SMS Snippets are pre-written text messages that can be used for various communication needs, saving time and ensuring consistency in your messaging. These templates are particularly useful for frequently sent messages, allowing for quick and efficient communication without the need to type out each message individually.

Creating a Snippet #

Accessing the Template Section #

Navigate to the Snippets tab inside the Conversations section of your account. Click the blue “New Snippet” button and choose “Add Text Snippet” from the dropdown menu.

Composing Your Template #

• Give your template a descriptive name that indicates its purpose.
• Compose your message in the provided field. Here, you can include custom values and trigger links for more dynamic messaging.
• Optionally, attach a file or include a file by clicking the Add attachment button or adding a URL to enhance your message.

A preview of your SMS will be displayed to the right, showing how it will appear when sent. To test the message, enter a cell number in the designated field and click “Send Test.” Once satisfied with your template, click “Save” to add it to your list of SMS templates.

Managing SMS Snippets #

Your list of SMS templates can be found within the “Snippets” section. To manage them, click the three-dot icon next to the template. Upon clicking, you can edit, delete, duplicate, or move the snippet into a folder.

Utilizing SMS Snippets in Conversations #

Accessing Templates in Conversations #

Go to the Conversations tab or the Contact card of the message you want to respond to with a Snippet, make sure you’re in the SMS channel, then click the “Paper” icon to open the template selection screen. Use the menu to view and select from your list of templates. To use a snippet, simply click it. The message field will automatically populate with your chosen template.

And there you go—now you can create SMS Snippets that help you manage FAQs, provide communication standards, and have canned responses handy for you and your team to easily interact with customers.

Frequently Asked Questions #

I can’t find my template in the list. What should I do? #

Ensure you are in the correct sub-account or location where the template was created. Templates are specific to each sub-account.

How can I test multiple templates quickly? #

You can send test messages to your number or to a designated test number to see how each template appears when received.

How do I create an SMS snippet? #

Open the Snippets tab in the Conversations section, click the New Snippet button, choose Add Text Snippet, name and compose your message, then click Save.

Can I personalize an SMS snippet? #

Yes. You can include custom values and trigger links in the message field for more dynamic, personalized messaging.

How do I use a snippet when replying to a contact? #

In the SMS channel of a conversation or contact card, click the Paper icon, then select a template from the menu—the message field populates automatically.

Can I attach files to an SMS snippet? #

Yes. You can attach a file or add a file by URL using the Add attachment option while composing the snippet.