Create a snippet

A working snippet from scratch in under five minutes.

Before you start

• A clear use case — “I find myself typing this same paragraph multiple times a week”
• For Global snippets: the Manage global snippets permission. Owners, team leads, and admins have this by default; it can also be granted to custom roles.

Steps

1. Open Settings → Snippets.
2. (Optional) Select or create a Group in the left sidebar first. Creating a snippet from inside a group pre-fills the new snippet’s Group, Category, Scope, and Team Restrictions from that group’s defaults — you can still override any of them.
3. Click the + at the top of the snippet list (opens Create Snippet).
4. Fill in the basics:
   Title — short, descriptive (e.g. Return policy — standard). This is what shows in the snippet picker.
   Shortcode — type-to-insert code, prefixed with !! (e.g. !!return). Shortcode auto-fills from the Title until you manually edit it. Keep these short and memorable; agents type them often.
   Group — optional folder used to organize the sidebar; pick an existing group or leave it Ungrouped.
   Category — pick or create one (Greetings, Returns, Shipping, Billing, Closings — whatever fits your taxonomy).
   Share with everyone — switch this on to make the snippet available beyond your Personal scope. Global sharing requires the Manage global snippets permission.
   Restrict to teams — switch this on to choose specific teams that can use the snippet. This option is only shown if your workspace has teams. Leave it off to show the snippet to everyone who can access its scope. This matters most for Global snippets — a Personal snippet is already visible only to you regardless of team.
   Scope — Personal (just for you) or Global (whole team / restricted teams). The Scope selector only appears if you hold the Manage global snippets permission; without it, every snippet you create is Personal.
5. Compose the content:
   Use the rich-text editor — bold, italic, underline, bulleted and numbered lists, links, and attachments are all supported.
   Insert variables via the Variable button in the toolbar or by typing {{...}} directly. See the variables reference.
   Add attachments if relevant (a return label PDF, a screenshot, a brand asset). Supported types: images (JPEG, PNG, GIF, WebP — inserted inline in the content), PDF, Word (.doc/.docx), Excel (.xls/.xlsx), PowerPoint (.ppt/.pptx), plain text (.txt), and CSV (.csv), up to 25MB each. In supported reply channels, non-inline attachments are included when agents insert the snippet; images embedded in the body stay inline in the message.
6. If Personal: optionally toggle Use as my email signature — every email reply you open starts with this snippet at the bottom. Only one snippet at a time can be your signature; turning it on here turns it off on whichever snippet had it before.
7. Save.

The snippet is available immediately — no deploy, no restart. Agents can use it in their next reply.

Create an email signature from All Snippets

You can also start from All Snippets when you know the snippet should be your email signature.

1. Open Settings → Snippets → All Snippets.
2. Click Add signature.
3. The create pane opens with Personal scope selected and Use as my email signature already enabled.
4. Fill in the signature’s Title, Shortcode, and Content.
5. Save.

Example: a Returns policy snippet

• Title — Return policy — standard
• Shortcode — !!return
• Category — Returns
• Scope — Global, restricted to Customer Support team
• Content — Hi {{contact.firstName}}, no problem — we offer free returns within 30 days of delivery. Reply with the order number or confirmation email and we'll generate a return label for you.

Verify it worked

1. Open any active conversation.
2. In the reply editor, type the shortcode (!!return).
3. The snippet should expand inline. Variables resolve to real values.
4. Edit if needed, then send.

If the shortcode doesn’t expand, check that:

• The snippet is Personal and you’re not its creator — Personal snippets are visible only to the person who created them.
• For Global snippets restricted to specific teams: you’re a member of one of the allowed teams.
• The shortcode is unique — a duplicate shortcode could be picking up a different snippet. If a Personal and a Global snippet share a shortcode, your own Personal snippet always wins.

Naming conventions that scale

Once you have 50+ snippets, naming consistency matters. Some patterns:

• <Topic> — <Scenario> — Returns — Defective product — Most snippets
• <Topic> (<Length>) — Greeting (short) vs Greeting (full) — When you have long and short versions
• <Channel> <Topic> — Chat Greeting vs Email Greeting — When wording differs by channel

Pick one, document it for the team, stick to it.

Shortcode conventions

• !!<topic> — !!return, !!shipping — Short, fast to type
• !!<topic>-<scenario> — !!return-defective, !!return-wrong — Disambiguates similar snippets
• !!<channel>-<topic> — !!chat-greet, !!email-greet — Channel-specific variants

Test your shortcode after creating it to make sure it expands to the snippet you expect — especially if it’s similar to another shortcode already in use, since your own Personal snippet always takes priority over a Global one with the same shortcode.

Personal vs Global — picking right

• It’s specific to your workflow — It’s company-standard messaging
• Only you’ll use it — Multiple agents would benefit
• You’re experimenting — The wording is stable and approved
• Tone is your personal voice — Brand voice and policy are at stake

A snippet that catches on at a Personal scope is a candidate for promotion to Global. If you hold the Manage global snippets permission, you can switch the existing snippet’s Visibility to Global directly from its detail view — no need to recreate it. Otherwise, get the wording right and have someone with that permission create the Global version.

Troubleshooting

• Symptom: Shortcode expands to wrong content. Fix: Two snippets share the same shortcode. Rename one, or scope them differently (one Personal, one Global; or restricted to different teams). Remember that your own Personal snippet always wins over a Global one with the same shortcode.
• Symptom: Variable shows as literal {{contact.name}} in the expanded text. Fix: Variable name is misspelled, or it references a contact custom field that doesn’t exist. Check the variables reference.

See also

• What are Snippets?
• Snippet variables reference
• Use a snippet in a reply