Snippets are predefined responses that agents can use to reply quickly and accurately to customer inquiries or provide background information to other team members. Snippets are only available on chat-based channels.
This article contains the following topics:
When to use snippets
Snippets are useful in many scenarios, including:
- Transferring a caller to another person or team to provide them with background on the conversation by adding it to the notes section. Make sure to save your internal notes before transferring the customer.
- To save time typing a response to a frequently asked question when replying to a customer.
- During after-call work to quickly add notes about the call.
How to use snippets
To respond to a contact using a snippet
- Click the speech bubble icon
in the chat section at the bottom of
your screen. - Type a forward slash (/) to view all available snippets.
- Select the snippet you want by clicking it.
The snippet is displayed in the chat box on your screen. You can expand the viewing area by clicking the upward icon below the speech bubble.
