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Snippets are short, pre-written text messages your team can drop into an SMS reply instead of typing the same thing again. If you have used canned responses or saved replies in another messaging tool, snippets work the same way. Every snippet belongs to your organization, so anyone on your team sees the same library and your customers get the same wording no matter who answers.

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What Snippets Are For

Snippets suit any message your team sends over and over:
  • appointment confirmations and reschedule options
  • “running late” notices
  • answers to common questions about pricing, financing, or hours
  • opt-out acknowledgements
  • follow-ups after a missed call
A snippet is plain text. Once it lands in the message box you can edit it like anything else you typed, so you can personalize a line before sending it.

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Insert a Snippet While Replying

Open an SMS conversation and type / in the reply box. The snippet list opens straight away. Snippet list open in the SMS reply box Keep typing to narrow the list. Simple AI matches what you type against snippet names first, then against the message text, so /conf finds a snippet named “Appointment confirmed” as well as one whose body mentions confirming. Snippet list filtered to a single match Press Enter and the snippet replaces what you typed. Your cursor lands at the end of the message, ready for you to edit or send.

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Keyboard Shortcuts

The slash only opens the list at the start of a message or after a space, so ordinary text such as https://example.com or 24/7 is unaffected.

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The Snippets Button

If you would rather use the mouse, click Snippets next to the paperclip below the message box. It opens the same list and inserts the snippet wherever your cursor is. Snippets button in the SMS composer toolbar Opening the list this way never changes your draft. If you close it without choosing a snippet, your message stays exactly as you left it.

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Where You Can Use Snippets

Snippets are available anywhere your team writes an SMS:
  • replying to an existing SMS conversation
  • starting a new SMS conversation
They work the same in the shared inbox and in the conversation view, for both teammates and supervisors.
Snippets are currently available for SMS conversations. They do not appear in chat or email composers.

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Create and Manage Snippets

Go to Configuration → Snippets to see your organization’s library. Snippets are listed alphabetically, which is the same order your team sees when inserting one. The Snippets page in Configuration Click New snippet to add one. A snippet needs two things:
  • Name — what your team types after the slash to find it. Short, specific names work best.
  • Body — the message that gets inserted.
Creating a new snippet The counter under the message shows how long the snippet is. Snippet names must be unique within your organization, so you cannot end up with two entries called “Appointment confirmed”. To change a snippet, use the pencil icon on its row. To remove one, use the trash icon and confirm. Deleting a snippet only stops your team from inserting it in future; messages you have already sent are never changed. Teammates pick up your changes without reloading the dashboard, so a conversation that is already open shows the updated library shortly after you save.

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Using Placeholders

Snippets are inserted exactly as written. Simple AI does not fill in customer details automatically, so a common practice is to mark the parts that need editing with square brackets:
Your teammate replaces the bracketed parts before sending. Brackets are just a convention that makes the gaps easy to spot; you can use any marker your team prefers.

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Limits

The message limit matches the maximum length of a single SMS, so any snippet you save fits in one message on its own.

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Who Can Use and Manage Snippets

  • Anyone who can open an inbox and reply to an SMS can insert snippets. No extra setup is needed.
  • Teammates who can edit your organization’s configuration can create, edit, and delete them. This is the same access that covers settings such as business hours and agent teams.
Every change to a snippet is recorded in your organization’s audit log with who made it and what changed, so you can see how the library has evolved.

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Tips for Writing Good Snippets

  • Name them the way you would search for them. “Reschedule options” is easier to recall mid-conversation than “Template 4”.
  • Keep each snippet to one job. Several short snippets beat one long message your team has to trim every time.
  • Write them to be edited. Leave the details that change in brackets rather than guessing at a default.
  • Review them periodically. Prices, hours, and offers move; the library should move with them.
  • Start small. Six to ten snippets covering your most common replies deliver most of the benefit.

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Getting Started

If SMS is enabled for your organization, open Configuration → Snippets and add your first one. As soon as it is saved, your team can reach it by typing / in any SMS reply. If you do not see SMS options in your dashboard and would like to use them, reach out to support@usesimple.ai or your account team.
Last modified on September 16, 2026