The Library in Enthu helps teams store and reuse snippets - short, meaningful call clips or references used for coaching, training, and quality alignment.
This article explains:
What snippets are
Who can create and manage them
How snippets are shared with agents
Common visibility issues
1. What are snippets?
Snippets are:
Short call clips or moments
Captured from real customer calls
Used to highlight:
Good practices
Mistakes
Coaching examples
Training references
They help teams learn from real conversations, not scripts.
2. Who can create snippets?
Typically, the following roles can create snippets:
Admins
QAs
QMs
TLs
3. Who can see snippets?
Common behavior
Snippets are not visible to agents by default
They must be explicitly shared with agents or teams
4. How to share snippets with agents
To make a snippet visible to agents:
Go to Library
Select the snippet
Share it with:
Agents with System Access or custom email
Once shared, agents can view the snippet in their Library.
5. Snippets not visible to agents — why?
Common reasons
Snippet is not shared
Agent is deactivated
6. Can agents edit or add snippets?
By default:
❌ Agents cannot create or edit snippets
✅ Agents can view shared snippets
If agents need creation access, this must be enabled explicitly by an Admin.
7. Snippets and call retention
If a call used for a snippet is:
Deleted due to retention
Wiped by auto wipe settings
The snippet may no longer be playable.
Important note
To preserve training content:
Exclude Library calls from auto wipe
Common mistakes to avoid
Assuming snippets are auto-visible to agents
Deleting calls used in the Library
Giving agents snippet creation access unintentionally
Using snippets without context during coaching