How do I create and use Snippets in Conversations?

Snippets are saved messages you can drop into a conversation in a couple of clicks. They are ideal for answers your team sends again and again, like your service area, office hours, what to expect at an in-home assessment, or a follow-up after a care consultation. They also keep everyone's wording consistent.

Create a Snippet

1. Go to Conversations and click Snippets at the top of the page. (You can also find them under Marketing, then Snippets.)
2. Click + New Snippet.
3. Choose Add Text Snippet or Add Email Snippet.
4. Give it a clear name, such as "Office Hours" or "Assessment Follow-Up".
5. Write the message. Add custom values (like the contact's first name) or a trigger link if needed.
6. Preview it if that option is shown, then click Save.

Use a Snippet in a conversation

1. Open the conversation and choose the channel (text or email).
2. Click the Snippets icon in the message composer.
3. Browse folders or search, then click the Snippet.
4. Review the message, make any changes for this contact and send.

Keep your Snippets organized

• Use Search to find a Snippet by name or keyword.
• Filter the list by Snippet type.
• Click New Folder to group Snippets, for example Family Inquiries, Referral Partners, Scheduling and Billing.
• Use the three-dot menu next to a Snippet to Move to Folder, Edit, Duplicate or Delete.
• Copy the page link from your browser to send a teammate to the same filtered list.

Can't see Snippets?

You need the View & manage conversation permission. An account admin can turn it on:

1. Go to Settings, then Users.
2. Select the team member and open Roles & Permissions.
3. Under Conversations, turn on View & manage conversation and click Save.

Common questions

• Text vs. email Snippet? They are separate. Use a text Snippet for texting and an email Snippet for email.
• Can I edit a Snippet after inserting it? Yes. Changes in the composer affect only that message.
• Is there a limit? No set limit. Use folders to keep a large library tidy.

Have a question about your own account? Submit a ticket and our team will follow up.