Build and use Modmail snippets

Turn answers your team repeats into saved replies. You'll create a snippet in the dashboard, preview it in an open ticket, and send it to a member without retyping the message.

Before you startCopy Anchor Link

Select your group and bot in the dashboard. You need Manage Modmail to edit its snippet library, or you can use your access as the group owner. To send a snippet, you also need permission to work in the ticket.

Choose one useful answer to save first, such as a greeting or instructions for reporting a problem. Each bot has its own shared snippet library.

Save a complete answerCopy Anchor Link

Write a reply that another staff member can recognize and send without having to rewrite it.

1. Open Modmail > Snippets.
2. Select Create a new snippet.
3. Enter Snippet Title, such as "Information we need."
4. Write Content that explains the next step. For example: "To help us investigate, send the steps you followed, what you expected to happen, and a screenshot of any error."
5. Optional: Use Add variable to personalize the reply with available member, server, or ticket details.
6. Review the preview, then select Create.

Keep the delivered answer within 4,096 characters. Longer replies are shortened, so split detailed instructions into separate snippets when needed. The template variable reference lists the details you can insert.

Decide whether to offer a close buttonCopy Anchor Link

Enable Close button when the answer gives the member everything they need and you want to let them finish the conversation themselves.

The snippet adds a red Close button. Sending it doesn't close the ticket; the member chooses whether to use the button. Leave this setting off for questions that still need a response.

Preview the snippet in a ticketCopy Anchor Link

Check your answer before sending it to a member, especially when it includes template variables.

1. Open a ticket channel in Discord.
2. Run /modmail snippet preview.
3. In snippet, type the title and choose its suggestion, or enter its ID.
4. Submit the command and review the preview.

Inside an open ticket, the preview fills variables with that ticket's details. It doesn't send the answer to the member.

Send the saved replyCopy Anchor Link

Stay in the open ticket channel when you're ready to share the answer.

1. Run /modmail snippet send.
2. Choose your saved reply in snippet.
3. Optional: Set anonymously to hide your identity from the member for this send.
4. Submit the command and check the delivered reply.

The reply appears in the ticket channel and the member's DMs. If you see "Ticket not found," move to an open ticket channel and try again.

Keep the library usefulCopy Anchor Link

Update the existing snippet when instructions change so your team keeps one current answer.

1. Return to Modmail > Snippets and select the snippet.
2. Edit its title, content, or close-button setting.
3. Select Save Changes.
4. Preview it again before the next send.

Updates apply to future sends. Already-sent messages stay the same. Before deleting a snippet, review Used in flow and replace any automatic uses that still need it; deleting a shared snippet has no restore action.

Next stepsCopy Anchor Link

Use a category's Welcome snippet or Close snippet to send a saved answer automatically. Read category settings for setup, or send snippets in chat to learn how to replace an earlier reply with saved wording.