Snippets

Snippets are reusable message templates that help you to reply faster, stay consistent, and reduce repetitive typing. Snippets are perfect for sharing links, product instructions, or polished follow-ups.

Configure your team’s snippets in Settings → Snippets.

How to use Snippets

• Press [ while typing in a thread to open the Snippet menu

• Select a Snippet by name or scroll through available options

• Snippets can be used as full replies or inserted inline within a longer message

Use cases for Snippets

• Links – to your documentation, changelog, status page, or calendar

• Reusable phrases – greetings, apologies, or helpful sign-offs

• Step-by-step guides – for common product setup or troubleshooting flows

• Feature explanations – for functionality you frequently describe

• Security and compliance responses – for GDPR, SOC 2, or data handling questions

Dynamic variables

You can use variables inside snippets to personalise responses automatically:

• {{ customer.email }} – the customer’s email address

• {{ customer.fullName }} – the customer’s full name

• {{ customer.shortName }} – the customer’s first name (if set)

• {{ user.publicName }} – your public name (e.g. for signatures)

• {{ user.fullName }} – your full name

This keeps replies feeling personal and human, even when they’re templated