> ## Documentation Index
> Fetch the complete documentation index at: https://docs.ravenna.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Snippets

> Save reusable response templates as snippets and insert them into ticket replies for fast, consistent answers.

Snippets are reusable response templates that live at the <Tooltip headline="Workspace" tip="Your organization's Ravenna environment" cta="Learn about workspaces" href="/documentation/platform/workspaces/overview">workspace</Tooltip> level. Save a frequently used reply once, then insert it into any ticket to keep tone, formatting, and policy language consistent without retyping.

<View title="Human" icon="user">
  ***

  ## When to use snippets

  <AccordionGroup>
    <Accordion title="Frequently repeated replies" icon="message-square" defaultOpen>
      Common acknowledgements, policy explanations, troubleshooting steps, or closing messages that you send across many tickets.
    </Accordion>

    <Accordion title="Consistent tone and language" icon="megaphone">
      Standardize how your team communicates so every requester gets the same brand voice and approved wording.
    </Accordion>

    <Accordion title="Faster ticket resolution" icon="zap">
      Drop a known-good response in seconds instead of composing it from scratch each time.
    </Accordion>
  </AccordionGroup>

  ***

  ## Anatomy of a snippet

  Each snippet is scoped to a single workspace and has two fields you edit:

  * **Name** - A short label used to find the snippet (for example, `Password reset acknowledged`).
  * **Content** - The reply text inserted into a ticket message.

  ***

  ## Create a snippet

  Snippets are created from the reply composer on any ticket.

  <Steps>
    <Step title="Open a ticket">
      Place your cursor in the reply composer.
    </Step>

    <Step title="Open the snippet popover">
      Type `/` in the composer to open the snippet popover.
    </Step>

    <Step title="Start a new snippet">
      Choose **New snippet**.
    </Step>

    <Step title="Add a name and content">
      Enter a clear, searchable **Name** and write the reply in **Content**.
    </Step>

    <Step title="Save">
      Click **Save**. The snippet is immediately available to everyone in the workspace.
    </Step>
  </Steps>

  ***

  ## Insert a snippet into a reply

  <Steps>
    <Step title="Open a ticket">
      Place your cursor in the reply composer.
    </Step>

    <Step title="Open the snippet popover">
      Type `/` in the composer to open the snippet popover.
    </Step>

    <Step title="Pick a snippet">
      Search by name and select the one you want.
    </Step>

    <Step title="Review and send">
      Review the inserted text, personalize it if needed, and send.
    </Step>
  </Steps>

  <Info>
    Snippets are plain text. They do not auto-fill requester or ticket details, so edit the inserted text before sending if it references a specific person or case.
  </Info>

  ***

  ## Edit or delete a snippet

  <Steps>
    <Step title="Open the snippet popover">
      From the reply composer on any ticket, type `/` to open the snippet popover.
    </Step>

    <Step title="Select a snippet">
      Find the snippet you want to change and open it.
    </Step>

    <Step title="Save or delete">
      Update the **Name** or **Content** and click **Save**, or click **Delete** to remove the snippet.
    </Step>
  </Steps>

  Deleting a snippet is permanent. Sent messages that used the snippet are unaffected, but the template will no longer appear in the popover.
</View>

<View title="Agent" icon="bot">
  ## Mental model

  Snippets are saved response templates scoped to a workspace. Each snippet has a `name` used to find it and a `content` body that is inserted into a ticket reply. Snippets are not tied to a specific ticket, requester, or channel. They are workspace-wide building blocks the agent can pull into any outgoing message.

  The agent can list, search, retrieve, create, update, and delete snippets through the snippet MCP tools.

  ***

  ## When to use snippets

  * Inserting an established response for a recurring question instead of generating new wording each time.
  * Reusing approved policy language (for example, security disclosures or refund terms) verbatim.
  * Saving a high-quality reply you just composed so a teammate or future ticket can reuse it.
  * Updating a snippet when the canonical answer changes so every future reply uses the new wording.

  ***

  ## Constraints and gotchas

  * Snippets are workspace-scoped. A snippet created in one workspace is not visible in another.
  * `name` and `content` are both required and must be non-empty when creating a snippet.
  * Deleting a snippet is permanent. It does not affect messages that were already sent using the snippet, but the template will no longer appear in searches or future inserts.
  * Snippets are plain text content. They do not personalize themselves. If the saved response references a specific requester or ticket, edit the inserted text before sending.
</View>