Snippets are reusable bits of text you can drop into any Unibox reply with one click — perfect for canned answers to repeat questions like pricing, demo scheduling, or polite no-thanks responses.
Create a snippet
Open Settings → Snippets.
Click + New snippet.
Pick a name, a shortcut (for example
/demoor/pricing), and the snippet body.Variables work —
{{firstName}},{{company}}, custom fields, AI variables. They resolve against the lead the reply is going to.Save. The snippet is available in every reply box.
Use a snippet
In the reply box, type
/to open the snippet picker, then start typing the shortcut.Hit Enter to insert.
Variables resolve against the active lead automatically.
Personal vs. shared snippets
Personal snippets are only visible to you.
Workspace snippets are visible to everyone in the workspace. Useful for shared pricing answers, brand voice rules, and product positioning.
You can promote a personal snippet to a workspace snippet with one click.
I cannot scroll through my snippets
If you have more than three snippets and the picker stops responding to scroll, it is a known UI issue we are tracking. Workarounds:
Type more of the shortcut to narrow the list rather than scrolling.
Use the keyboard: ↑ / ↓ always navigate even when scrolling does not.
Open the full snippet list from Settings → Snippets when you need to browse without sending.
The fix for trackpad scrolling inside the picker is rolling out shortly.
Snippet best practices
Use clear shortcuts that are typeable in two keystrokes (for example
/nofor polite decline).Include personalization variables so the snippet does not feel canned.
Keep snippets short — under 80 words. If a topic needs more, link to a doc.
Review workspace snippets quarterly to retire stale ones.
Snippets in workflows
You can reference a snippet inside a workflow node by name, useful when an automated step should send a templated message. See the Workflow Builder articles for examples.