- Snippets can only be used in active SMS, Chat, WhatsApp, and/or Omnichannel conversations involving messaging channels.
- To use a snippet in an active conversation, click on the
icon, in the reply section for the conversation, highlighted in the screenshot below.
- 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.
- 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:
- Agent view:
How Can We Help You?