Reply snippets

A reply snippet is a saved piece of text you can drop into an Inbox conversation. If you answer the same five questions every week, this is where that stops being retyping. Snippets are created and used from the Inbox itself.

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Use one

In a DM conversation, select Use reply snippet. Your saved snippets are listed, with a search box for when there are more than a few. Picking one puts its text in the reply box. It isn’t sent — you can edit it first, which is usually worth doing so a canned answer reads like a person wrote it.

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Create one

From the same panel, New reply snippet. It takes two things:

• Name — how you’ll find it. Name of your reply snippet.
• Reply snippet — the text itself. The text content of the reply snippet.

You can Edit or Delete a snippet from the same list. Snippets belong to the brand, so everyone working that Inbox uses the same set, and a snippet you improve is improved for the team.

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What to save

Anything you’ve typed more than twice:

• Opening hours, shipping times, where to find pricing
• The link to a booking page or a help article
• A holding reply — thanks, checking with the team, back to you today
• Your refund or returns line, worded the way you want it worded

Name them by the question, not the answer. Shipping times is easier to find under pressure than Standard delivery info v2.

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Snippets or an AI reply?

Both live in the same conversation, and they’re for different situations. If you find yourself editing the same AI reply into the same shape repeatedly, that’s a snippet waiting to be saved.

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