Adding a Snippet Group

To add a snippet group, follow these steps:

  1. From the Snippet Editor home page, select the universe that the new or edited snippet groups should be saved to.
  2. Click EDIT GROUPS. A list of all snippet groups is shown.
  3. Click Add. The Edit Snippet Group page is shown.
  4. GroupCode: (Required) Enter a unique code that will identify the snippet group. The code is only visible in Studio, and it won't be seen by agents. Create any code you like, but it's a good idea to choose something relevant to the purpose of the snippet group.

    Tip: GroupCode has a max length of 5 and accepts alphanumeric characters and the underscore character.

  5. In the GroupDesc box, type a description of the group. This is not shown to agents; it's shown in the Snippet group dropdown of the HTML Editor's Control properties.

    Tip: GroupDesc has no limit on its length, and accepts alphanumeric characters and the underscore character.

  6. Under Available Snippets, double-click the snippets that you want to assign to the group.

    Tip: To see the snippet text , hover over the title.

    To assign all (filtered) snippets to the group, click Allocate All.

  7. Save your changes Save.
  8. Refresh the web server .

Assigning Groups to HTML Editors

Now that you’ve created the snippet groups, you need to assign them to an HTML editor using the Control properties of the HTML Editor in Data Entry Designer.

Note: Only a single snippet group can be assigned to a single HTML editor, but the same snippet group can be assigned to multiple HTML editors. This saves you time and effort: you don't need to duplicate snippets, because the same snippet group can be shared by many agent desktops.

Assigning Groups to Mailboxes or Agent Groups

If you want to assign a snippet group to either a mailbox or an agent group instead of an HTML Editor, see Snippet Groups for guidance.