How can I use a snippet in a conversation?

  1. Snippets can only be used in active SMS, Chat, WhatsApp, and/or Omnichannel conversations involving messaging channels.
  2. To use a snippet in an active conversation, click on the icon, in the reply section for the conversation, highlighted in the screenshot below.
  3. This will open the list of channel-specific snippets which you can use to reply the conversation. Search for the Snippet with the tag associated to it or a keyword in the Snippet body. The order in which snippets are listed here is the same as mentioned here.
  4. Select the snippet that you want to reply with and click on ‘Send’.

    The conversation will be updated with the reply as shown in the screenshot below.
    • Agent view:

    • Customer view:
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