Snippets are reusable message blocks for use within the 24-hour WhatsApp customer service window. This article explains how to send snippets from Conversations and Workflows, and describes the updated WhatsApp template handling: you can now preview templates at send time (with category and language metadata) and replace template media with a single click from local files. These improvements apply in Conversations and Bulk Actions.
TABLE OF CONTENTS
- Overview
- Step-by-step — Sending Snippets, Previewing Templates, and Replacing Media
- Step 1 — Prepare the Snippet or Template
- Step 2 — Send a Snippet from Conversations
- Step 3 — Preview WhatsApp Templates at Send Time (Conversations & Bulk Actions)
- Step 4 — Replace Media in a WhatsApp Template (One-Click)
- Step 5 — Send Snippets or Templates via Workflows
- Step 6 — Bulk Actions: Send Templates and Replace Media
- Troubleshooting & Tips
- FAQs
- Related articles
Overview
Snippets are saved text or multimedia blocks you can insert into active WhatsApp conversations for faster, consistent replies. WhatsApp Templates (pre-approved messages) are separate and used to message contacts outside the 24-hour window.
Recent updates:
Templates can be previewed at runtime inside the conversation composer and Bulk Actions.
Template category and language are displayed during selection.
Template media can be replaced in one click from local files.
New UI experience may be available behind Labs.
Note: To enable the updated Pipelines/UI features (if offered via Labs), go to Sub-account → Labs. (This T3 update for templates is expected to be available by default but check Labs if you don’t see the UI.)
Step-by-step — Sending Snippets, Previewing Templates, and Replacing Media
Step 1 — Prepare the Snippet or Template
Go to Marketing → Templates (Snippets).
Click Add Template (Snippet) → Add Text Template (Snippet) to create a snippet, or edit an existing snippet.
Save the snippet with a clear name for quick selection.
Step 2 — Send a Snippet from Conversations
Go to Conversations.
Open an active WhatsApp conversation with the contact. (There must be a message from the contact within the last 24 hours.)
Ensure WhatsApp is selected as the channel.
Click Insert Snippets (or the snippets icon) in the composer.
Select the snippet you want; it will auto-populate the composer.
Edit the snippet text if necessary (you can use Custom Values or Trigger Links).
Click Send.
Step 3 — Preview WhatsApp Templates at Send Time (Conversations & Bulk Actions)
In the message composer (Conversations) or Bulk Actions template selection:
Choose WhatsApp Template instead of free-form or snippet.
The UI displays an instant preview of the template content.
The preview shows template category (e.g., Marketing, Utility) and language next to the template name.
Confirm the template and proceed to send or schedule.
Notes:
Previewing at runtime removes the need to open WhatsApp settings to confirm template content.
Use the preview to verify category/language before sending.
Step 4 — Replace Media in a WhatsApp Template (One-Click)
When a selected template includes media (image, document, or video), the composer shows the media placeholder and a Replace media option.
Click Replace media.
Choose a file from your local device (file browser opens).
The selected media replaces the template media instantly in the composer preview.
Review the message and send.
Notes:
This is available in Conversations and Bulk Actions where template selection occurs.
Replacing media does not change the template itself in Meta/WhatsApp — it swaps the media at send time for that message instance.
Step 5 — Send Snippets or Templates via Workflows
Go to Automation → Create Workflow (or edit an existing workflow).
Add an initial trigger and then add action WhatsApp: Customer Service Window Check to confirm the contact is within the 24-hour window.
Under the Open branch of the check, add WhatsApp action.
Choose WhatsApp Template if you must use a template, or choose None – Free form message and insert snippet content programmatically.
If using a template, the workflow composer will show the template preview and allow media replacement similar to Conversations.
Save and publish the workflow.
Step 6 — Bulk Actions: Send Templates and Replace Media
Go to Contacts (or wherever Bulk Actions are available) and select the contacts you want to message.
Choose Bulk Action → Send WhatsApp (or the platform’s Bulk WhatsApp flow).
Select WhatsApp Template and use the runtime preview to verify category and language.
Use the Replace media control to swap local files if the template contains media.
Confirm and send the bulk operation.
Notes:
Bulk Actions follow the same template preview and media-replacement UX as Conversations.
Ensure recipients meet messaging rules (e.g., opt-in, allowed content).
Troubleshooting & Tips
If you do not see the template preview or replace-media options, try refreshing the conversation UI and confirm your account supports the updated experience.
If media replacement fails, verify file type and size meet WhatsApp and platform limits.
Templates with strict placeholders may still require compliance with Meta’s approved structure — replacing media does not bypass template formatting rules.
FAQs
Q: What is a Snippet?
Snippets are pre-defined blocks of text or multimedia saved in HighLevel that you can insert into active WhatsApp conversations for fast, consistent responses.
Q: What is the difference between Snippets and WhatsApp Templates?
WhatsApp Templates are pre-approved messages required to contact users outside the 24-hour window and must be approved by Meta/WhatsApp. Snippets are internal, editable canned responses used within the 24-hour window and do not require approval.
Q: Can I preview a WhatsApp template before sending?
Yes. Templates can now be previewed directly in the conversation composer and in Bulk Actions. The preview shows the message content along with the template’s category and language.
Q: Can I replace the media inside a template at send time?
Yes. If a template includes media, you can click Replace media and upload a file from your local device. This is available in Conversations and Bulk Actions.
Q: Do snippets work outside the 24-hour window?
No. Snippets can only be sent when the contact has an open 24-hour conversation window (i.e., an inbound message within the last 24 hours). To message outside that window, use a pre-approved WhatsApp template.
Q: Does replacing media change the saved template?
No. Replacing media swaps the media for that send instance only. The stored template remains unchanged and still reflects the original approved content.
Q: Where do I enable the new UI features if I don’t see them?
Check Sub-account → Labs for optional UI updates. If your account does not expose an option and you still don’t see the behavior, contact Support for account-level verification.
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