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  • How can I create snippets to be used for replying in conversations?
    1. To create snippets, navigate to Settings → Snippets → Templates under the admin console.
    2. The prerequisite for creating snippets is that you should have tags created that need to be associated with the snippets.
    3. To create a tag, navigate to tag management under Snippets and click on the “Create Tag” button on the top right.
    4. Enter the tag that you would like to create and click on Save Tag on the bottom right.
    5. The next step is to navigate to Templates under Snippets and click on “Create Snippet” on the top right.
    6. Provide a message in the body that will be used as a Snippet and select a tag from the list of tags.
    7. Next, Select the channels where this Snippet can be used by the Agents and click on Save.

    Note that, Snippets are supported in the Messaging channels - SMS, Chat and Whatsapp.

  • What are the different actions I can perform on the existing snippets?

    The actions that can be performed on an existing snippet are Search, Edit, and Delete.

    1. You can search an existing snippet using the search bar. The snippets would be listed in an order prioritized based on the match between the search keyword and the tags, the next being the partial match between the tag and the keyword, and finally the text match within the body of the snippet.
    2. You can edit an existing Snippet by hovering over the snippet and clicking on the icon on the right.
      • Here you can make changes to the body of the snippet, the channels, and the tags associated with it.
      • Once you have made the changes, click on “Save Snippet” on the bottom right to save the changes.
    3. To delete an existing snippet, hover over the snippet and click on the icon on the right.
      • A prompt will appear to confirm the deletion, click on delete to proceed and the template will be deleted.
      • Additionally, if you want to delete Snippets in bulk, select the snippets by clicking on the checkboxes beside them. Once you have selected the Snippets that you want to delete, click on the icon as highlighted in the screenshot below.


  • 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: