Use snippets for reusable guidance
Create concise private guidance for recurring situations, control its scope, resolve conflicts, and verify application.
Snippets provide short operational guidance to the Agent. They are useful when the same instruction should apply across conversations or when a product needs a focused explanation that does not belong in a public article or synchronized catalog field.
This guide focuses on snippet lifecycle and maintenance. Snippets remain private in the current Knowledge settings, so they should never be treated as public Helpdesk pages.
How this fits into Humind
Knowledge is the maintained source of non-catalog information used by Humind. Articles, snippets, imported webpages, documents, and external help-center sources have different ownership and visibility rules. Choose a source type that matches how the information will be maintained.
Public, published articles can also be projected into a Helpdesk. Snippets remain operational guidance rather than public Helpdesk pages. Keeping one authoritative source for each policy reduces conflicting answers and makes updates auditable.
Before you start
Access: Knowledge write access is required. Product-focused review may also require Catalog read access.
- Define the exact situation and desired behavior.
- Confirm the factual source and check for an existing article or snippet.
- Prepare a matching and non-matching Playground question.
Step-by-step workflow
Decide whether a snippet is appropriate
Choose a snippet for concise, stable guidance that should influence the Agent but does not need a public page. Choose an article for structured policies or explanations. Choose Catalog for product facts synchronized from commerce data.
If the instruction changes daily, depends on an external system, or duplicates a full policy, fix the source design before creating the snippet.
Write the snippet
Open AI Agent, Knowledge, choose New content, and select Snippet. Give it a searchable title that names the scenario, product, or rule. Write a direct instruction with enough context to distinguish when it applies.
For product work, the product detail or Test product panel can expose product Knowledge actions. Keep the guidance tied to the correct product and verify the current company and market.
Resolve overlap and scope
Search Knowledge and relevant product records for similar statements. Consolidate conflicts rather than adding priority language to a new snippet. A teammate should be able to explain which source wins and why.
Use stable customer intent or product context. Avoid broad wording such as 'always recommend this product' unless the business has approved that behavior and the exceptions are explicit.
Test and maintain
Run matching, non-matching, follow-up, and unavailable-product scenarios in Playground. Review the chosen product, factual explanation, and whether the snippet suppresses better alternatives.
Add an owner and review trigger. Update or remove snippets when campaigns end, products change, or a maintained article becomes the better source.
Permissions and important caveats
- Snippets remain private and are not included as Helpdesk articles.
- A snippet should not override incorrect Shopify product data or a maintained public policy.
- Broad guidance can affect unrelated conversations, so negative tests are mandatory.
- Product scope must be checked in the active company and market.
Verify the result
Use this checklist before considering the work complete:
- The snippet has one purpose, owner, scope, and factual source.
- No article, catalog value, or other snippet conflicts with it.
- Matching and follow-up tests improve while non-matching tests remain unchanged.
- The team knows when the snippet should be reviewed or removed.
Troubleshooting
The snippet never appears to apply
Confirm it is saved in the active company, tighten the title and instruction, verify the factual source, and test a clearly matching prompt in a fresh conversation.
The snippet dominates product recommendations
Remove blanket recommendation language, narrow the product or scenario, and test a shopper with different needs to confirm alternatives remain available.
A public reader needs the same information
Create or improve a structured public Knowledge article as the authoritative source, then keep only the small operational instruction in the snippet if it remains necessary.