Summary
Quick reply buttons in WhatsApp template messages allow you to trigger automated actions when a customer clicks a button. You can use them to start a chatbot, assign conversations to specific teams, collect customer information, or send predefined responses.
This guide explains how to create a template with a quick reply button, connect it to an automation, and trigger a chatbot workflow when a customer interacts with the button.
Instructions
How it works
A quick reply button sends a predefined keyword when a customer clicks it.
You can create an automation that listens for that keyword and performs an action, such as:
Starting a chatbot
Assigning the conversation to an agent or team
Collecting customer information
Sending automated responses
Triggering integrations through webhooks
Step 1: Create a template message with a quick reply button
Log into your Wati account.
Go to Campaigns > Template Messages.
Create a new template message.
Complete all required fields, including:
Template name
Category
Language
In the button section, select Quick Reply as the button type.
Enter the keyword that will trigger the automation.
Example:
Keyword:
test
Click Submit to send the template for WhatsApp approval.
Note: The keyword configured in the quick reply button will be used later when creating the automation.
Step 2: Create or configure a chatbot
After the template is approved, create a chatbot or use an existing one to handle customer interactions.
A chatbot can be configured to:
Present buttons with predefined responses
Ask questions and collect customer information
Assign conversations to specific agents or teams
Trigger webhooks and external integrations
Configure the chatbot according to the workflow you want customers to follow after clicking the quick reply button.
Step 3: Create a keyword automation
Next, create an automation that listens for the keyword sent by the quick reply button.
Go to Automations > Rules and create a new keyword rule.
Select the trigger as New WhatsApp message is received.
Under Filters, select Incoming message matches keyword rule.
Enter the same keyword used in the quick reply button.
Example:
Quick reply keyword:
testAutomation keyword:
test
Under Actions, select the reply material you want to trigger. For chatbot workflows, select Start chatbot and select the chatbot from the list.
Save the rule.
Note: Keywords are not case-sensitive. For example, test, Test, and TEST are treated as the same keyword.
Step 4: Send the approved template
Once the template and automation are configured:
Send the approved WhatsApp template message to your customers.
Wait for a customer to click the quick reply button.
When the button is clicked:
The configured keyword is sent automatically.
The keyword action is triggered.
The chatbot or selected automation starts.
The conversation follows the workflow you configured.
Result
By combining quick reply buttons with keyword automations, you can streamline customer interactions and automatically trigger workflows without requiring customers to type a message manually.
Important: If you assign an action directly to a quick reply in the campaign builder, that action takes priority and the rules, keyword actions or default actions will be skipped. If no direct action is assigned, the rules run as configured.
Frequently Asked Questions (FAQs)
Quick Reply Buttons
1. What happens when a customer clicks a WhatsApp template quick reply button?
A quick reply button sends a predefined keyword when a customer clicks it. The configured automation listens for that keyword and performs the assigned action, such as starting a chatbot, assigning the conversation, collecting customer information, sending an automated response, or triggering a webhook integration.
2. What can I use a quick reply button to trigger?
A quick reply button can trigger actions such as starting a chatbot, assigning a conversation to an agent or team, collecting customer information, sending automated responses, or triggering integrations through webhooks.
3. Do quick reply keywords need to match the automation keyword exactly?
Yes. The keyword configured in the quick reply button must be the same keyword configured in the keyword automation. Keywords are not case-sensitive, so test, Test, and TEST are treated as the same keyword.
4. What happens after a customer clicks a quick reply button?
When a customer clicks a quick reply button, the configured keyword is sent automatically. The matching keyword automation is triggered, and the chatbot or other selected automation starts according to the configured workflow.
Quick Reply Actions
5. What happens if a quick reply has an assigned action?
If an action is directly assigned to a quick reply in the campaign builder, only that action runs — Rules, Keyword Actions, and Default Actions are skipped. If no direct action is assigned, the rule you configured runs as normal.