Use a snippet in a reply

Three ways to get a snippet into your reply, ranked by speed.

Method 1 — Shortcode (fastest)

In the reply editor, type the snippet’s shortcode (e.g. /return). The snippet expands inline, with variables resolved to real values. Continue editing as needed and send.

This is the way snippets are designed to be used. Once you know your most-used shortcodes by muscle memory, snippet usage becomes invisible — you’re typing your reply and the templated bits appear as you go.

Method 2 — Snippet picker (when you don’t remember the shortcode)

1. In the reply editor, click the Snippets button in the toolbar (or use the keyboard shortcut, typically ⌘K or Ctrl+K).
2. Browse by category or search by title / content.
3. Click the snippet to insert it.
4. Variables resolve, you can continue editing.

The picker is good for first-time use of a snippet, for browsing what’s available, or when you remember roughly what you want but not the exact shortcode.

Method 3 — Favorites

Star your most-used snippets in the picker. Starred snippets appear at the top of the picker for quick access. Useful when you have 50+ snippets and only ~10 you reach for daily.

Picking up where you left off

If you’ve already typed part of your reply and want to add a snippet:

• Shortcode — type /<code> at the cursor position. The snippet inserts at that point. The text you already wrote stays intact.
• Picker — open the picker, click the snippet. It inserts at the cursor.

Snippets aren’t whole-reply replacements. Mix them with your own typing — open with a personalized greeting, drop in a snippet for the policy text, close with your own sign-off.

What gets resolved at insertion time

Variables fill in the moment the snippet expands into the editor:

• {{customer_first_name}} → the actual first name
• {{conversation_id}} → the actual ID
• {{agent_first_name}} → your first name
• And so on — see the variables reference

After expansion, the variables are plain text in your reply. You can edit them — change the name’s spelling, drop the case ID if it’s not relevant for this particular reply, etc. The snippet has done its job.

Common workflow patterns

• Reply to FAQ-style question — Type the shortcode → light personalization → send
• Reply to nuanced question — Open with your own context paragraph → insert a snippet for the standard part → close with your own customization → send
• Multiple-snippet reply — First snippet via shortcode → second snippet via picker → personalize, send
• Quick acknowledgment — /ack or similar tiny snippet that just says “Got it, looking into this now”

Editing after insertion

The snippet’s content is now part of your reply text. You can:

• Delete sentences you don’t need
• Rephrase awkward parts
• Adjust tone (snippets in your team’s voice, but you might be replying to a frustrated customer who needs softer wording)
• Add attachments specific to this conversation

The snippet is a starting point, not a script. Treat it that way.

Troubleshooting

• Symptom: Typed the shortcode but nothing expanded. Fix: Confirm the shortcode is correct (case-sensitive in some editors). Confirm the snippet is active and (for Global snippets restricted to teams) that you’re in an allowed team.
• Symptom: Variables in the expanded snippet show as literal {{...}}. Fix: Variable name is wrong or the source data is missing. The expanded text is now editable — just type over the broken variable.
• Symptom: I want a snippet I see another agent using but it’s not in my picker. Fix: It’s a Personal snippet of theirs, or a Global snippet scoped to a team you’re not in. Ask the agent (or admin) to expose it more broadly, or create your own version.

See also

• What are Snippets?
• Snippet variables reference
• Create a snippet