Snippets (Quick Replies)
Last updated: September 9, 2026
Snippets are short question-answer pairs that serve as a prioritized knowledge source for the AI bot. They are faster and more targeted than complete articles.
Create a Snippet
- Knowledge Base → Snippets → "New Snippet"
- Fill in the fields:
| Field | Description |
|---|---|
| Question | The typical visitor question |
| Answer | The correct answer |
| Priority | Higher priority = preferred by the AI bot |
| Locale | Language of the snippet |
Examples
| Question | Answer |
|---|---|
| What does the Pro Plan cost? | The Pro Plan costs 59€/month per seat. You can find all details on our pricing page. |
| How can I cancel? | You can terminate your subscription at any time under Settings → Billing → "Cancel Plan". |
| Do you support GDPR? | Yes, SilentChat is fully GDPR-compliant. Details in our privacy policy. |
Snippets vs. Articles
| Property | Snippets | Articles |
|---|---|---|
| Length | 1–3 sentences | Any length |
| Structure | Question → Answer | Free Markdown structure |
| AI Priority | High (if enabled) | Normal |
| Public | No (AI-internal only) | Yes (public KB) |
| Usage | Quick, precise answers | Detailed explanations |
Snippet Priority
If "Snippet Priority" is enabled in the AI configuration, snippets are passed to the AI bot as context before articles. This results in:
- More precise answers for frequent questions
- Faster processing (fewer context tokens)
- Better control over bot answers
Match Tracking
Each snippet has a match counter that counts how often it has been used as context by the AI bot. This way, you can see which snippets are particularly valuable.