Create a Snippet
A snippet is reusable message content that can be inserted into the message composer instead of typing the same response repeatedly. To create a snippet:
Go to Marketing > Templates (Snippets).
Click Add Template (Snippet).
Select Add Text Template (Snippet).
Enter a clear name for the snippet.
Add the message content.
Add supported Custom Values or Trigger Links when needed.
Click Save.
Use descriptive snippet names so users can identify the correct response quickly when selecting one from Conversations or a workflow.
Send a Snippet From Conversations
Snippets can be inserted directly into an active WhatsApp conversation.
To send a snippet:
Go to Conversations.
Open the contact's conversation.
Confirm that the contact has sent a WhatsApp message within the active 24-hour customer service window.
Select WhatsApp as the message channel.
Click the Snippets icon in the message composer.
6. Select the snippet you want to use from the available templates.
7. Confirm that the snippet content appears in the WhatsApp composer.
8. Edit the inserted text if needed.
9. Confirm that any Custom Values or Trigger Links contain the correct information.
10. Click Send.
Selecting a snippet inserts its content into the composer. The inserted content can be reviewed or edited before the message is sent.
Preview a WhatsApp Template Before Sending
Approved WhatsApp templates can be previewed when selecting a template for a message. To preview a WhatsApp template:
Open the WhatsApp message composer in Conversations, or open the WhatsApp template selection during a supported bulk action.
Choose a WhatsApp Template instead of a free-form message or snippet.
Select the approved template you want to use.
Review the template preview before sending.
Verify the displayed template content.
Verify the template category, such as Marketing or Utility, when shown.
Verify the template language when shown.
Continue with the send or scheduling process after confirming the template.
The runtime preview allows you to review the selected template without opening WhatsApp settings separately.
Replace Media in a WhatsApp Template
If an approved WhatsApp template contains supported media, the media can be replaced for the individual message when the send interface provides the Replace media option. Supported template media can include:
Images.
Documents.
Videos.
To replace template media:
Select the WhatsApp template.
Locate the media placeholder in the composer or template preview.
Click Replace media.
Select the replacement file from your device.
Confirm that the new file appears in the message preview.
Review the rest of the template.
Send or schedule the message.
Replacing media at send time changes the media for that individual message only. It does not modify the stored or Meta-approved WhatsApp template.
Send Snippets or Templates From a Workflow
A workflow can use the WhatsApp customer service window status to determine whether a free-form message can be sent or whether an approved WhatsApp template is required. To configure the workflow:
Go to Automation.
Create a workflow or open an existing workflow.
Add the trigger that should enroll the contact.
Add the WhatsApp: Customer Service Window Check action.
Save the action.
The Customer Service Window Check creates separate paths based on whether the WhatsApp customer service window is open or closed.
Under the Open branch, add a WhatsApp action when you want to send a message while the customer service window is open.
Configure the WhatsApp action.
Select None - Free form message when sending free-form content during an open customer service window.
Select a saved snippet when you want to populate the free-form message with reusable content.
Review the populated message.
Click Save Action.
7. Configure the Closed branch separately when the contact must receive an approved WhatsApp template instead of a free-form message.
8. Save the workflow.
9. Test the workflow.
10. Publish the workflow when configuration is complete.
The customer service window check should be used when the workflow needs different behavior depending on whether free-form WhatsApp messaging is currently permitted.
How the Customer Service Window Check Works
The WhatsApp: Customer Service Window Check workflow action creates two branches:
Open: The contact currently has an open WhatsApp customer service window.
Closed: The customer service window is no longer open.
When the window is open, a workflow can use supported free-form WhatsApp messaging. When the window is closed, use an approved WhatsApp template when WhatsApp requires template messaging to restart the conversation.
Send WhatsApp Templates With Bulk Actions
Bulk actions can be used to send approved WhatsApp templates to multiple eligible contacts when the WhatsApp bulk messaging option is available. To send a WhatsApp template through a bulk action:
Go to Contacts.
Select the contacts you want to message.
Open the available bulk actions.
Select the WhatsApp sending option.
Choose WhatsApp Template.
Select the approved template.
Review the runtime template preview.
Verify the template category and language when displayed.
