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.
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