I don't see any logical reason why there are templates AND snippets. I understand that templates are for email replies, and snippets for chats. But why would there be two separate things? There isn't a subject line in chat? Great, don't include the subject line.
Anytime we need to create a formatted response to a customer, it needs to be available to be used in both email AND chat. It's just frustrating and I can't think of a good use case of why this is. Can there just be one? And if not, at the very least, when creating something new, there should be an option to "also create a snippet" or "also create a template". Thank you!
Hi, just wanted to give you examples on how I use Tempaltes vs Snippets.
Templates are for outbound conversations, hence why there is a subject line. You can also embed documents and great when needing specific formatiing.
Snippets are used for inbound email responses. That way you can use multiple snippets in one response depending on the number of questions your client asked.
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.
