Lesson 04 · Reply faster

Snippets, variables and AI Assist.

Most customer questions repeat. These four tools let you answer them in seconds while keeping every reply personal and on brand. This is the single biggest time-saver your team will pick up.

Official guide on respond.io Read the guide

What you will learn

Use snippets to send saved replies in a couple of keystrokes
Drop in contact details accurately with variables
Let AI Prompts polish your wording and AI Assist draft a reply

Format

Video + guide

All four tools live in the message composer inside the Inbox. Here is what each one does and when to reach for it.

Type / to insert a saved reply

Type $ and the variable fills itself in

Hi $first_name, your order is ready for collection.

Hi Jordan, your order is ready for collection.

Snippets and variables in the composer: pick a saved reply with /, and $ personalises it automatically. Names shown are fictional.

Snippets: your saved replies

Snippets are standardised replies, or canned responses, for the questions you answer again and again, like opening hours, pricing, or directions. In the Inbox, insert one from the snippets icon, or type a slash and pick from the list.

Type / in the composer, then start typing to search by name.
Pick the snippet, review the content, and adjust anything before you send.
Always read it back so it fits the specific conversation.

Who creates snippets

Creating and editing snippets is done by Owners and Managers in Workspace Settings. If there is a reply you send constantly, ask your manager or your Zelix team to turn it into a snippet so the whole team benefits.

Variables: personal, without the typos

Variables pull in contact information automatically, like a first name, so messages feel personal without retyping details or risking a mistake. Type a $ in the composer to insert them. Variables work inside snippets too, so a single saved reply can greet every customer by name.

AI Prompts: polish in one click

AI Prompts work on text you have already written. Use them to adjust tone, translate a reply into the customer's language, fix grammar, or summarise a long message. It is the quickest way to make a reply read clearly and professionally.

AI Assist: draft a reply for you

AI Assist goes a step further and drafts a full reply for you, based on your recent messages and your knowledge sources: the PDFs, links and snippets your workspace has been given. Click AI Assist in the composer, review the draft, edit if needed, and send.

Always review before sending

AI Assist is a head start, not autopilot. Read every draft before it goes out, especially anything with prices, dates or promises. AI Assist helps a human reply. An AI Agent handles chats on its own. They are different features.

Composer shortcuts worth memorising

/	Opens snippets.
$	Inserts a variable.
: name	Adds an emoji by name.

You can also record and preview an audio message, or attach files, images and videos.

Zelix tip

Start by turning your ten most common questions into snippets. That alone removes most of the repetitive typing your team does in a day. Tell your Zelix team your frequent questions and we will help build the library and the knowledge sources behind AI Assist.

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