SMS Snippets are pre-written text messages you can use for all sorts of communication needs, saving time and keeping your messaging consistent. They're particularly handy for messages you send frequently, so you or your team can reply quickly without typing everything out from scratch.
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. You can include custom values and trigger links for more dynamic messaging.
- Optionally, attach a file or include one by clicking the Add attachment option, or add a URL to enhance your message.
A preview of your SMS will appear on the right, showing how it will look when sent.
To test the message, enter a mobile number in the designated field and click "Send Test."
Once you're happy with your template, click "Save" to add it to your list of SMS templates.
Managing SMS Snippets
Your SMS templates live within the "Snippets" section. To manage them, click the three-dot icon next to the template.
From there, you can edit, delete, duplicate, or move the snippet into a folder.
Utilising SMS Snippets in Conversations
Accessing Templates in Conversations
Go to the Conversations tab or the Contact card for 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 browse and select from your list of templates. To use a snippet, simply click it.
The message field will automatically populate with your chosen template.
That's it. You can now create SMS Snippets to handle FAQs, keep communication consistent, and give you and your team a set of ready-made responses for interacting with customers.
Troubleshooting Tips and FAQs
I can't find my template in the list. What should I do?
- Check you're 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?
- Send test messages to your own number or a designated test number to see how each template looks when received.