Using snippets in Contact Center

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<p id="docs-ai-summary-content">Snippets are predefined responses you can use in chat-based channels to quickly reply to customer inquiries or provide background information to team members. They help when transferring calls, answering FAQs, or adding notes after a call. To use a snippet, click the speech bubble icon, type a forward slash, and select the desired snippet to insert it into your chat.</p>
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<p class="p">Snippets are predefined responses that agents can use to reply quickly to customer
inquiries or to provide background information to other team members. Snippets are
available on chat-based channels only. </p>
<p class="p">Use cases for snippets include:</p>
<ul class="ul" id="LM_contact_center_snippets__ul_ur4_21w_zfc">
<li class="li">Transferring a caller to another agent or team to provide them with background on
the conversation by adding it to the notes section. Make sure to save internal notes
before transferring the customer.</li>
<li class="li">Typing a response to a frequently asked question when replying to a customer.</li>
<li class="li">During after-call work to quickly add notes about the call.</li>
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<p class="p"><strong class="ph b">To use a snippet to respond to a contact</strong></p>
<ol class="ol" id="LM_contact_center_snippets__ol_pjm_nnv_zfc">
<li class="li">Click the speech bubble icon (<img class="image" id="LM_contact_center_snippets__image_wx1_1cw_zfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zen_cont_55.png" width="20">) in the chat section at the bottom.</li>
<li class="li">Type a forward slash (/) to view all available snippets.</li>
<li class="li">Click the snippet you want use.<p class="p">The snippet appears in the chat box. You can
expand the viewing area by clicking the upward icon below the speech
bubble.</p>
<p class="p"><img class="image" id="LM_contact_center_snippets__image_qlr_vnv_zfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/lm_graphics_rs_32.png" width="600"></p>
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