Snippets and quick replies

Snippets are saved messages you can drop into a conversation instead of typing the same reply again. Use them for appointment reminders, answers to common questions, business hours, support responses and lead follow-ups, so everyone on your team sends consistent wording.

HLB has separate text snippets and email snippets. Both can include custom values, which fill in contact or account details, and trigger links, which track clicks.

To create a snippet:

• Go to Conversations and open the Snippets tab. You can also get there from Marketing, then Snippets.
• Click New Snippet and choose Add Text Snippet or Add Email Snippet.
• Give it a descriptive name.
• Write the message, add any custom values or a trigger link, review the preview and save.

Organize your library with folders, such as Sales, Support, Appointments or FAQs. You can search by name or keyword, filter by snippet type and use the three-dot menu to move, edit, duplicate or delete a snippet.

To use a snippet, open a conversation, click the Snippets icon in the composer and pick one from a folder or by searching. The content fills in, and you can edit it before sending. In the mobile app, tap the plus icon in the composer to insert snippets. In workflows, the Send SMS action has a Templates selector for saved content, and Send test SMS lets you check the message before publishing.

Users need the View and manage conversation permission under Conversations to see snippets through Conversations. If custom values come through blank, confirm the contact or account details exist before sending. For text snippets, check the character count, because longer messages use more SMS segments and can cost more. RCS snippets and WhatsApp templates are managed separately.