Summary
Quick reply buttons in WhatsApp template messages allow businesses to automate actions when users click a button. These actions can include assigning chats to different teams, collecting customer information, and triggering chatbot responses. This guide will walk you through the process of setting up quick reply buttons and linking them to automated workflows.
Instructions
Step 1: Create a Template Message with a Quick Reply Button
To set up a template message with a quick reply button, follow these steps:
1. Create a New Template Message:
Navigate to the template creation section.
Fill in all required fields, such as template name, category, and language.
2. Add a Quick Reply Button:
Select "Quick Reply" as the button type.
Enter the keyword you want to use to trigger a chatbot action (e.g., "Test").
3. Submit the Template for Approval:
Once all details are filled in, click "Submit" to send the template for WhatsApp approval.
Step 2: Set Up the Chatbot
Once your template is approved, you need to configure the chatbot to respond when the quick reply button is clicked.
Steps to Configure the Chatbot:
Select or Create a Chatbot:
Use an existing chatbot.
Or create a new chatbot.
Utilize Chatbot Features:
Buttons: For predefined responses.
Questions: To collect user input.
Assignment Rules: To direct conversations to specific teams or agents.
Webhooks: To integrate with external systems.
Step 3: Add a Keyword Action in Automation
To link the chatbot to the quick reply button, follow these steps:
1. Create a New Keyword Action:
Enter the exact keyword from the quick reply button (e.g., "test").
Keywords are not case-sensitive.
2. Select a Reply Material:
Choose "New WhatsApp Chatbot" if you want to trigger a chatbot.
Alternatively, select other reply types like text, image, or video if a chatbot is not required.
3. Save the Keyword Action.
Step 4: Send the Approved Template
Once everything is set up:
Send the Template Message:
Send out the approved WhatsApp template message.
When a User Clicks the Quick Reply Button:
The chatbot is triggered.
The chat is processed according to the configured automation (e.g., assigned to an agent, sending a predefined response, or collecting customer data).
By following these steps, you can streamline customer interactions and automate responses effectively using quick reply buttons in WhatsApp templates.
Frequently Asked Questions (FAQs)
General questions
1. What are quick reply buttons in WhatsApp template messages?
Quick reply buttons allow users to select a predefined response with a single tap. When clicked, these buttons can trigger automated actions like chatbot responses, chat assignments, or data collection.
2. How do quick reply buttons improve customer interactions?
They simplify communication by reducing the need for users to type responses manually, ensuring faster engagement and better user experience.
Creating quick reply buttons
3. How do I create a template message with quick reply buttons?
Navigate to the template creation section.
Fill in the required details (template name, category, language).
Select Quick Reply as the button type.
Enter a keyword that will trigger an action (e.g., "Test").
Submit the template for WhatsApp approval.
4. Can I add more than one quick reply button to a template?
No, each quick reply button must be a single predefined option, and a template can have up to 3 quick reply buttons.
Automation and chatbot integration
5. How do I link a quick reply button to a chatbot?
Set up a chatbot in your automation system.
Add a Keyword Action that matches the button text.
Choose a reply material (e.g., chatbot, text, image, or video).
Save the automation rule.
6. Are keywords case-sensitive in automation?
No, keywords are not case-sensitive.
7. What happens when a user clicks a quick reply button?
Depending on your automation setup, clicking the button can:
Trigger a chatbot.
Assign the conversation to a specific team or agent.
Collect customer information via predefined questions.
Approval and usage
8. Do quick reply buttons need WhatsApp approval?
Yes, all template messages, including those with quick reply buttons, must be submitted for WhatsApp's approval before use.
9. How long does it take for WhatsApp to approve a template?
The approval process typically takes between 30 minutes and 24 hours.
10. Can I edit an approved template with quick reply buttons?
No, once a template is approved, it cannot be modified. You will need to create and submit a new template.
Troubleshooting
11. Why isn't my quick reply button working?
Ensure the template is approved by WhatsApp.
Verify that the keyword in the automation setup exactly matches the button text.
Check if the chatbot or automation rule is correctly linked.
Confirm that the template message has been sent from an authorized account.
12. Can I use quick reply buttons for external links or actions?
No, quick reply buttons are only used for predefined text-based responses and cannot contain external links. For links, use Call-to-Action buttons instead.