SMS templates and snippets

Snippets save messages you send often so you can insert them in a click instead of retyping. Text snippets cover SMS and email snippets cover email, and both can be personalized with custom values and trigger links.

For a local service business, snippets work well for appointment reminders, answers to common questions, business hours, new lead follow-ups and next-step instructions, so every team member sends the same approved wording.

To create a snippet:

• Go to Conversations and select Snippets (also available under Marketing > Snippets).
• Click + New Snippet and choose Add Text Snippet or Add Email Snippet.
• Give it a clear name, such as "Business hours FAQ."
• Write the message and add custom values for details like the contact's first name.
• Review the character count and SMS segment information, since length can affect sending cost.
• Click Save.

Use search and folders to keep your library organized, and the three-dot menu to move, edit, duplicate or delete snippets.

To use one in a conversation, open the contact, choose the text channel, click the Snippets icon in the composer and pick the snippet. You can edit the message before sending.

In workflows, the Send SMS action has a Templates selector that fills in saved content. Use Send test SMS to check it before publishing the workflow.

Users need the View & manage conversation permission to use snippets in Conversations. WhatsApp templates and RCS messages are managed separately.