# Messaging Basics

Once your WhatsApp accounts are connected through WhatSnap, you can send and receive messages directly within GoHighLevel. This seamless integration allows you to leverage all of GHL's powerful features while communicating through WhatsApp.

{% hint style="success" %}
**Native Integration**: WhatSnap messages appear directly in your GoHighLevel conversations, maintaining a unified communication experience.
{% endhint %}

## Understanding WhatSnap Channels

Depending on how you configured WhatSnap during installation, you'll interact with WhatsApp messages in one of two ways:

### SMS Channel Override (Recommended)

{% tabs %}
{% tab title="What It Means" %}
**WhatSnap Replaces SMS Channel**

When you choose to override the SMS channel:

* WhatsApp messages appear in the existing SMS conversation tab
* All SMS functionality is replaced with WhatSnap WhatsApp messaging
* Maximum integration with existing GHL workflows and features
* Seamless transition from SMS to WhatsApp without workflow changes
  {% endtab %}

{% tab title="Benefits" %}
**Full GoHighLevel Integration**

* **Unlimited Workflow Capabilities**: Access to all GHL workflow actions and triggers
* **Attachment Support**: Send images, videos, documents, and audio files
* **Wait Actions**: Use workflow wait actions to pause for WhatsApp responses
* **Contact Assignments**: Automatic contact assignment and routing
* **Internal Notifications**: Use WhatsApp for team notifications and alerts
* **Existing Automations**: All SMS-based automations work immediately with WhatsApp
  {% endtab %}

{% tab title="How It Looks" %}
**User Interface**

In your GHL conversations:

* **SMS Tab**: Now handles WhatsApp messages through WhatSnap
* **Unified Experience**: Same interface you're familiar with
* **Message History**: All WhatsApp conversations appear in SMS history
* **Contact Integration**: Full contact management capabilities
  {% endtab %}
  {% endtabs %}

### Custom WhatSnap Channel

{% tabs %}
{% tab title="What It Means" %}
**Separate WhatSnap Tab**

When you choose a custom channel:

* WhatSnap appears as a separate tab alongside Email, SMS, Official WhatsApp
* Maintains existing SMS functionality independently
* Requires webhooks for advanced automation
* More complex workflow setup required
  {% endtab %}

{% tab title="Benefits" %}
**Channel Separation**

* **Preserved SMS**: Keep existing SMS functionality intact
* **Clear Separation**: Distinct channels for different communication types
* **Parallel Operation**: Use both SMS and WhatsApp simultaneously
* **Specialized Workflows**: Different automation for different channels
  {% endtab %}

{% tab title="How It Looks" %}
**User Interface**

In your GHL conversations:

* **WhatSnap Tab**: Dedicated tab for WhatSnap WhatsApp messages
* **SMS Tab**: Continues to handle regular SMS messages
* **Multiple Channels**: Choose appropriate channel for each conversation
* **Channel-Specific Features**: Features may vary between channels
  {% endtab %}
  {% endtabs %}

## Sending Messages

### Using the Conversation Interface

{% stepper %}
{% step %}

#### Open Contact Conversation

Navigate to the contact you want to message in GoHighLevel conversations.
{% endstep %}

{% step %}

#### Select Communication Channel

Choose the appropriate channel:

* **SMS Override**: Use the SMS tab (now powered by WhatSnap)
* **Custom Channel**: Use the dedicated WhatSnap tab
  {% endstep %}

{% step %}

#### Compose Your Message

Type your message in the text area at the bottom of the conversation window.

{% hint style="info" %}
**Message Routing**: The message will be sent through the WhatsApp account associated with the contact's tag.
{% endhint %}
{% endstep %}

{% step %}

#### Send the Message

Click the send button or press Enter to deliver your message through WhatsApp.
{% endstep %}
{% endstepper %}

### Message Routing Logic

WhatSnap determines which WhatsApp account to use based on the contact's tags:

{% @mermaid/diagram content="graph TD;
A\["👤 User Sends Message"] --> B\["🏷️ Check Contact Tags"];
B --> C{Has WhatSnap Tag?};
C -->|"✅ Yes"| D\["🔍 Identify Associated Account"];
C -->|"❌ No"| E\["⚠️ Show Error/Use Default"];
D --> F{Account Connected?};
F -->|"✅ Yes"| G\["📱 Send via WhatsApp Account"];
F -->|"❌ No"| H\["🔌 Show Connection Error"];
G --> I\["✅ Message Delivered"];
E --> J\["❌ Cannot Send Message"];
H --> J;

```
classDef user fill:#e3f2fd,stroke:#1976d2,stroke-width:3px,color:#000000;
classDef process fill:#f3e5f5,stroke:#7b1fa2,stroke-width:2px,color:#000000;
classDef decision fill:#e1f5fe,stroke:#3f51b5,stroke-width:2px,color:#000000;
classDef success fill:#e8f5e8,stroke:#00695c,stroke-width:2px,color:#000000;
classDef error fill:#fce4ec,stroke:#7b1fa2,stroke-width:2px,color:#000000;

class A user;
class B,D,G process;
class C,F decision;
class I success;
class E,H,J error;" %}
```

