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Snippets are pre-written message templates that you can insert into any conversation with a single click. They save time, ensure consistency, and can include dynamic elements like custom values and trigger links. Snippets are shared across the CRM — changes made in Conversations are reflected in Email Marketing and vice versa.
Snippets overview
Depending on your user permissions, you may not have access to all snippet features.

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Creating a snippet

1

Go to Snippets

Navigate to Conversations → Snippets in your account.
2

Click New Snippet

Click the + New Snippet button in the top right. A dropdown appears — choose either Add Text Snippet or Add Email Snippet.
New snippet menu
3

Fill in snippet details

Complete the form for your chosen snippet type (see below).
4

Save

Click Save to add it to your snippet library.

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Text snippets

Text snippets are used for SMS, Facebook DMs, Instagram DMs, and short chat messages.
Text snippet form
Required fields:
  • Name — displayed in the snippet list so your team can find it quickly.
  • Snippet Body — the message content. Add custom values (tag icon) and trigger links (lightning bolt icon) for dynamic personalization.
Optional:
  • Attachments — click Add Attachment or paste a file URL and click + Add to include images or documents.
  • Test SMS — enter a phone number and click Send Test to preview how the snippet looks when received.

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Email snippets

Email snippets are for quick email replies — confirmation messages, follow-ups, and similar responses that do not need a full campaign template.
Email snippet form
Required fields:
  • Name
  • Subject — the email subject line shown to recipients.
  • Snippet Body — the email content. Use the tag icon for custom values and thunderbolt icon for trigger links.
Optional:
  • Add Attachment — attach files from your computer.
  • Test Email — enter From and To addresses, then click Send Test to verify how the email renders.

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Using snippets in conversations

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SMS / chat channels

1

Open the conversation

Navigate to the contact’s conversation and select the SMS or chat channel.
2

Open snippets panel

Click the paper icon in the message toolbar.
SMS snippets use
3

Select and send

Click a snippet to insert it into the message box. Customize if needed, then click Send.

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WhatsApp

1

Select WhatsApp channel

Open the conversation and switch to WhatsApp.
2

Open snippets panel

Click the paper icon.
3

Choose a snippet

Select the snippet — it populates the message field automatically.
WhatsApp snippets
4

Send

Add any additional text and click Send.

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Email

Click the paper icon in the email composer to open the snippet selector. Snippets are organized in folders — click the template you want to apply it to the message body.

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Managing snippets

Click the three-dot icon (⋮) next to any snippet for management options:
ActionDescription
Move to FolderOrganize snippets into topic-based folders
Edit SnippetModify name, body, or attachments
Duplicate SnippetCopy as a starting point for a new variant
Delete SnippetPermanently remove (cannot be undone)
To bulk-move or bulk-delete snippets, check the boxes next to multiple snippets and choose the desired action.

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Organizing snippets with folders

1

Create a folder

Click + New Snippet → Add Folder (or the folder button), enter a name, and click Save.
2

Move snippets

Click the three-dot icon next to a snippet → Move to Folder → select the folder → Move.
3

Search folders

Use the search bar on the Folders tab to find a specific folder by name.
Deleting a folder may also delete the snippets it contains. Move snippets to another folder first if you want to keep them.

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Snippet library columns

When viewing all snippets, four columns help you identify each one at a glance:
ColumnDescription
NameSnippet identifier — make it descriptive
Snippet BodyPreview of the message content
FolderWhich folder the snippet belongs to
TypeText or Email
Click the three-line icon next to Type to sort snippets by type.
Last modified on March 4, 2026