Every support team has a list of questions they answer the same way every single time. The password reset. The refund window. The shipping cutoff. These do not live in a knowledge base article. They live in someone's head, or a pinned Slack message, or a doc nobody can find.

Snippets are the fastest way to get those answers into your agent. You write them directly in Outlearn - no integration, no formatting, no setup. Your agent learns them immediately and uses them every time that question comes up.

In this article, you'll learn:

• What snippets are and when to use them
• How to create a snippet
• How to format snippet content
• How to manage and delete snippets

What Is a Snippet?

A snippet is a short, manually written answer that lives inside Outlearn. Unlike other sources that pull content from external tools, snippets are created directly in your dashboard - no integration required.

When a user asks a question that matches a snippet's topic, your agent uses that snippet as the basis for its response.

Use snippets for:

• Frequently asked questions that aren't in your knowledge base
• Quick answers that don't need a full article (e.g., "What are your support hours?")
• Temporary content you want to add quickly without updating your KB
• Responses to very specific questions your agent consistently gets wrong

Creating a Snippet

1. Go to the Sources tab.
2. Click + Add Snippet - either the button in the top right corner or the one in the center of the screen if no sources exist yet. Both do the same thing.
3. The Add Snippet panel opens. Click on Untitled Snippet at the top and give your snippet a clear, descriptive title.

The Save Snippet button stays inactive until you add a title. You must have a title to save.

4. Write your snippet content in the text area below the toolbar.
5. Set the accessibility - see the next section for what each option means.
6. Click Save Snippet.

Formatting Your Snippet

The toolbar gives you basic formatting options to structure your content clearly:

Setting Accessibility

Before saving, choose who your agent should use this snippet for:

• Public: The snippet can be used when answering any user - including public-facing customers.
• Internal: The snippet is only used when the agent is responding to authenticated, logged-in users within your organization.

For a full explanation of Public vs. Internal, see Public vs. Internal: Controlling Who Your Agent Answers.

Managing Snippets

Snippets appear in your Sources list. You can manage them individually by expanding any source that contains snippets.

Toggling a Snippet On or Off

Click the toggle next to a snippet to turn it on or off without deleting it. A toggled-off snippet won't be used by your agent until you turn it back on.

Changing Accessibility After Saving

Click the accessibility dropdown next to any snippet in the list to switch it between Public and Internal at any time.

Deleting a Snippet

Click the three dots (⋮) next to the snippet and select Delete. Deletion is permanent.

Best Practices

• Write snippet titles the way a user would ask the question - for example, "What are your refund policy terms?" rather than "Refund Policy." This helps the agent match the snippet to real questions more accurately.
• Keep snippet content concise and direct. Long snippets work against you - your agent performs best with focused, specific answers.
• Review your snippets periodically and delete or update any that are outdated. Stale content leads to wrong answers.
• Use snippets to patch gaps you discover in Analytics → Content Gaps. If users keep asking something your agent can't answer, a snippet is the fastest fix.