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As your business grows, you'll notice a surge in conversations through your web chat feature. Whether it's potential leads or existing customers, certain questions come up time and time again. Questions like: 'What are your working hours?', 'Can you send me a brochure?', or even 'Are you open on Saturdays?'. Addressing these repeatedly can make your inbox feel cluttered and repetitive.

But here's the good news: our platform offers a solution – conversation snippets. Think of them as quick response tools, ready to address frequently asked questions in both text and email format. These templates not only save time but also ensure consistency in your communication.

The system comes loaded with several default snippets, you can customize them or add your own.

So, how do you create one? It's simple.

First, head to the 'Conversations' panel on the left. At the top, you'll find an option labeled 'Templates or Snippets'. Click on it. You'll then spot a blue 'Add a template' button. From the dropdown, choose whether you want a text or an email template.

Let's start with a text template. Name it something intuitive. For example, if it's about your working hours, name it 'Hours of Operation'. Next, draft your message. An example could be, 'Thanks for reaching out! We're open Monday through Friday, 8 to 5.'

Now, here's a pro-tip: our platform allows for custom values. Instead of typing out a customer's name, you can use a custom value that pulls data directly from the contact record. This way, your responses feel personal without any extra effort. Custom values can be used for names, emails, appointment times, and even special messages.

Once you're happy with your message, save it. Now, let's test it out. If a customer, inquires about your hours of operation, all you need to do is head to the response section, select 'Use a template', choose 'Hours of Operation', and voilà! Your pre-crafted response is ready to be sent.

The process for email templates is quite similar, but you also get to add a subject line.

In essence, creating both email and text templates for commonly asked questions ensures you're always prepared. It streamlines your responses and lets you handle customer interactions more efficiently. So, dive in, set up your templates, and experience a smoother, faster conversation process!"