Skip to content
Elooo SystemHelp Center Go to website

Conversations

How to create and use saved replies (snippets) in conversations

In Conversations › Snippets, click New Snippet, choose text or email, name it, write the message and save. To use one, open the conversation, click the snippets icon in the composer, pick the snippet, review it and send.

Updated on

Before you start

  • Your user needs the permission to view and manage conversations. An admin turns it on in Settings › My Staff › user › Roles & Permissions › Conversations › View & manage conversation › Save.
  • There are two snippet types: text (for SMS, WhatsApp, Facebook, Instagram, chat) and email. Create the right type for the channel you'll use it on.
Where to find it

Conversations › Snippets › + New Snippet

Step by step

Create a snippet

  1. Open Conversations and click Snippets at the top of the page. (You can also get there from Marketing › Snippets.)
  2. Click + New Snippet.
  3. Choose Add Text Snippet or Add Email Snippet.
  4. Give it a name that's easy to find, for example "Business hours".
  5. Write the message.
  6. To personalize it, insert custom values (such as the contact's first name) or a trigger link.
  7. Use the preview or test option to check the result.
  8. Click Save.

Organize your snippets

  1. In Conversations › Snippets, click New Folder to group snippets (for example Sales, Appointments, Billing, FAQs).
  2. Use search to find a snippet by name or keyword.
  3. Use the three-dot menu (⋮) on each snippet to move, edit, duplicate or delete it.

Use a snippet in a conversation

  1. Open Conversations and click the customer's conversation.
  2. Pick the channel in the composer.
  3. Click the snippets icon in the composer.
  4. Search by name or open a folder and pick the snippet.
  5. The text drops into the composer. Review it and change anything you need.
  6. Click send.

Tips

  • Use snippets for FAQs, appointment reminders, lead follow-ups and instructions you send often.
  • Keep snippets up to date: when your hours or prices change, edit the snippet once and the whole team uses the new version.

Common problems

  • There's no Snippets tab or composer icon → You're missing the View & manage conversation permission. Ask your admin to turn it on in Settings › My Staff.
  • The snippet doesn't show up when replying → It may be the wrong type: email snippets are for email and text snippets for the other channels. Check the channel selected in the composer.
  • The customer's name came out blank → The field used by the custom value is empty on the contact record. Fix the message before sending and fill in the field in the right panel.
  • I can't find a snippet I created → It may be inside a folder. Use search in Conversations › Snippets.

Frequently asked questions

Can I change the text after inserting a snippet?

Yes. The snippet just fills the composer; you can edit everything before sending.

Was this helpful?