Using WhatsApp Message Templates and Snippets

Overview

Snippets are pre-written blocks of text or media that can be quickly inserted into active WhatsApp conversations, helping you respond faster and maintain consistency. WhatsApp Templates are a separate feature; they are pre-approved message formats used to contact people outside of the standard 24-hour messaging window.

Recent improvements allow you to preview a template's content, category, and language directly before sending it. You can also replace the media file in a template with a single click. These features may be available through the Labs section of your account settings.

Creating a Snippet

Before you can use a snippet, you need to create it.

1. Navigate to Marketing > Templates (Snippets).
2. Click Add Template (Snippet), then select Add Text Template (Snippet) to create a new one, or edit an existing snippet.
3. Give the snippet a clear, descriptive name and save it.

Sending a Snippet in a Conversation

Use snippets to reply quickly within an active chat.

1. Go to Conversations and open a WhatsApp chat with a contact. The contact must have sent a message within the last 24 hours.
2. Make sure WhatsApp is selected as the communication channel.
3. In the message composer, click the Insert Snippets icon.
4. Choose the snippet you want to use from the list. Its content will appear in the message box.
5. You can edit the text or insert dynamic values like custom fields or trigger links.
6. Click Send to deliver the message.

Previewing WhatsApp Templates

When sending a WhatsApp Template, you can now see a preview of it first.

1. In the message composer within Conversations or when using Bulk Actions, select the option to send a WhatsApp Template.
2. A preview of the template's content will appear instantly.
3. The preview also displays the template's category (such as Marketing or Utility) and its language next to the template name.
4. Review the preview and proceed with sending or scheduling the message.

Replacing Media in a Template

If a template includes an image, video, or document, you can easily swap it for a different file.

1. After selecting a template that contains media, the composer will show the media file and a Replace media option.
2. Click Replace media.
3. A file browser will open, allowing you to select a new file from your computer.
4. The new media will immediately replace the original in the preview.
5. Review the message and send it.

This change only applies to the message you are sending and does not alter the original template stored with WhatsApp.

Using Snippets and Templates in Workflows

You can automate the sending of these messages using workflows.

1. Go to Automation and create or edit a workflow.
2. After adding a trigger, include a WhatsApp: Customer Service Window Check action to verify the contact is within the 24-hour window.
3. In the branch for contacts who pass the check, add a WhatsApp message action.
4. You can choose to send a WhatsApp Template or select None – Free form message and manually insert snippet content.
5. If using a template, the workflow builder provides the same preview and media replacement options.
6. Save and publish the workflow.

Sending Templates via Bulk Actions

Send template messages to multiple contacts at once.

1. From the Contacts section, select the contacts you wish to message.
2. Choose Bulk Action > Send WhatsApp.
3. Select WhatsApp Template and use the preview to confirm the category and language.
4. If the template has media, use the Replace media control to upload a different file.
5. Confirm and execute the bulk send operation.

Troubleshooting and Tips

If you do not see the template preview or the option to replace media, try refreshing the page. Ensure your account has access to the updated features, which may be enabled in the Labs section under your Sub-account settings.

If media replacement fails, check that your file's type and size comply with WhatsApp's requirements. Remember that replacing media does not bypass the template's approved structure or formatting rules.

Frequently Asked Questions

What is a Snippet?

A Snippet is a saved piece of text or multimedia content within the CRM that agents can insert into live WhatsApp conversations to provide quick, standardized replies.

What is the difference between a Snippet and a WhatsApp Template?

WhatsApp Templates are official message formats that require approval from Meta/WhatsApp and are used to initiate conversations outside the 24-hour window. Snippets are internal, editable response blocks used for replying within an active 24-hour conversation and do not need approval.

Can I preview a WhatsApp template before sending it?

Yes. You can preview the template's content, category, and language directly in the message composer or within Bulk Actions before sending.

Can I change the media in a template when I send it?

Yes. When a template includes media, a Replace media button allows you to upload a different file from your device for that specific message.

Can I use Snippets to message someone outside the 24-hour window?

No. Snippets can only be used when a contact has an active conversation window, meaning they have sent you a message in the last 24 hours. To message outside this window, you must use an approved WhatsApp Template.