Infinity3 Help Centre

Save frequently used email wording as a Snippet so your team can reuse it in Conversations.

Before you start

You need permission to view and manage Conversations. Ask your administrator if Snippets is unavailable.

Create an email snippet

1. Open Conversations → Snippets.
2. Select New Snippet → Add Email Snippet.
3. Enter a clear name and your email content.
4. Review the available preview or test option, then save.

Use names such as “Support — request more details” rather than “Reply 1”. Keep wording that needs updating, such as prices or opening hours, easy to find.

Use it in a conversation

1. Open the customer’s conversation and select Email.
2. Select the Snippets icon in the composer.
3. Search for and insert your saved reply.
4. Check the recipient, subject, links and any personalised information.
5. Adjust the wording for this customer, then send.

Inserting a snippet fills the draft; review it before sending.

Keep replies useful

Use folders to group related snippets. Review shared wording regularly and remove outdated versions. Avoid saving customer-specific information in a reusable reply.