Templates and snippets
Save messages you write often as snippets, personalise them with contact fields, and know how they differ from WhatsApp templates.
3 min read
Your agents write the same things every day: a listing link, the viewing address, the documents a tenant needs, an invitation to a valuation. Snippets (saved replies) let you write these once and insert them with one click. The office sounds consistent, and a new agent writes the right message from day one.
Creating a snippet
- Switch to the Snippets tab at the top of Conversations.
- Click Add Snippet in the top right.
- Give it a clear Name with a language suffix at the end: Viewing address – EN, İlan linki – TR.
- Choose the type (Text or Email) and write the message in Body.
- To personalise it, add fields from the Custom Values / placeholder menu.
{{contact.first_name}}becomes the customer's first name when sent. - Click Save.
Tip
Keep names consistent: Topic – Language. Typing "EN" in search brings up every English text, which is a big help for agents working with international buyers.
Placeholders
| Placeholder | Replaced with |
|---|---|
{{contact.first_name}} | The customer's first name |
{{contact.name}} | Full name |
{{user.first_name}} | The sending agent's first name |
{{location.name}} | Office name (Atlas Emlak) |
{{custom_values.…}} | Fixed values on your account: office address, Google Maps link, opening hours |
Set fixed details such as your office address, bank details and opening hours as Custom Values; when they change, every snippet updates automatically. See Custom values.
Heads up
If a field is empty, the placeholder stays blank: a contact with no first name gets "Hi ,". Write the text so it still reads well without the name, or complete the contact record first.
Using a snippet in a conversation
- Click the snippet icon under the composer.
- Search the list (e.g. "EN") and pick a snippet. The text drops into the box; you can still edit it before sending.
A starter set for an estate agency
| Topic | When |
|---|---|
| Listing link | When a customer asks for the listing again after a call. |
| Viewing address and meeting point | The day before a viewing. |
| Valuation invitation | When a seller asks "what's my home worth?". |
| Documents needed from a tenant | At the Referencing stage of a letting. |
| International buyer process – EN | To summarise title deed, valuation report and tax number steps. |
| We couldn't reach you | A short note when a call-back goes unanswered. |
When writing a snippet that answers a price question, stay on the assistant's line: instead of a figure, say "let's assess the property together to get the right price". Avoid phrases like "a deal you can't miss" or "guaranteed to sell".
Snippet or WhatsApp template?
A snippet is a saved text you use in the panel; it needs no Meta approval. A WhatsApp template is a message Meta has approved, and it's the only way to reach a customer once the 24-hour window has closed.
- Customer wrote in the last 24 hours: a snippet is fine.
- The window has closed: you need an approved template. See WhatsApp templates.
Messages sent by the assistant and by automations (viewing confirmations, follow-ups) also use approved templates; you can edit their wording in the Automation module. To send the same message to many contacts, see Bulk messaging.
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