Letterbook Docs

Create and use snippets

Create reusable reply blocks that agents can insert from the message editor.

Last updated June 25, 2026

What this guide covers#

Snippets are reusable text templates for support replies. Use them for language that agents need often but should still review before sending.

Snippets live in Settings > Templates > Snippets.

When to use snippets#

Create a snippet when the same wording appears across many conversations:

Requesting logs, screenshots, or reproduction steps
Explaining a known limitation
Confirming that a bug has been escalated
Sharing billing or refund policy language
Giving a standard troubleshooting checklist
Asking for permission before taking an account action
Closing a conversation after resolution

Avoid turning every possible reply into a snippet. A small library of accurate, maintained snippets is more useful than a large library that agents stop trusting.

Create a snippet#

Go to Settings > Templates.
In Snippets, select Create snippet.
Add a clear title.
Write the snippet content.
Use the variable picker when the reply should include customer or agent details.
Save the snippet.

Snippet titles can be up to 100 characters. Choose names that agents can recognize quickly from the composer, such as Bug report follow-up, Refund policy, or Need account email.

Insert a snippet#

In a conversation reply editor, type / to open snippets and insert the one you need.

After inserting a snippet, review the draft before sending. Snippets are starting points, not final approval. Agents should remove irrelevant steps, fill in missing details, and make sure the reply matches the customer's issue.

Available variables#

Snippets can include variables in double braces. Insert them from the variable picker instead of typing them manually when possible.

Variable	Meaning
`{{customer.first_name}}`	Customer first name
`{{customer.last_name}}`	Customer last name
`{{customer.email}}`	Customer email address
`{{agent.first_name}}`	Replying agent first name
`{{agent.last_name}}`	Replying agent last name
`{{agent.email}}`	Replying agent email address

Unknown variables are left unchanged. If Letterbook knows that a value is empty, the variable resolves to an empty string. Review personalized snippets carefully when a customer record has a missing name.

Example snippet#

Hi {{customer.first_name}},

Thanks for sending this over. Could you share:

1. The workspace or account where this happened
2. The steps you took before the issue appeared
3. A screenshot or short recording, if available

Once we have that, we can investigate further.

Best,
{{agent.first_name}}

Maintenance tips#

Prefer one snippet per outcome or request.
Keep policy snippets aligned with your current internal policy.
Remove duplicate snippets instead of letting agents choose between near-identical versions.
Review snippets after product launches, pricing changes, and support process changes.
Use snippets for reusable language, and use knowledge base articles for longer source material the AI should reference.