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Sending Snippets via WhatsApp with Stack

Snippets are powerful tools that streamline communication by providing pre-defined blocks of text or multimedia content. These can be particularly useful for customer service, promotional messages, or routine communications, helping you save time and maintain consistency in your interactions.

Table of Contents​

How to Send Snippets via WhatsApp​

  1. Create a Snippet:

    • Navigate to Marketing > Templates (Snippets) > Add Template (Snippet) > Add Text Template (Snippet).
    • Compose your message and save it for future use.

  2. Send a Snippet:

    • Go to Conversation > WhatsApp.
    • Click on Insert Snippets.
    • Select the desired Snippet from your list.
    • The Snippet will automatically populate in the message box. You can edit it or send it immediately by clicking Send.

Note: Snippets can only be sent if there is an open conversation window within the last 24 hours with the contact.

How to Send Snippets via Workflows​

  1. Create a Workflow:

    • Go to Automation > Create Workflow > Start from Scratch.
    • Add an action by selecting WhatsApp: Customer Service Window Check and save it.

  2. Insert Snippet:

    • Under Open Branch, add an action.
    • Choose WhatsApp > Select WhatsApp Template > None - Free form message > Snippets.

FAQs​

What are Snippets?​

Snippets are pre-defined blocks of text or multimedia content that you can save for quick and consistent communication. They are perfect for frequently used messages, such as customer service replies or promotional content.

What is the Difference Between Snippets and WhatsApp Templates?​

  • WhatsApp Templates: Pre-approved message formats for initiating conversations or sending notifications outside the 24-hour window. They require approval from Meta/WhatsApp.
  • Snippets: Pre-saved text blocks, also known as "canned responses," used during the 24-hour customer service window. They are customizable and do not require pre-approval.

How Do I Create a Snippet?​

To create a Snippet, navigate to Marketing > Templates (Snippets) > Add Template (Snippet) > Add Text Template (Snippet). Compose your Snippet, name it, and save it for future use.

How Do I Send a Snippet via WhatsApp?​

  • Go to Conversation > WhatsApp.
  • Click on Insert Snippets.
  • Select the Snippet you want to use.
  • The Snippet will auto-populate in the message box. Edit or send it by clicking Send.

Can I Personalize a Snippet Before Sending It?​

Yes, you can edit the auto-populated text in the message box before sending it. Use Custom Values and Trigger Links to add dynamic content based on the recipient’s information.

Is There a Time Limit for Sending Snippets?​

Yes, Snippets can only be sent if there is an open conversation window within the last 24 hours from the last inbound message.

What Happens if the 24-Hour Window Has Expired?​

If the 24-hour window has expired, you cannot send a Snippet directly. You'll need to start a new conversation or use a pre-approved WhatsApp template.