Using Snippets in Conversations

What Are Snippets in Conversations?

Snippets are reusable text or email messages you can quickly insert into customer conversations inside Captivation Hub. The platform supports separate Text Snippets and Email Snippets, so your team can prepare content for the right channel before they need it.

Snippets can include supported personalization such as Custom Values and Trigger Links, making it easy to add dynamic information without slowing down your response time.

Common uses include:

• Appointment reminders and follow-ups
• Answers to frequently asked questions
• Lead follow-up messages
• Support responses
• Business hours and instructions
• Reusable email content

Prerequisites and Permissions

Snippets inside Conversations depend on the user's Conversations permission. If the Snippets tab or composer option is missing for a team member, checking this permission is usually the fastest fix.

• Snippets are managed within each Captivation Hub account.
• The updated Snippets interface is automatically enabled — no manual activation required.
• Users need the Conversations → View & manage conversation permission to access Snippets.

Step 1 — Give a User Access to Snippets

A user's Conversations permission controls whether they can access the Conversations workspace and its Snippets tools.

1. From your account, click Settings.
2. Select Users.
3. Select the team member you want to update.
4. Open Roles & Permissions.
5. Select Conversations.
6. Enable View & manage conversation.
7. Click Save.

Step 2 — How To Create a Snippet

Creating a Snippet adds reusable content to your library that team members can search, organize, and insert whenever that type of message is needed.

1. From your account, click Conversations.
2. Select Snippets at the top of the page.
3. Click + New Snippet.
4. Select Add Text Snippet or Add Email Snippet.
5. Enter a descriptive name.
6. Add the message content.
7. Add supported Custom Values or a Trigger Link if needed.
8. Review the available preview or test option.
9. Click Save.

Alternate Access: Snippets can also be accessed from Marketing → Snippets.

Step 3 — How To Organize and Manage Snippets

Keeping your Snippet library organized helps team members find approved content quickly and reduces the chance of outdated or duplicate messages being reused.

From Conversations → Snippets, you can:

• Use Search to find a Snippet by name or keyword.
• Filter the list by supported Snippet type.
• Click New Folder to group related Snippets.
• Use the three-dot menu (⋮) to move, edit, duplicate, or delete a Snippet.

Folders work well when organized around areas like Sales, Support, Appointments, Billing, or FAQs.

Step 4 — How To Use a Snippet in Conversations

Inserting a Snippet quickly populates prepared content into the message composer while still letting you review, personalize, or edit before sending.

1. Go to Conversations.
2. Open the contact conversation.
3. Select the appropriate messaging channel.
4. Click the Snippets icon in the message composer.
5. Browse folders or search for the Snippet.
6. Select the Snippet.
7. Review the populated content and any dynamic information.
8. Make any needed changes.
9. Send the message.

Frequently Asked Questions

Q: What is the difference between a Text Snippet and an Email Snippet?
They are separate reusable content types. Use a Text Snippet for text-based messaging and an Email Snippet for reusable email content.

Q: Where can I access Snippets?
Go to your account view, then Conversations → Snippets. Snippets can also be accessed from Marketing → Snippets.

Q: Do I need to enable the updated Snippets interface manually?
No. The updated Snippets page is automatically enabled for all accounts — the classic layout has been retired.

Q: Can I personalize a Snippet?
Yes. Snippets support Custom Values and other supported placeholders for dynamic information.

Q: Can I edit a Snippet after inserting it into a conversation?
Yes. You can review and edit the populated message in the composer before sending it.

Q: Is there a limit to how many Snippets I can create?
Captivation Hub does not currently document a fixed Snippet limit. Use folders, search, and filters to keep larger libraries manageable.

Q: What permission is required to use Snippets in Conversations?
The user needs Conversations → View & manage conversation permission. You can manage this from Settings → Users → Roles & Permissions.