Article Summary
Snippets are reusable, live-linked content blocks you can drop into any response. Update the snippet once, and every response using it is flagged for update — unless you've frozen it. When a response is approved, its snippets auto-freeze so nothing drifts after sign-off. Use snippets for boilerplate that changes over time: product names, certifications, company descriptions, pricing disclaimers, support SLAs.
Snippets differ from Placeholders — placeholders swap in per-customer values like customer name, while snippets embed a shared block of content managed centrally.
Estimated Time
5 minutes to read, ~15 minutes to seed your first library
Prerequisites
Content Manager or Admin permissions to create new or edit existing snippets
The Snippets feature enabled for your organization (ask your Customer Success contact if you don't see the options described below)
Step-by-Step Instructions
For how to use Snippets already setup by your admin jump to step 3.
Step 1: Viewing Your Snippet Library
Navigate to Content Management.
In the Filter panel on the left, expand Snippets.
Tick the Snippets checkbox to filter the content list to your snippet library.
Step 2: Adding Snippets to you Library
You can add snippets manually (one at a time) or import a whole list from a spreadsheet.
Option A — Add manually:
On the Content page, click Add Content (top right) > Direct Entry.
Select Snippet — Reusable text blocks.
In the dialog:
Snippet Library is locked to "Snippets".
Requirement = the snippet's name (what you'll type after
[to insert it).In the rich-text area below, enter the snippet's value — the content that gets inserted. Supports bold, italic, underline, strikethrough, lists, images, links.
Add Tags if you'd like.
Click Add.
Option B — Bulk import from a spreadsheet:
Click Add Content (top right) > Upload.
In the Select Content Type step, choose Snippet Library.
Upload a CSV or Excel file with two columns —
NameandValue.Step through the wizard. The importer shows a preview split into To create, To update (names that match an existing snippet but with a different value), and Unchanged.
Confirm to import.
The importer accepts exports from other systems — Loopio-style headers (Merge Tag Name, Value) and aliases like Tag Name, Key, Label, Answer, Content are recognized automatically.
Re-importing a spreadsheet with existing snippet names will update those snippets in place, which makes this a good way to refresh the library from a maintained master spreadsheet.
Step 3: Insert a Snippet into a Response
Two ways, both in the response editor:
Keyboard trigger: type
[anywhere in the response. A filter menu appears — start typing the snippet name and press Enter to insert.Toolbar button: click the Insert Snippet icon in the editor toolbar and pick from the list.
The inserted block is highlighted blue with a Live badge — your signal it's linked to the source, not free-typed text.
Important: You cannot insert a snippet inside another snippet.
Step 4: Understand Snippet States
Each inserted snippet has one of three states:
Live (blue) — matches the source. Nothing to do.
Stale (amber) — the source was edited after you inserted it. You can update or leave as-is.
Frozen (snowflake icon) — locked to a specific version. Won't update even if the source changes.
Snippets auto-freeze on approval, so once a response is signed off, nobody can accidentally change its text by editing the source later.
Step 5: Manage an Inserted Snippet
Click any snippet chip in a response to open its actions menu:
Update to latest — apply the source's current value (use when the badge is Stale).
Freeze version — lock this instance to the current text.
Unfreeze — allow updates again.
Unlink from source — convert to plain text. The live connection is broken permanently.
Open in Snippets — jump to the source snippet in the library.
Step 6: Edit or Delete a Snippet Source
From the Content page with the Snippets filter applied:
Edit a snippet: click its row, update the name, value, or tags, and save. Every live (non-frozen) instance across all responses moves to Stale so users can review and update.
Delete a snippet: click the three-dot menu on the snippet and choose Delete.
Delete the whole library: from the Snippets filter, click the three-dot menu on the "Snippets" bucket and choose Delete.
Important: Deleting a snippet unlinks every response and content item that uses it. The text stays where it was inserted but loses the live link. This cannot be undone.
💡 Tips & Best Practices
Seed the library with your top 20 reusable answers first — don't snippet everything at once, or
[autocomplete becomes noisy.Keep names short, lowercase, and predictable (e.g.
company-description,soc2-statement,support-sla).Tag by category (legal, security, commercial, company) so you can filter as the list grows.
Scan for Stale chips before approving or sending a response; they're highlighted amber so they're easy to catch.
Use the export function and reimport to update in bulk.
✋🏼 Common Mistakes to Avoid
Expecting snippets to auto-update in approved responses. They won't — approval auto-freezes them. That's intentional.
Deleting a snippet that's in active use. The text survives but the live link breaks. Edit or rename instead when possible.
Using very long snippets. Keep them focused. For whole boilerplate sections, a Documentation library item is usually a better fit.
Trying to nest snippets. Not supported — inserting a snippet inside a snippet is disabled by design.