Snippets, templates, and saved replies
If your team types the same response 50 times a week, save it as a snippet. Snippets are reusable text blocks that anyone on your team can insert into messages with two keystrokes. Templates are full-message versions for emails.
Create a snippet
Settings → Snippets → "+ New Snippet"
Set the shortcut (e.g., /pricing)
Compose the body — supports merge tags so each insertion personalizes automatically
Set scope: account-wide or just for you
Save
Use a snippet in a conversation
In any message composer, type / followed by the shortcut
Press Enter — the snippet expands
Edit before sending if you want to personalize further
Snippets every account should have
| Shortcut | Use case | Notes |
|---|---|---|
| /pricing | Standard pricing reply | Keep updated whenever pricing changes |
| /hours | Business hours | Pull from custom value to auto-update |
| /directions | Address + parking info | Include map link |
| /policies | Cancellation/refund policy | Customer service shield |
| /booking | Book a consult — with calendar link | Highest-converting snippet for sales |
| /eta | ETA / typical response time | Sets expectations for customers |
Email templates
Settings → Email Templates → "+ New Template"
Use for full-message replies that need formatting, images, or attachments
Insert in any email by clicking the template icon in the composer
Templates support all standard merge tags and your brand styling
