xSellco Snippets help you provide faster and more personal responses by allowing you to quickly insert customer details such as name, Order ID, and other text snippets.


Snippets Breakdown

 

 

Using Snippets

xSellco Snippets allows you to pull in specific customer information, to help you provide personalized responses in an instant.

When responding to a message, simply enter ‘#’ and you will see a list of snippets appear.
 

Keep typing after # to search for a matching tag. i, for example, will select #consumer_firstname#.

Press Enter to confirm your selection.

 

Example

Below is an example template for a Shipping Query where the order is known to have been shipped.

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Dear #consumer_firstname#,

Many thanks for order inquiry. It was shipped to: #shipping_address# on #dispatched_on# using our #shipping_service_level# shipping service and is expected to arrive between #expected_delivery_date_from# and #expected_delivery_date_to#.

We look forward to doing business with you again in the future.

Kind regards,

Róisín

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This template will result in a fully automated personalized message to your customer. The text highlighted in bold has been automatically populated using the Snippet system.

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Dear John,

Many thanks for your order inquiry. It was shipped to:

John Smith

24 High Street

Glasgow

W12 8QT

on November 20 using our Expedited shipping service and is expected to arrive between November 21 and November 24.

We look forward to doing business with you again in the future.

Kind regards,

Róisín

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Inbuilt Snippets

Here’s a list of the Snippets which are already in your xSellco helpdesk and what they mean, so you can make the most of personalized responses for a better customer experience. If a name is not available their username will be populated.

 

General Snippets

Snippet

Description

Example

#consumer#

Customer's full name

John Smith

#consumer_firstname#

Customer's first name

John

#consumer_lastname#

Customer's last name

Smith

#consumer_email#

Customer's email

john.smith@xsellco.com

#consumer_username#

The customer’s username if available.

redBob

#ticket_id#

The unique ticket number for this thread of messaging

101179466

#current_date_time#

Today's date

01/01/2018

#agent_first_name#

Agent's first name

Jane

#agent_last_name#

Agent's last name

Smith

#agent_full_name#

Agent's full name

Jane Smith

 

Order related Snippets

Snippet

Description

Example

Notes

#expected_delivery_date_from#

The estimated earliest delivery date for the customer’s home country

03/01/2018

See Settings > Delivery configuration to configure this.

#expected_delivery_date_to#

The estimated latest delivery date for the customer’s home country.

07/01/2018

See Settings > Delivery configuration to configure this.

#dispatched_on#

When the customer’s order was dispatched.

01/01/2018

This will be blank unless the order has been dispatched.

#shipping_service_level#

The shipping service used.

Standard, Expedited

 

#shipping_address#

The customer’s shipping address

15-17 Percy Place

Dublin, Co. Dublin

D04 V250

Ireland

 

#order_number#

The customer’s order number.

112-1144013-9805059

 

#product_name#

Product name of the first order line item

GoPro HERO

 

#sample_order_item#

     

#sample_order_item_image#

     

#tracking_code#

The tracking number for the order

1Z88F42857152837588

This will be blank if the tracking number has not been entered in the order.

#product_id#

Based on the marketplaces product id.

B003R3IOS2

 

#total_order_cost#

The total cost of the order including the currency

€9.99

 

#destination_country#

The country in the customer’s shipping address

Ireland

 

#sku#

Product SKU of the first order line item.

C9-GPH

 

Got questions about any of your xSellco helpdesk features? We'll be happy to help. Get in touch with us at support@xsellco.com.