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Snippets are reusable blocks of instructions that can be embedded in multiple runbooks. Create once, use everywhere — and updates automatically propagate.

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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 update a snippet, every runbook that uses it automatically gets the updated instructions.

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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

Update in one place, changes apply everywhere.

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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 in your runbook using the snippet reference syntax: 
After greeting the customer:

{{Include: Verify Customer Identity}}

Once verified, proceed with the password reset process.
In the editor, you can also use the Insert Snippet button:

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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:
  1. Changes save immediately
  2. All runbooks using the snippet get the update
  3. No need to update individual runbooks
Be careful when editing widely-used snippets. Changes affect all runbooks that include it.

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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