Optionally click Add Attachment, then use From Email Address and To Email Address under Test Email Snippet to send yourself a test.
Click Save.
8. Create a folder for your snippets
On the Snippets page, click New Folder at the top right.
Type a name into Folder Name and click Save.
9. Move a snippet into a folder
Click the three dots to the right of the snippet.
Select Move to Folder.
Pick a folder from the Select Folder dropdown, or click Add Folder to create a brand new one here.
Click Save. The folder name then appears in the Folder column next to the snippet.
11. View snippets by folder
Click the Folders tab at the top left of the Snippets page, then click into a folder to see which snippets sit inside it.
12. Edit, duplicate, delete or bulk manage snippets
Click the three dots beside a snippet to Edit Snippet, Duplicate Snippet or Delete Snippet.
To act on several at once, tick the checkbox to the left of each snippet, then choose to move them to a folder or delete them using the options at the top.
Use the Search bar at the top right to find a particular snippet.
Watch out: Deleting a snippet cannot be undone, so check the selection before you confirm a bulk delete.
13. Insert a snippet into an SMS reply
Go to the Conversations tab at the top and open the conversation.
Make sure SMS is selected as the message type in the composer.
Click the paper icon at the bottom of the message composer and pick a snippet from the list.
The composer fills with the snippet. Edit it if needed, then click Send.
14. Insert a snippet into an email reply
Switch the message type to Email, click the paper icon, select the snippet you want and send.
