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For the complete documentation index, see llms.txt. This page is also available as Markdown.

Snippets

Reusable canned replies that agents insert by typing a shortcut in chat.

What it is

A snippet is a saved reply. Agents type a shortcut (for example !greeting) in the Inbox reply box to insert it. Admins create and manage snippets under Settings.

Create a snippet

  1. Go to Settings, then Snippets, and create a snippet.

  2. Choose Type (personal or group).

  3. Enter a Shortcut (for example !greeting; the ! is added if you omit it).

  4. Choose or create a Group.

  5. Write the Content, and save.

Agents then type the shortcut in the reply box to insert it.

The product user manual describes shortcut, type (personal or group), group, and content only. It does not document merge fields or variables inside snippet content.

Use a snippet in the Inbox

  1. Open a conversation in the Inbox.

  2. In the reply box, type the snippet shortcut (for example !greeting).

  3. The saved reply is inserted. Send when ready.

Snippets sit alongside other reply tools (emoji, attachments, internal comments, translate). See Inbox, Custom Views, and an agent day.

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