Using Snippets (Engage Legacy)

Snippets are predefined responses that agents can use to reply quickly and accurately to customer inquiries or provide background information to other team members. Snippets are only available on chat-based channels.

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When to use snippets

Use snippets when transferring a caller to another person or team to provide them with background on the conversation by adding it to the Notes section. Please make sure to save your internal notes before transferring the customer.

Use snippets when replying to a customer to save time typing out a response to a frequently asked question.

Use snippets during after-call work to quickly add notes about the call.

How to use snippets

To respond to a contact using a snippet, follow these steps:

Click on the speech bubble icon 💬 in the chat section at the bottom of your screen.

Type a forward slash (/) to view all available snippets.

Select the desired snippet by clicking on it.

The snippet will now appear in the chat box on your screen, and you can expand the viewing area by clicking on the upward icon below the speech bubble.

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