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Interactive WhatsApp messages

What is interactive messages?

WhatsApp Interactive Message is a WhatsApp Business API messaging feature with interactive buttons where app users can choose a response option to receive further information. This feature allows customers and companies to easily communicate their needs and respond to each other.

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The interactive message template allows you to add quick reply buttons to enhance the user experience. Allowing your users to quickly understand how they can interact with WhatsApp to get the information they want.

You can also include a call to action (CTA) button by replacing the quick reply option with a CTA button. Here, users can add buttons such as a “Call Us” button that redirects to a call instead of manually entering a phone number, or a “Visit Our Website” button that redirects the customer directly to a specific company web page.

You can combine different types of interactive messages, which will make the algorithm more understandable and intuitive for the client.

Types of interactive WhatsApp messages:

Let’s look at some examples of how you can use interactive messages:

1. Reply buttons

Messages with reply buttons allow the customer to choose up to three reply options.

What is the advantage of this type of interactive messaging?

  • These buttons provide highly interactive and intuitive communication, simplifying the user’s response and further interaction with the company’s chatbot.
  • These buttons improve the automation of your business, but keep in mind that human attention is also necessary.
  • They are great for automating your collection, payment or invoicing processes.

Please note that as with WhatsApp templates, even reply buttons require prior approval from WhatsApp to use.

2. Call to action (CTA)

This CTA template is similar to the first reply button template, but has its own twist. These are basically buttons that offer users specific actions depending on their case. For example: make a purchase, talk to an manager, confirm an appointment, etc.

The difference between these types is that the first template provides an answer, and the second – reproduces a specific action – redirects the user to the site via a link, makes a call, confirms a certain action.

3. Lists of messages

This type of message offers up to 10 options to choose from, which significantly speeds up and improves customer service. If your business offers a wide range of services, these types of messages are essential.

What is the advantage of this type of interactive messaging?

  • These lists can be modified according to the needs of each specific client.
  • It is possible to create a detailed description of each answer option.
  • Unlike other templates, lists do not require prior approval by WhatsApp.
  • For each option in the list, you can add a quick answer.

Please note that images and videos cannot be included in these listings, only text is available.

Let’s look at some examples of how you can use interactive messages:

1. Customer support

You can use list messages to offer instructions and FAQs when a customer has standard questions or needs technical support.

You can use the message to display a list of FAQ, from which the customer can select and receive a reply message and a button to email, call, or request a call from the company.

Thus, the company has the opportunity to focus its resources only on those customers who need the intervention of a live employee.

2. Promoting In-store Walk-ins

If you have both an online and offline presence, you can use a combination of messages to promote your business. For example, when someone reaches out to you online asking for your store location, you can use a list message to share a selection of nearby offline locations.

You can then send messages with reply buttons to allow users to mark the purchase offline, make a purchase on your website, or continue shopping within WhatsApp itself.

3. Get repeat orders from customers

Another intuitive way to make shopping easier for your customers is to re-order items from a recent purchase. With message lists, you can display up to 10 of the customer’s most recent orders, allowing them to re-select what they would like to buy.

You can then use a combination of images of a single product or multiple products to confirm items in your order, and add reply buttons with your order payment method.

4. Change of order information

The consumer may wish to request a change to the delivery address of the order or personal information. With interactive messaging, you can shorten your email correspondence to accomplish this simple task.

You can use messages with reply buttons to show them a limited set of options to change their personal information. For example, you can display 3 options: email address, shipping address, phone number.

The WhatsApp Business API will have deep integration with your storefront’s CMS to ensure that no data is lost in the transition.

5. Make returns/exchanges/refunds easier

Almost 65% of consumers hesitate to make an online purchase simply because they are unsure about the ease of returning, exchanging or requesting a refund from a company.

You can use reply button messages to offer quick choices and responses – returns, exchanges, and refunds, as well as other types of interactive messages based on the consumer’s response.

For example, if customers choose to exchange, a list message can be used to display all available sizes/options or other product options.

