WhatsApp: Support for Snippets under Workflow Action

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We are excited to introduce a powerful new feature: Support for Snippets under the WhatsApp action in Workflows. With this update, you can now create and use predefined message templates, called snippets, in your WhatsApp Workflow automations. This allows you to streamline responses, enhance efficiency, and maintain consistent communication with your customers.

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  1. No Meta Approval Required:

    Unlike WhatsApp Marketing and Utility Templates, which require Meta’s pre-approval, snippets do not need to be approved by Meta. This gives you full flexibility to create and change your messages on the fly. You can customise the entire text in a snippet, without worrying about the approval process that is necessary for templates where only the variables can be altered.

  2. Send Unlimited Snippets Within the 24-Hour Customer Service Window:

    Once a customer sends a message, a service conversation is opened for 24 hours, during which you can send an unlimited number of snippets without incurring additional charges.

  3. First 1,000 Service Conversations Free Each Month:

    You can take full advantage of this feature, as the first 1,000 service conversations each month are free of cost, helping you save significantly while enhancing communication.

  4. Send Snippets via Workflows:

    You can now include WhatsApp message snippets in your automated workflows, allowing you to send predefined responses or promotional messages through the WhatsApp channel.

  5. Predefined Templates for Quick Responses:

    Snippets enable you to create templates for frequently used messages, making it easier to send common replies, promotional content, or any routine communication quickly.

  6. Customisable Snippets with Dynamic Content:

    Enhance your snippets by incorporating custom values or trigger links, ensuring that each message is personalised to the recipient.

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Using snippets within a WhatsApp service conversation allows you to send unlimited messages within a 24-hour window from the last inbound message. This means you only incur messaging costs once per 24-hour period, even if multiple snippets are sent. Additionally, the first 1,000 service windows each month are completely free, maximising cost-efficiency.

  1. Go to Automation > Create Workflow > Start from Scratch

  2. Add Action > Select WhatsApp: Customer Service Window Check > Save Action

  3. Under Open Branch > Add Action > WhatsApp > Select WhatsApp Template > None – Free form message > Snippets

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