Messaging Basics

Learn how to send and receive WhatsApp messages through GoHighLevel using WhatSnap's integrated messaging system and communication channels.

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.

Native Integration: WhatSnap messages appear directly in your GoHighLevel conversations, maintaining a unified communication experience.

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)

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

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

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

Custom WhatSnap Channel

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

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

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

Sending Messages

Using the Conversation Interface

1

Open Contact Conversation

Navigate to the contact you want to message in GoHighLevel conversations.

2

Select Communication Channel

Choose the appropriate channel:

• SMS Override: Use the SMS tab (now powered by WhatSnap)

• Custom Channel: Use the dedicated WhatSnap tab

3

Compose Your Message

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

Message Routing: The message will be sent through the WhatsApp account associated with the contact's tag.

4

Send the Message

Click the send button or press Enter to deliver your message through WhatsApp.

Message Routing Logic

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

Message Types and Features

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

Attachments

Rich Media Support

SMS Override Advantage: Full attachment support is available when using SMS channel override.

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

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

Receiving Messages

Automatic Contact Creation

When someone messages your connected WhatsApp accounts:

1

Message Reception

WhatSnap receives the incoming WhatsApp message from your connected account.

2

Contact Check

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

3

Contact Creation/Update

New Contact: Creates a new contact with appropriate tags and information Existing Contact: Updates existing contact and ensures proper tagging

4

Message Display

The message appears in your GoHighLevel conversations with full contact context.

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

Conversation Continuity: All messages from a specific contact appear in a unified conversation thread, regardless of which team member responds.

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:

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

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

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

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:

Command System: WhatSnap includes special commands that allow you to override default account routing for specific messages or conversations.

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 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 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

Business Standards: Maintain professional standards in all WhatsApp business communications to build trust and credibility.

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

Messages Not Sending

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

Wrong WhatsApp Account Used

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

Attachments Not Sending

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

Next Steps

Now that you understand messaging basics:

1. Command System - Master advanced message routing with commands

2. Workflow Automation - Set up automated messaging workflows

3. Outreach Campaigns - Create mass messaging campaigns

4. Performance Analytics - Monitor and optimize messaging performance

Messaging Mastery: Effective WhatSnap messaging combines understanding of account routing, proper contact management, and strategic use of automation features.