With its growing global adoption, managing your WhatsApp messages efficiently is key to ensuring customer satisfaction and lead acquisition. Since you might not be available to respond 24/7, let’s learn how to use the WhatsApp Interactive Messages action to send rich, engaging, and interactive experiences directly to your customers.

To start, navigate to the Workflows tab inside the Automation section and edit one of your workflows.

Prerequisites #

This action will work with any desired trigger; however, you must add the action WhatsApp: Customer Service Window Check, which helps you ensure the WhatsApp 24-hour Customer Service Window is open. Keep in mind you can’t reach out to customers with a freeform message outside that timeframe.

Setting Up Your Action #

• Click the plus sign icon underneath the Open branch to add your action.
• Select the WhatsApp Interactive Messages action from the right side menu.
• Select your interactive message type. You have four available options.

• Quick Reply Buttons: Allows users to choose from predefined options (up to 3) during a conversation, making responses quick and easy.
• List: Presents a scrollable list of options for users to select, useful for offering multiple choices in a structured way.
• Visit Website Button: Lets you replace long, messy URLs in message bodies with clean, tappable buttons.
• Contact: Shares contact information, such as a phone number or email, often used to save or share contact details.
• Location: Sends or requests a user’s geographical location via a map, helping with location-based services.

Quick Reply Buttons Type Settings #

• Set your button total from the dropdown menu.
• Select a header type, then enter the text or URL (for an image or video) you want on your header.
• Craft your message in the body and footer, then configure the timeout and branches before saving.

List Type Settings #

• First select the number of sections that will contain the options. You can add up to ten sections.
• Like with the Button option, enter your header, body, and footer.
• If needed, enter a list button text.
• Set your timeout for the customer to respond before the automation triggers the next step.
• Enter a title for your section so customers understand what options to expect.
• Use the Row Count for Section to define how many options will be under the section; you can add up to 10 options per section.
• Add your row title and description; repeat this step for each row you’ve added.
• Once done configuring your rows, repeat the process for any other section, then check the branches section. Each branch (except undelivered or timeout messages) is named after the section it belongs to, a space, and the row title. If correct, save your action.

Visit Website Button Type Settings #

• Select a header type, then enter the text or URL (for an image or video) you want on your header.
• Craft your message in the body and footer fields.
• Enter the URL you want to redirect customers to and the text you want in the CTA.
• Set your timeout for the customer to respond before the automation triggers the next step.
• Click Save Action after the branches are updated and you see the button text added.

Contact Type Settings #

This helps customers easily save a contact’s information, for example, a specific sales representative’s contact. Enter the contact’s information in the respective fields, then click Save Action.

Location Type Settings #

Enter the location’s name, address, latitude, and longitude, then click Save Action. Once finished, the action will be added to your workflow, along with any branches it contains. Configure any added options as needed and save your work.

Frequently Asked Questions #

What does the WhatsApp Interactive Messages action do? #

It sends rich, interactive messages such as buttons, lists, website buttons, contacts, and locations directly to your WhatsApp customers.

What is required before using this action? #

You must add the WhatsApp: Customer Service Window Check action to confirm the 24-hour Customer Service Window is open, since freeform messages can’t be sent outside that window.

What interactive message types are available? #

Quick Reply Buttons, List, Visit Website Button, Contact, and Location.

How many quick reply buttons can I add? #

You can add up to three predefined options with the Quick Reply Buttons type.

How many options can a List message hold? #

You can add up to ten sections, each with up to 10 options per section.

How are branches named for list responses? #

Each branch (except undelivered or timeout) is named after its section, a space, and the row title, so you can route follow-up actions accordingly.