Snippets are reusable message templates your whole team can pull into any conversation — so nobody retypes the same check-in instructions, WiFi details, or directions over and over. They support personalization variables, so each message still comes out addressed to the specific guest.
Inserting a snippet
From the conversation composer, you can add a snippet two ways:
From the toolbar — click the snippets button in the composer and pick one from the list.
By typing a trigger — start typing
/in the composer to search your snippets by name, then select one.
The reply drops into the composer as normal text you can edit before sending — it's a starting point, not a locked message.
Personalization
Snippets can include the same variables as any message — first name, room number, stay dates, and more. When you insert a reply, the variables resolve against the guest in the open conversation, so you see the final text (with real names and details) before you send. Set a fallback on each variable so a message still reads cleanly when a value is missing.
Managing snippets
Create, edit, and delete snippets for your whole team. Because they're shared org-wide, a change you make is available to everyone.
Good to know
Snippets are shared across your team, not per person — so build a library everyone can rely on.
You always review before sending. A snippet populates the composer; nothing goes to the guest until you hit send.
Variables need fallbacks. If a variable has no value and no fallback, that part of the message will be blank — set fallbacks for guest-facing replies.
Still need help?
Reach out via the chat widget in your Hello Hotel app, or email [email protected].