Create and Use Snippets in Captivation Hub Conversations

Snippets in Captivation Hub let your team save reusable text and email content for messages you send often. Instead of rewriting the same response every time, you create a Snippet once, then search for and insert it directly from the Conversations screen. Snippets support Custom Values, so they can still include personalized details when needed.

Before You Start

To use Snippets in Conversations, team members need the View & manage conversation permission enabled under Conversations in their role. To update this:

1. Go to Settings and select Users.
2. Click on the team member you want to update.
3. Open Roles & Permissions and select Conversations.
4. Enable View & manage conversation and click Save.

Step 1 — Create a Snippet

From the account view, go to Conversations and click Snippets at the top of the page.

1. Click + New Snippet.
2. Choose Add Text Snippet or Add Email Snippet.
3. Give it a clear, descriptive name.
4. Write the message content. Add Custom Values or Trigger Links where needed.
5. Review the preview, then click Save.

You can also access Snippets from Marketing → Snippets if you prefer to manage them outside of Conversations.

Step 2 — Organize Your Snippets

As your library grows, keeping Snippets organized makes it easier for the whole team to find the right message quickly.

• Use Search to find a Snippet by name or keyword.
• Create folders to group related Snippets (for example, by topic or channel).
• Use filters to sort by type (Text or Email).
• Edit or delete Snippets that are outdated or duplicated.

Step 3 — Insert a Snippet into a Conversation

When you're ready to reply, open a conversation and find the Snippet icon in the message composer.

1. Click the Snippet icon in the composer toolbar.
2. Search by name or browse to find the Snippet you want.
3. Click the Snippet to insert it into the message field.
4. Review and edit the message as needed before sending.

Frequently Asked Questions

Where do I access Snippets?
Go to Conversations → Snippets at the top of the page. You can also find them under Marketing → Snippets.

Can I personalize a Snippet with contact details?
Yes. Snippets support Custom Values and other placeholders, so things like first name or appointment time can be pulled in automatically.

Can I edit the message after inserting a Snippet?
Yes. The Snippet populates in the composer and you can adjust it before sending.

Is there a limit to how many Snippets I can create?
There's no documented fixed limit. Use folders, search, and filters to keep larger libraries manageable.

What permission does a user need to use Snippets?
The user needs the View & manage conversation permission under Conversations. You can manage this from Settings → Users → Roles & Permissions.