Workers and automations can use snippets to quickly insert predefined text into messages. You can think of snippets as copying and pasting from a giant shared clipboard.

However, unlike the traditional paste action, snippets also support sophisticated scripting functionality with placeholders and conditional logic. This means that the content of a snippet can change based on when and where you use it.

In a common use case, an auto-responder message will use placeholders in a snippet like:

Hi <b>{{first_name}}</b>,

Thanks for contacting us!

A new support ticket has been opened in response to your message:

Reference #: <b>{{mask}}</b>
Subject: <b>{{subject}}</b>

We'll be in contact shortly.

The above snippet results in the following text when used by an automation on a new ticket:

Hi <b>Charlotte</b>,

Thanks for contacting us!

A new support ticket has been opened in response to your message:

Reference #: <b>CRB-01092-002</b>
Subject: <b>Do you accept purchase orders?</b>

We'll be in contact shortly.