If the template contains replaceable media, use Replace media to select the file for that send.
Review the message configuration.
Confirm and start the bulk operation.
Recipients must meet applicable WhatsApp messaging, consent, and content requirements before messages are sent.
Snippets vs. WhatsApp Templates
A snippet is reusable content stored in Kyrios for quickly inserting text into a message composer. A WhatsApp template is a Meta-approved message format used when WhatsApp requires template messaging. Snippets:
Are reusable message content inside Kyrios.
Can be edited after they are inserted into the composer.
Do not require Meta template approval.
Require an open customer service window when used as free-form WhatsApp content.
WhatsApp templates:
Must be approved through the applicable WhatsApp template process.
Can be used when template messaging is required.
Have an approved structure, category, and language.
Can support approved media and variables.
Must continue to follow the approved template structure when sent.
Common Issues and Fixes
The snippet does not appear in the WhatsApp composer
Confirm that you selected the WhatsApp channel before inserting the snippet. Also confirm that the snippet was saved successfully and that you selected the correct snippet from the available list.
A free-form WhatsApp message cannot be sent
Confirm that the contact has an open WhatsApp customer service window. If the customer service window is closed, use an approved WhatsApp template when template messaging is required.
The workflow sends contacts down the Closed branch
The WhatsApp: Customer Service Window Check sends contacts to the Closed branch when the customer service window is not open. Configure the Closed branch with the appropriate approved WhatsApp template instead of relying on a free-form message.
The WhatsApp template preview does not appear
Refresh the applicable messaging interface and select the WhatsApp template again.
If the runtime preview is still unavailable, confirm that the feature is available in your account and that you are using the current supported WhatsApp messaging interface.
The Replace media option does not appear
The Replace media control applies only when the selected WhatsApp template contains supported replaceable media. A text-only template does not require a media replacement control.
Media replacement fails
Confirm that the selected file meets the supported WhatsApp and platform requirements for that media type, including file type and file size. Replacing media does not bypass the structure or requirements of the approved WhatsApp template.
I do not see the updated WhatsApp messaging options
Check the available feature or Labs settings in your account, if applicable. If the feature is not available there, contact Support to confirm whether the updated WhatsApp experience is enabled for the account.
FAQ
What is a snippet?
A snippet is reusable message content saved in Kyrios that can be inserted into a message composer for faster and more consistent responses. When a snippet is used as free-form WhatsApp content, the contact must have an open customer service window.
What is the difference between a snippet and a WhatsApp template?
A snippet is reusable content stored in Kyrios and does not require Meta template approval. A WhatsApp template is an approved message format used when WhatsApp requires template messaging, including when a free-form customer service window is not open.
Can I edit a snippet before sending it?
Yes. After a snippet is inserted into the composer, its text can be reviewed and edited before the WhatsApp message is sent.
Can I preview a WhatsApp template before sending it?
Yes. Where the runtime template preview is available, you can review the selected WhatsApp template directly during message selection in Conversations or supported bulk actions. The preview can display the template content, category, and language.
Can I replace media inside a WhatsApp template before sending it?
Yes, when the selected template contains supported media and the send interface provides the Replace media control. The replacement applies only to that message instance.
Does replacing media change the approved WhatsApp template?
No. Replacing media during a send does not modify the saved or Meta-approved WhatsApp template. Only the media used for that individual message is changed.
Can snippets be used outside the 24-hour customer service window?
No. A snippet inserted as a free-form WhatsApp message requires an open customer service window. When the window is closed, use an approved WhatsApp template when template messaging is required.
How can a workflow determine whether free-form WhatsApp messaging is available?
Add the WhatsApp: Customer Service Window Check action to the workflow.
The action creates an Open branch and a Closed branch so the workflow can use the appropriate messaging method for the contact's current WhatsApp window.
Can I use a snippet in a WhatsApp workflow action?
Yes. When configuring a free-form WhatsApp workflow action during an open customer service window, a saved snippet can be selected to populate reusable message content.
Can WhatsApp templates be sent with bulk actions?
Yes, when the WhatsApp bulk messaging option is available. Select the contacts, choose the WhatsApp bulk action, select an approved template, review the template configuration, and complete the bulk send.