Templates and snippets
Save the messages you send most as snippets, personalise them with placeholders and keep them ready in every language.
3 min read
Your coordinators answer the same questions every day: "How much is it?", "How long do I need to stay?", "Can you send an X-ray?". Snippets (saved replies) let you write those answers once and insert them in one click. Whether a patient writes in English, German or Turkish, you have a ready, consistent reply in their language.
Creating a snippet
- Switch to the Snippets tab at the top of the Conversations screen.
- Click Add Snippet in the top-right corner.
- Give it a clear Name and put the language at the end: Welcome – DE, Ask for X-ray – EN.
- Choose the type (Text or Email) and write the text in Body.
- To personalise it, add fields from the Custom Values / placeholder menu. For example,
{{contact.first_name}}is replaced with the patient's first name when the message is sent. - Click Save.
Tip
Keep snippet names consistent: Topic – Language. As your team grows, typing "DE" in the search box brings up every German reply.
Placeholders
Placeholders make a message personal to each patient. The most useful ones:
| Placeholder | Replaced with |
|---|---|
{{contact.first_name}} | Patient's first name |
{{contact.name}} | Full name |
{{user.first_name}} | First name of the team member sending the message |
{{location.name}} | Clinic name |
{{custom_values.…}} | Fixed values defined on your account (e.g. address, Google Maps link) |
If you store clinic details (address, deposit bank details, transfer info) as Custom Values, every snippet updates automatically when they change. See Custom values.
Heads up
If a field is empty, the placeholder stays empty: a patient without a first name on file gets "Hallo ,". Make sure key fields are filled in, or write the text so it still reads well without the name.
Using a snippet in a conversation
- Click the snippet icon below the composer.
- Search the list (e.g. "DE") and pick a snippet. The text drops into the message box, and you can still edit it before sending.
Multilingual patient communication
In medical tourism, having the same message ready in several languages saves a lot of time. A recommended starter set:
| Topic | EN | DE | TR |
|---|---|---|---|
| First welcome | Welcome – EN | Welcome – DE | Hoş geldiniz – TR |
| Asking for photos/X-ray | Ask for X-ray – EN | Röntgenbild anfordern – DE | Röntgen isteme – TR |
| Price and package info | Price info – EN | Preisinfo – DE | Fiyat bilgisi – TR |
| Deposit and booking | Deposit – EN | Anzahlung – DE | Ön ödeme – TR |
| Transfer and hotel | Transfer – EN | Transfer – DE | Transfer – TR |
Have a native speaker review each text. For organising a multilingual team, see the Multilingual team playbook.
Snippet or WhatsApp template?
A snippet is a saved text you use inside the inbox; it doesn't need Meta approval. A WhatsApp template is a message approved by Meta and is the only way to reach a patient after the 24-hour window has closed. Within 24 hours a snippet is enough; once the window has closed, use an approved template. See WhatsApp templates.
To send the same message to many patients at once (a consultation reminder, say), you can use your SMS/email templates and approved WhatsApp templates in a bulk send from the Contacts screen. See Sending bulk messages.
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