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.

Prompts

In snippets, prompts are used to dynamically modify content based on additional information from a worker in real-time. These responses available as placeholders in the snippet.

Prompts are configured in the "Prompts" section at the bottom of the snippet editor. They are defined in KATA.

There are three prompt types: text:, picklist:, and checkbox:.

Text

text: gathers a free-form text value.

Picklist

picklist: gathers a text value from a dropdown with pre-defined options.

Checkbox

checkbox: gathers a true/false value from a toggle. The value will be 1 for true and blank otherwise. This can be used to include or exclude paragraphs in a larger snippet based on various conditions.