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Snippets

Snippets are ready-made messages your team can insert while chatting — so nobody retypes the same greeting, store hours, or shipping note every day.

Think of snippets as saved answers on sticky notes. You write them once in Settings, then insert them quickly in Inbox.

When snippets help​

  • Greeting new customers
  • Explaining opening hours or delivery time
  • Sharing a refund policy summary
  • Asking for an order code in a standard way

Example: Front-desk staff type /hours and insert: “We are open Mon–Sat, 9:00–18:00.”

Open Snippets​

  1. In the left sidebar, open Settings.
  2. Under Messaging, click Snippets.
  3. You will see the list of existing snippets.

Gợi ý ảnh: Trang Settings → Snippets với bảng Name / Shortcut / Category và nút New Snippet.

Create a snippet​

  1. Click New Snippet.
  2. Fill in:
    • Name — a clear title for your team (example: Store hours)
    • Shortcut — must start with / (example: /hours)
    • Category — optional grouping so the list stays tidy
    • Content — the actual message customers will receive
  3. In Content, you can type / (or follow on-screen hints) to insert variables such as the customer’s first name when available.
  4. Save / create the snippet.

Gợi ý ảnh: Hộp thoại New Snippet / Edit Snippet với Name, Shortcut bắt đầu bằng /, Category, và ô Content.

Use a snippet in Inbox​

  1. Open a conversation in Inbox.
  2. In the reply box, open the Snippets picker (or search snippets).
  3. Choose the snippet, review the text, then send.

You can still edit the inserted text before sending — snippets are a starting point, not a lock.

Gợi ý ảnh: Composer trong Inbox với panel Snippets / Search snippets… và tin nhắn đã chèn sẵn.

Edit or clean up snippets​

  • Open a snippet from the list to Edit.
  • Remove outdated snippets so the team does not pick the wrong one.
  • Keep shortcuts short and memorable (/ship, /refund, /hi).

Tips​

  1. Write in a friendly, consistent brand voice.
  2. Avoid putting private passwords or one-off personal data into snippets.
  3. Review snippets every few months when policies change.
  4. Pair snippets with AI Assistant — AI can draft; snippets keep approved wording ready.