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Snippets are reusable blocks of instructions that can be embedded in multiple runbooks. Create them once, then insert them wherever the same procedure should appear.

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What are Snippets?

Snippets are instruction fragments you can include in any runbook. They’re perfect for procedures that appear in multiple contexts:
SnippetUsed In
”Verify Customer Identity”Password Reset, Account Recovery, Billing Dispute, Order Cancellation
”Check Subscription Status”Billing Questions, Feature Access, Upgrade Requests
”Standard Closing”All customer-facing runbooks
When you insert a snippet into a runbook, Duckie keeps it as a snippet embed so you can recognize and manage the shared procedure.

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Why Use Snippets?

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Consistency

The same procedure is executed the same way everywhere.

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Efficiency

Write once, use in many runbooks.

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Maintenance

Keep common instructions in one place instead of rewriting them in every runbook.

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Organization

Keep runbooks focused on their specific purpose.

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Creating Snippets

1

Navigate to Snippets

Go to Build → Snippets in your dashboard.
2

Click Create Snippet

Click Create Snippet to open the editor.
3

Name Your Snippet

Use a clear, action-oriented name:
  • Good: “Verify Customer Identity”, “Process Refund”
  • Avoid: “Snippet 1”, “Identity”
4

Write Instructions

Write the reusable instructions. These can include:
  • Steps
  • Conditional logic
  • Tool references
5

Save

Click Save to save your snippet.

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Example Snippets

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Verify Customer Identity

### Identity Verification

Before proceeding, verify the customer's identity:

1. Ask for their registered email address
2. Look up the account using [Account Search]
3. Ask them to confirm the last 4 digits of their payment method on file
4. If the digits match, proceed with the request
5. If verification fails after 2 attempts:
   - Thank them for their patience
   - Escalate to the security team with context
   - Provide expected follow-up timeline

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Check Subscription Status

### Subscription Check

Use [Subscription Lookup] to check the customer's subscription:

- **Active:** Proceed with the request
- **Past Due:** Mention the payment issue and offer to help resolve
- **Cancelled:** Explain their subscription has ended and offer reactivation
- **Trial:** Note trial expiration date if relevant to their question

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Standard Closing

### Closing the Conversation

After resolving the issue:

1. Summarize what was done
2. Ask: "Is there anything else I can help you with today?"
3. If no: Thank them for reaching out and wish them a great day
4. If yes: Continue helping with the new request

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Using Snippets in Runbooks

Insert snippets from the runbook editor: 
After greeting the customer:

Type @, choose Snippets, and select "Verify Customer Identity".

Once verified, proceed with the password reset process.
The inserted snippet appears as an embedded block in the runbook editor:

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Managing Snippets

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Viewing Usage

Each snippet shows which runbooks use it:

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Editing Snippets

When you edit a snippet from the Snippets page:
  1. Changes save immediately
  2. New runbook inserts use the updated snippet content
  3. Existing runbook embeds keep the content already saved in that runbook
Be careful when editing an embedded snippet from inside a runbook. Saving it back to the source snippet can update other runbooks that reference the same snippet.

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Deleting Snippets

Before deleting:
  1. Check which runbooks use the snippet
  2. Remove or replace the snippet references
  3. Then delete the snippet

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Best Practices

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When to Create a Snippet

Create a snippet when:
  • The same instructions appear in 2+ runbooks
  • The procedure needs to be consistent everywhere
  • You want to update the procedure in one place

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Snippet Scope

Keep snippets focused:
  • Good: “Verify Customer Identity” — one clear purpose
  • Avoid: “Handle Customer” — too broad

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Naming

Use action-oriented names that describe what the snippet does:
  • “Verify Customer Identity”
  • “Check Order Status”
  • “Process Refund Request”
  • “Standard Closing”

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Documentation

Add comments in your snippet explaining:
  • When to use it
  • What it accomplishes
  • Any prerequisites

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Next Steps

Create Runbooks

Build runbooks using snippets

Tools

Reference tools in snippets