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How to use Interactive Messages

Updated over 2 weeks ago

Summary

Interactive messages provide a seamless way for customers to engage in conversations on WhatsApp. These messages are commonly used in chatbots to create a structured, user-friendly experience. Compared to standard text messages, interactive messages enhance readability and usability, leading to higher response rates.

Instructions

Types of Interactive Messages

Reply Buttons

Reply Buttons allow users to choose from up to 3 predefined options in response to a message. This format is ideal for quick decision-making, as users can simply tap on an option instead of typing a reply. It functions similarly to template messages with quick replies.

Best Use Cases:

  • Selecting recharge options

  • Choosing payment methods

  • Managing booking preferences

  • Updating personal details

Example Layout:

List Messages

List Messages present a menu with up to 10 selectable options, making it easier for users to browse choices and respond efficiently. This is particularly useful for providing structured responses and guiding users through a conversation flow.

Best Use Cases:

  • Displaying a service menu

  • Offering booking time slots

  • Providing customer support FAQs

  • Navigating a tutorial-based menu

Example Layout:

When expanded, the menu provides users with multiple options to choose from, creating a smooth and interactive experience.

Video Explanation

For a visual demonstration of interactive messages in action, watch this short video:

Frequently Asked Questions (FAQs)

General Questions

  1. What are interactive messages in WhatsApp? → Interactive messages are structured messages that allow users to engage with conversations more easily. They typically include buttons or menu options, making it easier for users to respond without typing.

  2. How do interactive messages improve engagement? → Since users can select predefined options rather than typing a response, interactive messages create a smoother, faster, and more user-friendly experience. This leads to higher response rates compared to standard text messages.

Reply Buttons

  1. What are Reply Buttons? → Reply Buttons provide up to 3 predefined options that users can tap to respond. These are useful for quick decision-making, such as choosing a payment method or updating personal details.

  2. Can Reply Buttons be customized? → Yes, you can customize the text for each button to match your specific use case. However, there is a limit of 3 options per message.

List Messages

  1. What are List Messages? → List Messages show a menu with up to 10 selectable options. This is ideal for displaying multiple choices, such as a service menu or a list of available booking times.

  2. How are List Messages different from Reply Buttons? → List Messages allow up to 10 options, making them suitable for broader selection needs, whereas Reply Buttons are limited to 3 options and are designed for quick decision-making.

Usage & Implementation

  1. When should I use Reply Buttons instead of List Messages? → Use Reply Buttons when you need users to make a quick choice between a few options. List Messages are better for cases where users need to choose from a more extensive set of options.

  2. Are interactive messages available for all WhatsApp accounts? → Interactive messages are available for businesses using WhatsApp Business API. Ensure your account is set up for API access to use this feature.

  3. Can interactive messages include media like images or videos? → No, Reply Buttons and List Messages are text-based. If you need to include media, you should use Rich Media Template Messages.

Troubleshooting

  1. Why aren’t my interactive messages displaying correctly? → Ensure that your WhatsApp Business API is configured correctly and that your message format follows WhatsApp’s guidelines. If issues persist, check for any API errors in your system logs.

  2. How can I test my interactive messages before sending them to customers? → You can test messages using a WhatsApp Business API sandbox or by sending messages to a test phone number linked to your account. For more information, watch the video explanation.

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