# Snippets your team shares

Keep the words your team writes again and again as snippets. Type ; and a shortcut in any email to put one in, with names and dates filled in.

Replies · Updated October 17, 2026 · https://userookery.com/help/snippets/

Snippets are words your team writes again and again, like how refunds work or what to send when something's late. You write one once, share it, and anyone can put it in an email in a couple of keystrokes. When you change a snippet, everyone gets the new words.

## Find your snippets

Go to **Settings**, then **Snippets**. You see every snippet you can use, in groups:

- **Mine**: only you see these.
- **Team**: everyone on the team can use these.
- One group for each inbox that has its own snippets.

Each row shows its shortcut (like `;refund`), its first line, who made it, when it was last used and how many times. Type in the search box to find one by its shortcut, its name or its words.

No snippets yet? You'll see three to start from, switched off. Switch one on and it's yours, to change and share.

## Make a snippet

1. In **Settings → Snippets**, click **New snippet**.
2. Give it a **Name**, like "Refund policy".
3. Check the **Shortcut**. Rookery suggests one from the name, like `refund`. If another snippet you can see already uses it, Rookery says so, and you pick another.
4. Write the **Words**. Bold, links and lists work as they do in an email.
5. For anything that changes each time, click **Add a variable** and pick one. It shows as a blue chip. You can use:
   - **First name**, **Last name** and **Full name**: theirs
   - **Company** and **Their address**
   - **My name** and **My first name**: whoever puts the snippet in
   - **Inbox name**: the inbox the email goes from
   - **Today**: the date, like October 17, 2026
   - **Person on point**: whoever has the conversation
6. Under **When there's nothing to fill a variable**, say what goes in instead, like "there" for a missing first name. Leave it empty and it becomes a blank to fill in.
7. Check the **Preview**. It shows the snippet as it would go in your latest conversation, or with sample details if you have none yet.
8. Under **Who can use it**, pick **Only me**, **The team**, or **Some inboxes**.
9. Click **Save snippet**.

To add files that go with it, like a returns form, open the snippet again and click **Attach a file**. They're attached to the email each time the snippet goes in.

## Put a snippet in an email

1. In a new email or a reply, type `;` and the start of the shortcut, like `;ref`.
2. A list opens with the snippets that match, best first. The one you're on shows beside the list as it will go in, with the variables filled.
3. Press `Tab` or `Enter` to put it in. Use the arrow keys to pick another, or `Esc` to keep the `;` as you typed it.

You can also type `/` and a word from the snippet's name.

If Rookery doesn't know a variable and there's no fallback for it, it shows as a grey blank, your cursor goes to it, and the email can't be sent until you fill it in.

## Save a reply as a snippet

Wrote a reply you'll want again? Open the conversation, click **⋯** on the reply you sent, and pick **Save as snippet**. The snippet editor opens with your words, and their first name in the greeting becomes a variable. Nothing is saved until you click **Save snippet**.

## Rookery and your snippets

When Rookery drafts a reply, it can use your team's snippets as the team's own wording when one fits. The draft then says which one, like "Used the Refund policy snippet", so you know where the words came from. It still waits for your yes like any draft.

Rookery only uses snippets shared with the team, or with the inbox the conversation is in. It never uses anyone's **Only me** snippets, and it never makes a snippet on its own.

## Who sees what

- **Only me** snippets are yours alone.
- **Team** snippets are for everyone on the team.
- **Some inboxes** snippets are only for people who can see one of those inboxes, and only show in email from them. Nobody else sees them, owners and admins included.
- Whoever made a shared snippet can change it, and so can owners and admins who can see it. Only its maker can make it **Only me** again.

## Good to know

- Changing a snippet doesn't change emails already written with it.
- Your old snippets from **Settings → Just me** are all here, as plain text. Open one to add formatting, a shortcut and variables.
- Signatures are separate: see [Signatures](https://userookery.com/help/signatures-and-snippets/).