Snippets in FEA Create are quick, reusable messages you can use when replying to customers. They save you time by letting you insert pre-written responses into your conversations, emails, or notes. Instead of typing out the same message again and again, snippets allow you to stay consistent, professional, and efficient.
Snippets are especially useful if you:
Frequently answer the same customer questions or provide similar instructions
Want to personalise messages quickly using custom values
Need to streamline your responses without relying on automated workflows
Want your team to maintain a consistent communication style
Step 1: Open the Snippets Section
Go to Messages in your FEA Create account. At the top of the page, click on Snippets. You’ll see a list of any snippets you’ve already created. To make a new one, click Add Snippet.
Step 2: Create a Snippet
You can create snippets for text messages or emails.
Fill in the details:
Name: Give your snippet a name so you can easily find it later
Subject (for emails only): Add an email subject line
Message: Write the content of your snippet
You can also use custom values to personalise your messages. For example, you could add the customer’s first name using the contact custom value. This helps make your replies feel more personal.
Example Snippet Ideas
Here are some practical use cases for snippets that are best for conversations rather than automations:
FAQ Responses: Quickly answer common questions, for example, “Hi {{contact.first_name}}, here’s how you can reset your password: [Instructions Link]”
Follow-Ups After Calls: Send a personalised message summarising a recent conversation or next steps, such as, “Hi {{contact.first_name}}, it was great speaking with you today. As discussed, here’s the information we talked about: [Link/Details]”
These examples are ideal for messages where you want to save time but still maintain a personal touch.
When you’re happy with your snippet, click Save.
Step 3: Use a Snippet in Messages
Once saved, you can use snippets whenever you reply to customers:
Go to Messages > Conversations
Open the customer’s message
At the bottom of the reply box, select Insert Snippet and choose the one you want to use
The snippet will instantly appear in your message so you can send it right away.
Step 4: Use a Snippet in Subscribers
You can also use snippets when updating notes or sending emails from the Subscribers section:
Open a customer’s profile
Scroll to the bottom and choose whether you want to send a text or an email
Select Insert Snippet to quickly add your pre-written message
Snippets make it easy to send consistent, professional replies without typing the same messages over and over. They’re a great way to save time, improve customer experience, and keep your communication streamlined.