### Message Types and Features

{% tabs %}
{% tab title="Text Messages" %}
**Simple Text Communication**

* **Character Limits**: Follow WhatsApp's standard character limits
* **Formatting**: Basic text formatting supported
* **Emojis**: Full emoji support for engaging communication
* **Links**: Automatic link detection and preview

**Best Practices:**

* Keep messages concise and clear
* Use professional language for business communication
* Include relevant context for better understanding
  {% endtab %}

{% tab title="Attachments" %}
**Rich Media Support**

{% hint style="success" %}
**SMS Override Advantage**: Full attachment support is available when using SMS channel override.
{% endhint %}

**Supported Attachment Types:**

* **Images**: JPG, PNG, GIF formats
* **Videos**: MP4 and other standard video formats
* **Documents**: PDF, Word, Excel, and other business documents
* **Audio**: Voice messages and audio files

**Attachment Guidelines:**

* Maximum file size limits apply (varies by type)
* Professional, relevant content only
* Ensure attachments add value to communication
  {% endtab %}

{% tab title="Quick Responses" %}
**Efficient Communication Templates**

* **Saved Responses**: Create and use templated responses
* **Quick Actions**: Common actions available with one click
* **Personalization**: Merge fields for personalized messages
* **Context-Aware**: Responses tailored to conversation context

**Setting Up Quick Responses:**

1. Access conversation settings
2. Create template responses
3. Use merge fields for personalization
4. Organize by category or use case
   {% endtab %}
   {% endtabs %}

## Receiving Messages

### Automatic Contact Creation

When someone messages your connected WhatsApp accounts:

{% stepper %}
{% step %}

#### Message Reception

WhatSnap receives the incoming WhatsApp message from your connected account.
{% endstep %}

{% step %}

#### Contact Check

The system checks if a contact already exists for the sender's phone number.
{% endstep %}

{% step %}

#### Contact Creation/Update

**New Contact**: Creates a new contact with appropriate tags and information **Existing Contact**: Updates existing contact and ensures proper tagging
{% endstep %}

{% step %}

#### Message Display

The message appears in your GoHighLevel conversations with full contact context.
{% endstep %}
{% endstepper %}

### Contact Information Extraction

WhatSnap automatically extracts available information:

**From WhatsApp Profile:**

* **Phone Number**: Primary contact identifier
* **Display Name**: Name shown in WhatsApp
* **Profile Picture**: WhatsApp profile photo when available
* **Status Message**: WhatsApp status when accessible

**Additional Processing:**

* **Account Tagging**: Automatic assignment of appropriate WhatsApp account tag
* **User Assignment**: Automatic user assignment if configured
* **Workflow Triggers**: Activation of relevant automated workflows
* **Contact Enrichment**: Integration with existing contact data

### Message Organization

{% hint style="info" %}
**Conversation Continuity**: All messages from a specific contact appear in a unified conversation thread, regardless of which team member responds.
{% endhint %}

**Conversation Features:**

* **Unified Thread**: All messages with a contact in one conversation
* **Team Collaboration**: Multiple team members can participate in conversations
* **Message History**: Complete history of all interactions
* **Context Preservation**: Maintain conversation context across sessions

## Multi-Account Messaging

### Understanding Account Selection

With multiple WhatsApp accounts connected, WhatSnap uses tags to determine routing:

**Scenario Examples:**

{% tabs %}
{% tab title="Customer Support" %}
**Contact**: Sarah Johnson **Tag**: `whatsnap-account-support` **Result**: Messages to Sarah are sent from the Support WhatsApp account

**Workflow:**

1. Sarah initially messaged the Support WhatsApp number
2. Her contact received the `whatsnap-account-support` tag
3. All messages to Sarah use the Support account
4. Consistent experience from one phone number
   {% endtab %}

{% tab title="Sales Follow-up" %}
**Contact**: Mike Chen\
**Tag**: `whatsnap-account-sales` **Result**: Messages to Mike are sent from the Sales WhatsApp account

**Workflow:**

1. Mike responded to a sales campaign
2. His contact received the `whatsnap-account-sales` tag
3. Sales team responses use the Sales account
4. Clear sales context maintained
   {% endtab %}

{% tab title="Account Switching" %}
**Contact**: Jennifer Williams **Original Tag**: `whatsnap-account-marketing` **New Tag**: `whatsnap-account-sales`

**Workflow:**

1. Jennifer initially responded to marketing (marketing tag)
2. Became qualified lead - tag switched to sales
3. Future messages use the Sales account
4. Seamless handoff between departments
   {% endtab %}
   {% endtabs %}

### Manual Account Switching

Sometimes you need to send messages from a different WhatsApp account than the one associated with a contact. WhatSnap provides powerful command-based solutions for this:

{% hint style="success" %}
**Command System**: WhatSnap includes special commands that allow you to override default account routing for specific messages or conversations.
{% endhint %}

