Creating and managing snippets in Contact Center

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<p id="docs-ai-summary-content">Snippets are predefined responses that help agents respond faster by reducing typing time. As an admin, you can create snippets with specific names, text, and restrictions for content types and queues. Personalization tokens allow customization with customer details. Set restrictions to organize snippets by content or queue, enhancing the customer experience.</p>
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<p class="p">Snippets are predefined responses that can be easily accessed using shortcut commands.
Snippets are perfect for defining common responses such as greetings or answers to
frequently asked questions. </p>
<p class="p" dir="ltr">Use snippets to shorten the time spent typing by your agents thereby enabling
faster responses, increasing efficiency, and improving the customer experience.</p>
<p class="p" dir="ltr">You will need admin access in Contact Center in order to configure
snippets.</p>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="rjs1__ul_fwf_gpt_rgc">
<li class="li"><a class="xref" href="#topic_ig1_hpt_rgc">Creating a new snippet</a></li>
<li class="li"><a class="xref" href="#topic_vhv_3pt_rgc">Using personalization tokens in a snippet</a></li>
<li class="li"><a class="xref" href="#topic_cs3_jpt_rgc">Understanding snippet restrictions</a></li>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_ig1_hpt_rgc">
<h2 class="title topictitle2" id="ariaid-title2">Creating a new snippet</h2>
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<p class="p" dir="ltr">To access the <strong class="ph b">Administrator settings</strong> in Contact Center, click on the
cogs icon on the left-hand side of the screen.</p>
<p class="p" dir="ltr"><img class="image" id="topic_ig1_hpt_rgc__image_gj5_2fx_sgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_snip_1.png" width="600"></p>
<p class="p" dir="ltr">Click on the <strong class="ph b">Snippets</strong> tab and select the <strong class="ph b">Add new snippet
</strong>button.</p>
<p class="p" dir="ltr"><img class="image" id="topic_ig1_hpt_rgc__image_f2s_dfx_sgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_snip_2.png" width="600"></p>
<p class="p" dir="ltr">To create snippets, you will need:</p>
<ul class="ul" id="topic_ig1_hpt_rgc__ul_ovr_cyg_pgc">
<li class="li" dir="ltr">A name for the snippet.</li>
<li class="li" dir="ltr">Your snippet text.</li>
<li class="li" dir="ltr">Content types restrictions: This is where you would like them to
appear - external replies, internal notes or tasks. A snippet can be made
available to as many content types as you like.</li>
<li class="li" dir="ltr">Queue restrictions: This is where you can restrict the use of the
snippet to selected queues. If you select no queues, then the snippet is
available to everyone.</li>
</ul>
<p class="p" dir="ltr"><img class="image" id="topic_ig1_hpt_rgc__image_t5v_cfx_sgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_snip_3.png" width="600"></p>
<p class="p" dir="ltr">Once you have entered all the relevant information, click <strong class="ph b">Create
Snippet</strong> to save your snippet.</p>
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<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_vhv_3pt_rgc">
<h2 class="title topictitle2" id="ariaid-title3">Using personalization tokens in a snippet</h2>
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<p class="p" dir="ltr">Snippet responses can be customized using personalization tokens to improve
the customer experience. They can be thought of as placeholders that will be used to
include stored attributes such as the customer’s name, phone number, account ID or
other information. </p>
<p class="p" dir="ltr">The format used is <em class="ph i">{{user.attribute}}</em> as shown below.</p>
<p class="p" dir="ltr"><img class="image" id="topic_vhv_3pt_rgc__image_xjb_cfx_sgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_snip_4.png" width="500"></p>
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<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_umr_cqt_rgc">
<h3 class="title topictitle3" id="ariaid-title4">Setting a fallback</h3>
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<p class="p" dir="ltr">If the attribute doesn’t exist or is empty, by default the token wont
be replaced. However, you can provide a fallback in the template using this
syntax:</p>
<p class="p" dir="ltr">{{contact.first_name || "dude"}}</p>
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<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_cs3_jpt_rgc">
<h2 class="title topictitle2" id="ariaid-title5">Understanding snippet restrictions</h2>
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<p class="p" dir="ltr">Restrictions limit use of the snippet depending on the case. Restrictions
can be configured under Content Type and Queue Restriction. Limiting the snippets to
certain content or queues is helpful for separating and organizing your snippets. </p>
<ol class="ol" id="topic_cs3_jpt_rgc__ol_uvr_cyg_pgc">
<li class="li" dir="ltr">Navigate to Settings and click the Snippets tab.</li>
<li class="li" dir="ltr">Click the snippet you want to edit.</li>
<li class="li" dir="ltr">Select the restrictions you want.</li>
<li class="li" dir="ltr">Click <strong class="ph b">Save snippet</strong>.</li>
</ol>
<p class="p" dir="ltr"><img class="image" id="topic_cs3_jpt_rgc__image_hdg_bfx_sgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_snip_5.png" width="450"></p>
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