With its growing global adoption, managing your WhatsApp messages efficiently is key to ensuring customer satisfaction and lead acquisition. However, you might not be available to respond 24/7, and even if you are, managing their needs can become overwhelming. So, 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.
Pre-requisites
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. Please 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 the WhatsApp phone number you want to use for this action.
Select your interactive message type; you have four available options:
- Quick Reply Buttons: This type 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.
- 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
To use it, 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 fields.
Set your timeout for the customer to respond before the automation triggers the next step.
Enter the button text for each option. Once entered, the text will be added to the branches.
Click “Save Action” after the branches are updated and you see the button text added.
“List” Type Settings
Since this option allows for a list of options, first select the total 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. This will help customers understand what options to expect in this section.
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; this step must be repeated for each row you've added.
Once you're done configuring your rows, repeat the process for any other section you've added, then head to the branches section. Each branch (except for undelivered or timeout messages) will be named after the section it belongs to, a space, and the row title. If this is correct, save your action.
“Contact” Type Settings
This will help customers easily save a contact's information, for example, a specific sales representative's contact. To use it, enter the contact's information in the respective fields then click Save Action.
“Location” Type Settings
To use this option, enter the location's name (1), address (2), latitude (3), and longitude (4). Lastly, click Save Action (5).
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 workflow!
And there you have it! Now, you know how to use this action to create guided and engaging customer experiences while remaining in compliance with WhatsApp’s latest conversation rules. We hope it helps you create richer message formats and use the branching capabilities to automate your customer care.