Snippet Editor

Overview

The Snippet Editor is where you create and manage snippets. Snippets are chunks of ready-made content for emails, for example, a company signature. Other typical uses of snippets include:

• Branded headers
• Email auto-replies
• Personalized greetings

Supervisor Experience

Supervisors and system administrators manage snippets in the Snippet Editor.

Agent Experience

Agents insert snippets into an email by using the snippet button in the toolbar of the HTML editor on the Syntelate XA Agent Desktop.

Snippet Library and Universe

Snippets are organized into categories and groups, forming a snippet library.

Your snippet library will be saved to the universe that you specify when you first open the Snippet Editor.

This section tells you more about snippets, their categories and their groups, and how to use the Snippet Editor.

Snippets

In the short video above, the email signature is a snippet.

The snippet categories are displayed as buttons on the HTML editor toolbar. When the agent selects a category, they see a menu listing the Titles of snippets belonging to that category.

For example, in the video above, you can see three snippet categories in the toolbar: FAQs, Salutation, and Signoff. Under the Signoff category, you see the snippet title, Agent Signature.

As well as text, a snippet can include content such as images, hyperlinks, and tables. Another type of content that a snippet can include is merge fields from your Syntelate XA universes. You can see an example of a merge field in the video above. The snippet merges a database field from Syntelate XA containing the agent’s first name (in the screenshot, it's "Jack"). The field data is pulled into the email when the agent inserts the snippet.

Snippet Categories

Snippet categories can be used to organize snippets into use cases, such as promotions, signatures, footers, FAQs, and so on.

The snippet category's title is displayed on a button on the HTML editor toolbar, on the agent desktop. When the agent selects the button, they see a dropdown, which lists the category's snippets.

In the short video above, there are three categories: FAQs, Salutation, and Signoff.

Snippet Groups

Snippet groups tell Syntelate XA which snippets to display in a HTML editor.

The HTML Editor displays snippets from one snippet group only. The group that's used by the editor is determined by one of the following:

• The snippet group property of the HTML editor, which can be found by going to Designer. Syntelate XA users with Designer access can set the snippet group property.

• The JavaScript function getSnippetGroupForMailbox(). This allows you to organize snippet groups by mailbox. This can be configured by an Inisoft professional services consultant.

• The JavaScript function UpdateHtmlSnippetGroupForAgentGroups(). This allows you to organize snippet groups by agent groups. This can be configured by an Inisoft professional services consultant.

Snippet Group by HTML Editor

When a snippet group is assigned to an HTML Editor, only the agents who handle email using that HTML Editor will see the snippets. Any agents using any other HTML Editor will not see those snippets.

Snippet Group by Mailbox

When a snippet group is assigned to a mailbox, only the agents who handle email from that mailbox will see the snippets. Other agents will not see those snippets.

Snippet Group by Agent Group

When a snippet group is assigned to an agent group, only the agents in that group will see the snippets. Other agents will not see those snippets.

Reporting

Syntelate XA monitors the insertion of snippets into emails. This is done using the LKTL_SNIPPETS field in the INTERACTION_X table. By including that field in your reports, you can track and analyze snippet usage.

Tasks