**Available Commands:**

* **`#switch`**: Permanently change the WhatsApp account for a contact
* **`#switch_unique`**: Send one message from a different account without changing the association

*See the* [*Command System*](/whatsnap-docs/conversations/commands-system.md) *guide for detailed information on using these powerful features.*

## Workflow Integration

### SMS-Based Workflows (Recommended Setup)

When using SMS channel override, all existing SMS workflows work immediately with WhatsApp:

**Workflow Actions That Work:**

* **Send SMS**: Now sends WhatsApp messages through WhatSnap
* **Wait for Reply**: Waits for WhatsApp message responses
* **Message Triggers**: Trigger on incoming WhatsApp messages
* **Contact Assignment**: Automatic assignment based on WhatsApp interactions
* **Internal Notifications**: Send team notifications via WhatsApp

### Custom Channel Workflows

When using the custom WhatSnap channel, you'll need webhooks for automation:

**Webhook Integration:**

* **Send Messages**: Use webhooks to send WhatsApp messages
* **Trigger Workflows**: Configure webhook triggers for incoming messages
* **Advanced Automation**: Build complex workflows using webhook actions

*See the* [*Workflow Automation*](/whatsnap-docs/conversations/workflow-automation.md) *guide for detailed workflow setup instructions.*

## Message Status and Delivery

### Delivery Status Indicators

WhatSnap provides real-time message status information:

**Status Types:**

* **Sent**: Message sent to WhatsApp servers
* **Delivered**: Message delivered to recipient's phone
* **Read**: Recipient has read the message (when read receipts enabled)
* **Failed**: Message failed to deliver

### Message Tracking

**Analytics Available:**

* **Message Volume**: Total messages sent and received per account
* **Response Rates**: Percentage of messages that receive replies
* **Delivery Performance**: Success rates and delivery timing
* **Engagement Metrics**: Interaction patterns and contact engagement

## Best Practices for WhatSnap Messaging

### Professional Communication

{% hint style="success" %}
**Business Standards**: Maintain professional standards in all WhatsApp business communications to build trust and credibility.
{% endhint %}

**Communication Guidelines:**

* **Clear Subject Lines**: Start messages with clear context when needed
* **Professional Tone**: Maintain business-appropriate language
* **Timely Responses**: Respond promptly to maintain engagement
* **Relevant Content**: Keep messages focused and valuable

### Contact Management

**Organization Strategies:**

* **Tag Consistency**: Maintain consistent tagging for account routing
* **Contact Enrichment**: Add relevant information to contact profiles
* **Interaction History**: Keep detailed records of all interactions
* **Follow-up Planning**: Schedule and track follow-up communications

### Multi-Account Coordination

**Team Coordination:**

* **Account Responsibility**: Clear ownership of different WhatsApp accounts
* **Message Consistency**: Maintain brand voice across all accounts
* **Handoff Procedures**: Smooth transitions between accounts/departments
* **Performance Monitoring**: Track effectiveness across all accounts

## Troubleshooting Common Issues

### Message Delivery Problems

<details>

<summary>Messages Not Sending</summary>

**Possible Causes:**

* Contact missing WhatsApp account tag
* WhatsApp account disconnected
* Network connectivity issues

**Solutions:**

* Check contact has appropriate `whatsnap-account-` tag
* Verify WhatsApp account connection status
* Test connection and reconnect if necessary

</details>

<details>

<summary>Wrong WhatsApp Account Used</summary>

**Possible Causes:**

* Incorrect contact tagging
* Multiple conflicting tags
* Tag doesn't match any connected account

**Solutions:**

* Review and correct contact tags
* Remove duplicate WhatSnap account tags
* Ensure tag matches a connected WhatsApp account

</details>

<details>

<summary>Attachments Not Sending</summary>

**Possible Causes:**

* Using custom channel without full attachment support
* File size exceeds limits
* Unsupported file format

**Solutions:**

* Verify you're using SMS override for full attachment support
* Check file size and format requirements
* Test with different attachment types

</details>

## Next Steps

Now that you understand messaging basics:

1. [**Command System**](/whatsnap-docs/conversations/commands-system.md) - Master advanced message routing with commands
2. [**Workflow Automation**](/whatsnap-docs/conversations/workflow-automation.md) - Set up automated messaging workflows
3. [**Outreach Campaigns**](https://github.com/WhatSnap/documentation/blob/main/outreach/campaign-overview.md) - Create mass messaging campaigns
4. [**Performance Analytics**](https://github.com/WhatSnap/documentation/blob/main/settings/analytics.md) - Monitor and optimize messaging performance

{% hint style="info" %}
**Messaging Mastery**: Effective WhatSnap messaging combines understanding of account routing, proper contact management, and strategic use of automation features.
{% endhint %}


---

# Agent Instructions: Querying This Documentation

If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter:

```
GET https://whatsnap.gitbook.io/whatsnap-docs/conversations/messaging-basics.md?ask=<question>
```

The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.