Replyn Docs

Create reusable message snippets to help your team respond faster and more consistently across conversations.

Snippets are pre-written message templates that your team can insert into conversations with a few keystrokes. They help maintain consistent messaging, reduce response times, and ensure your team communicates accurately.

Snippet management page — View, create, and manage all snippets from the Snippet Management page.

Creating Snippets

Navigate to Settings > Snippets.

Click the Create Snippet button.

Enter a title for the snippet. This is the name that appears in the snippet list and search results (e.g., "Greeting", "Order Confirmation", "Appointment Reminder").

Enter the snippet content — the actual message text that will be inserted into conversations. You can format the text and include line breaks as needed.

Optionally, assign a shortcut — a short text code that agents can type to quickly insert the snippet (e.g., /greeting, /confirm).

Click Save to create the snippet.

Create snippet dialog — Define a title, content, and optional shortcut for your snippet.

Editing Snippets

To update an existing snippet:

Navigate to Settings > Snippets.
Find the snippet in the list and click on it.
Update the title, content, or shortcut as needed.
Click Save to apply your changes.

Editing a snippet does not affect messages that have already been sent using the previous version. Changes only apply to future uses of the snippet.

Organizing Snippets

As your snippet library grows, keeping it organized becomes important. Replyn provides several ways to manage your snippets:

Search — Use the search bar at the top of the Snippets page to find snippets by title or content.
Sort — Sort snippets alphabetically or by date created to quickly find what you need.
Categories — Group related snippets together for easier browsing (e.g., "Greetings", "Order Support", "Appointment Scheduling").

Snippet Shortcuts

Shortcuts allow agents to insert snippets directly from the message composer without navigating to the snippet library.

How Shortcuts Work

While typing a message in the conversation composer, type the / character followed by the snippet shortcut (e.g., /greeting).
A dropdown will appear showing matching snippets.
Select the desired snippet from the dropdown to insert its content into the message.

Using a snippet shortcut in the composer — Type a shortcut in the message composer to quickly insert a snippet.

Shortcut Best Practices

Keep shortcuts short and memorable (e.g., /hi, /thanks, /order).
Use a consistent naming convention across your team.
Avoid shortcuts that conflict with common words or other system commands.

Snippets are shared across your entire organization. Any team member can use any snippet, regardless of who created it.