Create and Use Text (SMS) Snippets

A Text Snippet is a saved message you can drop into a conversation instead of retyping it. Use it for appointment reminders, lead follow-ups, support answers, business hours, or promotions. You can still review and edit the message before sending.

Create a Snippet

1. Go to Conversations, then open Snippets at the top. You can also reach it from Marketing, then Snippets.
2. Click + New Snippet.
3. Choose Add Text Snippet.
4. Enter a descriptive name, such as "Appointment Reminder".
5. Write the message. Insert Custom Values where contact or business details should fill in automatically.
6. Add a Trigger Link if you want a trackable link.
7. Check the character count and SMS segment information, which affect sending cost.
8. Click Save.

Use It in a Conversation

1. Open Conversations and select a contact.
2. Choose the text messaging channel.
3. Click the Snippets icon in the message box.
4. Search or browse folders and pick a snippet.
5. Confirm the personalization looks right and edit anything you wish.
6. Send.

Use the Content in a Workflow

1. Go to Automation, then Workflows, and open a workflow.
2. Add or open a Send SMS action.
3. Use the Templates selector to fill the message.
4. Add Custom Values as needed and click Send test SMS.
5. Save, test, and publish.

Access

Team members need permission to view and manage conversations to see Snippets in the composer.

Good to know: Keep texts short; messages that exceed one SMS segment cost more per send.