Email Snippets and Organizing Your Snippet Library

Snippets come in two types: Text for SMS-style messages and Email for reusable email content. A little organization keeps your library useful as it grows.

Create an Email Snippet

1. Go to Conversations, then Snippets.
2. Click + New Snippet and choose Add Email Snippet.
3. Enter a purpose-driven name, such as "FAQ - Business Hours" or "New Lead Introduction".
4. Write the content, adding Custom Values for dynamic details and a Trigger Link when you want clicks tracked.
5. Preview, test if available, and click Save.

Keep the Library Tidy

In Snippets you can:

• Search by name or keyword.
• Filter by type.
• Click New Folder to group by purpose (Sales, Support, Appointments, Billing, FAQs).
• Use the three-dot menu on any snippet to Move to Folder, Edit Snippet, Duplicate Snippet, or Delete Snippet.

Duplicate a snippet to create a variation instead of editing the original; this keeps approved wording intact.

Using Snippets in Email

Insert saved content into replies from Conversations using the Snippets icon in the composer. For automated messages, workflow email actions have their own template controls with separate editing behavior.

Attachments:

Attachment behavior differs between email templates, campaigns, and workflows, so test an email with attachments before relying on it.

What snippets are not:

WhatsApp templates and rich RCS messages use different tools with their own approval requirements.

Permissions

If the Snippets option does not appear, check that the user's role allows viewing and managing conversations in Settings, then My Staff.

Good to know: Review your folders each quarter and delete anything outdated, such as expired promotions.