Recommendations for using interactive messages in WhatsApp

1. Comply with character limits

Remember that WhatsApp messages are displayed on the screens of mobile devices. Unlike computers, these screens are smaller, so there are some general limitations on the various elements of an interactive message.

You can learn more about character limits here.

2. Make your messages as precise as possible

If you want to get the most out of interactive messaging, you need to declutter the items you list in the menu. Each answer option, button or other elements must be accurate and must not confuse the user when interacting with WhatsApp.

3. Don’t forget the basics of WhatsApp marketing

The ability to create lists or add buttons should not distract you from the basics of WhatsApp marketing. Remember to format your messages correctly, add emoticons to your message and use visual effects to attract attention even in your interactive messages.


Is it possible to generate the quick replies button dynamically as per the situation?

No, you are allowed to use only approved templates on your WhatsApp Official Number, once the quick reply buttons are approved by WhatsApp it’s not possible to change the button name or its position, however while sending the message you will have the option to pass your own custom payload for each button and the same will be pushed back to your server when the user clicks on the buttons.

Is it possible to change the Call to Action URL dynamically?

The base url can’t be changed once its approved however you will have an option to dynamically pass the value through  variable like https:// /t/{{1}} can be replaced with https:// /t/order-id123456789

Can I use the existing approved templates by adding only buttons?

No, you can’t use existing button templates, however you can request a new template with similar message text along with a quick reply button or call to action as per your business requirements.

Are WhatsApp Buttons supports in all template types?

Yes, Buttons can be used with all type of template types i.e Text, Image, Video & Document (.PDF)

Is there any extra cost for sending WhatsApp Interactive Templates?

No, the cost is the same for the template messages as per the designation country.

Can I send the WhatsApp Interaction buttons through Session Messages?

Yes, if the 24 hours session window is active against the user then you will able to send the WhatsApp Interaction button and it won’t be billed as per the destination country charges still counted as session messages and billed as per your plan.

How do know which user and which button is clicked?

While sending a message you will have the option to pass a custom payload for each button and when the user clicked on the button you will get the payload you passed along with the message context id.

Can I change the buttons order/position while sending messages?

No, button order can’t be changed while sending messages, so please make sure that you have passed the correct position while requesting a template.

Is it possible to track the clicks on the Call to Action buttons?

No, when a user clicks on the call to action button it redirects the user either into a webpage or dials a number as per the button type they clicked, so it’s not possible to get the click reports for Call to Action button type.

Is it possible to change the phone number in the Call to Action Phone Number?

No, once the button is approved it’s not possible to change the value in the Call to Action Phone number button, so please request a new template with a new number.

Is it possible to send Quick Replies & Call to Action Button together in a message?

No, only one button type can be passed through a single message.

How many buttons are available in Quick replies?

You can request upto 3 buttons and each button name can have upto 20 characters with no emoji support.

How many buttons are available in Call to Action?

In the Call to Action  you can pass upto 2 buttons i.e  URL & Phone number.

Is it possible to request a template with 2 URL buttons?

No, only one URL button is allowed in a template however if you use you can add a phone number button as well.

What happens when the user clicks on the Phone Number Button?

The number which you set for the button will be dialed from the user phone.

I have a template approved with 3 quick replies, can I dynamically hide 1 button based on my situation?

No, it’s not possible to dynamically hide buttons.

Are all languages supported as button text?

Yes, you can pass button name in any language WhatsApp supports in templates, make sure your select the correct language while requesting the templates.

If a user clicks twice on a button what will happen?

When a user is interacting with a quick reply once the user clicked the clicked button becomes inactive which preventing users from clicking it again however for Call to Actions URL & Phone Number buttons can be clicked anytime and buttons won’t get disabled.

Will the user able to forward the interaction button messages?

Yes, they can forward but the buttons will not be sent when forwarding i.e only body text will be sent.

Are the buttons displays on WhatsApp Web and Desktop App as well?

Yes, buttons will display in WhatsApp Web and Desktop App as well.

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