2. What it is
Snippets are text-type knowledge sources built for short, maintainable facts. They help teams react quickly when support information changes.
Snippets
Ship small knowledge updates quickly
Use snippets for concise answers that change often, without rewriting long-form documentation.
Short-form knowledge blocks
Snippets are compact text sources designed for factual, concise support answers that need quick updates. Each snippet consists of a title, optional description, and content body that gets indexed as a text-type source for semantic retrieval. They are optimized for short operational facts like limits, hours, and quick-reference procedures that change frequently.
Title, optional description, and content
Structure each snippet with a clear title and focused content body so the assistant can retrieve and present it accurately.
Indexed as text-type sources
Snippets are embedded and stored alongside other knowledge types, participating in the same retrieval pipeline as pages and documents.
Optimized for short operational facts
The format is purpose-built for high-signal, low-volume content like SLA details, service limits, and brief procedures.
Fast create/edit loop
Snippets can be created and updated in seconds through inline dialogs, making them the fastest knowledge type for rapidly evolving support details. Content changes trigger immediate re-indexing so the assistant starts using updated information right away. A detailed view mode lets teams review content before committing edits, reducing the risk of publishing errors.
Create and edit dialogs in app
Author and update snippets without leaving the main interface, keeping the feedback loop between detection and publication tight.
Immediate re-indexing on content changes
Every save triggers automatic re-embedding so the assistant always retrieves the latest version of each snippet.
Detailed view mode for review before edits
Preview the full snippet content and metadata before making changes to ensure accuracy and completeness.
Usage and status visibility
Each snippet tracks chunk counts, retrieval match volume, and active status so teams can measure what gets used and prune what does not. The active/inactive toggle lets you temporarily remove a snippet from retrieval without deleting it, supporting controlled rollouts and rollbacks. When a snippet is deleted, all associated indexed chunks are cleaned up automatically.
Active/inactive toggle
Temporarily disable a snippet from retrieval without losing the content, making it easy to roll back or stage updates.
Match count visibility
See how often each snippet is retrieved in conversations so you can identify high-value content and underperformers.
Deletion with indexed chunk cleanup
Removing a snippet automatically purges its indexed chunks from the knowledge base, keeping retrieval results clean.
3. When to use it
- Frequent updates to limits, availability, or brief policies.
- Short answer content that should stay easy to maintain.
- Rapid gap fixes from the Knowledge Gaps workflow.
4. When not to use it
- Long multi-section explainers (use Knowledge Pages).
- Exact mandatory response text (use Custom Answers).
- External doc sets that should sync automatically (use Knowledge Sources).
5. Setup steps in app
- Open Snippets and create a new entry.
- Add title and content, then save.
- Review chunk and match metrics in the table.
- Update content as information changes.
- Toggle inactive or delete when obsolete.
6. Best use cases
- Service-hour and SLA reminders.
- Quick plan-limit clarifications.
- Short troubleshooting checkpoints.
7. Common pitfalls and how to avoid them
- Pitfall: writing long articles in snippets. Avoid by moving deep material into pages.
- Pitfall: duplicate facts across many snippets. Avoid by assigning snippet ownership and deduping.
- Pitfall: leaving stale snippets active. Avoid with monthly stale-content review.
8. Success metrics to track
- Snippet retrieval counts and growth trends.
- Gap recurrence reduction for snippet-covered topics.
- Time-to-publish for urgent support updates.
9. Related capabilities
- Custom Answers for exact deterministic wording.
- Knowledge Pages for longer structured explanations.
- Knowledge Gaps for prioritizing snippet creation opportunities.
- Knowledge Sources for synced external documentation.
Which option should you use?
Use this matrix to choose the right knowledge option for each support intent.
| Intent | Best option | Why | Link |
|---|---|---|---|
| Exact policy wording | Custom Answers | Deterministic response for high-risk phrasing. | /custom-answers |
| Short operational facts | Snippets | Fast to publish and update. | /snippets |
| Multi-step guides | Knowledge Pages | Better for long-form structure and context. | /knowledge-pages |
| Synced external docs | Knowledge Sources | Best for URL crawl and document ingestion workflows. | /knowledge-sources |
| Operational constraints and fallback rules | Assistant Contexts | Adds scoped behavioral context without rewriting docs. | /assistant-contexts |
Pricing
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FAQ
10. Snippet FAQs
What kinds of content belong in snippets?
Use snippets for short high-signal facts like limits, brief procedures, and policy summaries. Learn more
How are snippets different from custom answers?
Snippets support retrieval-based responses, while custom answers are deterministic exact responses on semantic match. Learn more
Can snippets be disabled without deleting?
Yes. Snippets support active/inactive status toggles for controlled rollout and cleanup. Learn more
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