Use snippets to send translated messages

Last Update: Oct 2024 • Est. Read Time: 2 MIN
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With snippets, you can insert translated content into shortcuts, conversation replies, chat, and email templates. Snippets are not available in workflows.

Who can access this feature?
User typesAdmins can access the Shortcuts and Snippets pages.


In this article

Use snippets in shortcuts

You can use snippets in your shortcut name, message, or both.

To add a snippet in a shortcut:

  1. Go to Settings>Workspace > Shortcuts.
  2. Select Add Shortcut and then select Snippets  in the Shortcut Name box.
  3. Select the desired snippet from the window that opens to use it as the name.
  4. Select Create.
  5. You can also select Snippets  in the Messages box to use a snippet in the message body.

    Note: If your snippet is translated into other languages, the default platform language will be detected and the shortcut title will be displayed in the local language so that your agent knows which one to select. 

  6. Enter the remaining shortcut details and select Save Changes. For more information on shortcuts, see Use workspace shortcuts.

You can see which shortcuts are using a specific snippet by hovering over Shortcuts in the Snippets page.

You can also see the shortcuts being used when editing a snippet. Selecting the shortcut link opens its edit page in a separate window.

Use snippets in conversation replies

You can use snippets to quickly send a response to a customer in a conversation reply or send an internal note to someone on your team.

To send a snippet from within a conversation:

  1. Select the conversation you want to reply to and then select Snippets & Dynamic Text.
  2. Select the snippet you want to send. You can either search by its name, or select it from the list shown.

The snippet text is automatically inserted in the conversation.

Note: Once a snippet has been inserted into the reply editor, a user can edit it at any point. Once an edit is made, it will no longer be highlighted in purple.

You can change the language of a snippet by selecting it and choosing the language you want to use from the drop-down menu.

Use snippets in default chat greetings

Chat will automatically detect the language a customer uses through their browser's default language (or "locale"). Chat will use that setting to display content in the correct language, as well as apply that language to the customer or conversation records. You can pass in a language override if you already know that data from your website or mobile app. You can use snippets to personalize the team name or default greeting messages.

To use a snippet in the default chat greetings:

  1. Go to Apps > Chat.
  2. Expand the Team Info section and select Snippets in the message box you wish to add it in and select the snippet you want to use.
  3. Select Save.

Use snippets in email templates

You can use snippets in your email templates that will automatically change to the correct language based on the customer you're sending an email to.

To use a snippet in an email template:

  1. Go to Settings > Administration > Snippets.
  2. Find the snippet you want to use and copy its name. In this example, the name is sn.org_order_issue.
  3. In the Settings panel, go to Administration > Email Templates to create or edit a template.
  4. In the Body box, enter the snippet name in the HTML in the following format: [[sn.org_order_issue]]
  5. Once you're done editing your template, select Save Changes.

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