Want to know how to use WhatsApp interactive message for your business? Look no further! This blog post has everything you need to know about the different types of WhatsApp interactive messages, including WhatsApp interactive message for service conversation and WhatsApp interactive message template, their benefits and how to set them up.
What is WhatsApp Interactive Message?
WhatsApp interactive message is a WhatsApp API message feature with interactive buttons where contacts can select an option as a reply. It allows customers and businesses to communicate their needs and reply to each other easily.
If you've been looking to send interactive messages to increase engagement and click-through rates on WhatsApp, then you’ve most likely come across 2 types of WhatsApp interactive messages:
Let’s take a look at the two types of WhatsApp interactive messages and their functions.
WhatsApp Interactive Message: Service Conversations
WhatsApp interactive messages for service conversations are interactive messages that have to be sent within a 24-hour messaging window as a reply to customer-initiated messages.
Businesses do not need approval from WhatsApp to send this type of interactive message, but must abide by WhatsApp's Business Messaging Policy.
They can also use different types of interactive messages in the same service conversation to prompt customers to take the next step throughout a purchase cycle or to direct them to an agent for customer support.
It is also important to note that customers can only select one button or option at a time when replying to interactive messages. They can also choose to return to the first step or the previous step if they change their mind or make a mistake.
Next, we will discuss the different types of WhatsApp interactive messages for service conversations and how to use them.
Types of WhatsApp Interactive Messages for Service Conversations
There are six types of WhatsApp interactive messages for service conversations. These include:
WhatsApp Reply Buttons
Reply buttons offer an easy way for customers to select what they want from a short list of options consisting of buttons when communicating with a business on WhatsApp. They can send a maximum of three options along with text or media messages.
Businesses can use this feature for flight time changes, personal details amendments, choosing a payment method and more. If you need more than three buttons, use the list message feature.
WhatsApp List Messages
List messages consist of a menu of up to 10 choices that customers can choose from to let you know what they want from your business.
Businesses can use this feature for customer care or FAQ menus, a selection of take-out menus, store locations and more.
Single-product Message
Single-product messages are messages with a single product item from the business’s inventory.
Businesses can display a product that a customer has selected from the product menu to prompt them to proceed with their purchase.
Multi-product Message
Multi-product messages are messages containing a selection of up to 30 items from a business’s inventory.
This feature is best to show customers all the products you have under a category or your whole catalog if it has 30 or fewer items.
Location Request Messages
Location request messages are messages that a business sends to request a customer’s location. This message contains a body text and a Send location button that users can tap to share their location.
The next section will discuss the second type of WhatsApp interactive message – WhatsApp interactive message template and its functions.
Turn conversations into customers with respond.io's official WhatsApp API. ✨
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WhatsApp Interactive Message Template: Template Messages
A WhatsApp interactive message template allows businesses to make the most out of a standard message template consisting of just text and media by including interactive WhatsApp buttons.
These templates can include text, images, videos, documents or location, making them more versatile for sharing important information or prompting action. They can also be sent outside the 24-hour messaging window. However, businesses must get approval from WhatsApp and collect opt-ins from Contacts before sending message templates.
Moreover, each interactive message template must also be assigned a conversation category: Marketing, Utility or Authentication. This helps WhatsApp determine the purpose of the message and ensures proper billing and usage based on category.
Types of Interactive Message Template
Interactive message templates support two types of buttons: Call-to-action (CTA) and Quick Reply. These buttons allow businesses to guide customer interactions in a structured, user-friendly way.
Call-To-Action
Businesses can use CTA buttons to direct customers to call them or visit their website. This feature is limited to two buttons, one button to allow customers to call you and another to visit your website or a specific landing page.
Keep in mind that you can only connect the call button to a landline or a mobile phone number that is different from your WhatsApp Business API number, as you cannot call a WhatsApp Business API number.
Quick Reply
The quick reply feature consists of preset reply options that customers can click on to indicate what they want from your business. Businesses can add up to three buttons along with a text or media message.
This feature is similar to the service conversation reply button, except that quick replies must be approved by WhatsApp before businesses can use them.
Now that you know the types of WhatsApp interactive messages and what they can do, let’s take a look at why businesses need to use WhatsApp interactive messages for WhatsApp Business API.
Benefits of WhatsApp Interactive Messages
Using WhatsApp interactive messages enables businesses to capture customers’ attention and keep them engaged throughout a conversation.
It helps businesses create a seamless customer journey by providing an enhanced customer experience, minimizing human error and increasing response rates and conversions. Let’s explore each of the benefits in the section below.
Enhanced Customer Experience
WhatsApp interactive messages can be used to direct customers along a predefined path in the customer journey. Businesses can also customize the message according to customers’ situations to provide a personalized experience.
For example, businesses can show a list of appointment time slots for booking or use reply buttons to show a customer’s previous delivery address. This allows customers to find what they're looking for from businesses easily and reply to them with a single click.
Minimize Human Error
Interactive messages provide a simpler and more consistent way for people to find and select what they want from a business. Since every single button is planned carefully, it leaves little to no room for human errors like mistyping or unclear messages.
Without interactive messages, customers and businesses will have to type every single reply by themselves, which can leave room for error and lead to unclear communication.
Increase Conversions
Businesses can also use the CTA button to direct customers to contact them or visit their website when sending promotional messages via WhatsApp broadcast to increase conversions.
During testing, WhatsApp found that interactive messaging results in higher response and conversion rates compared to purely text-based messaging. This is due to its ability to guide customers throughout the conversation and allow them to reply quickly.
Setting up WhatsApp Interactive Message
With respond.io, it’s simple to set up and send both types of WhatsApp interactive messages. Read on to learn how to set them up and use them to connect with your customers right away.
How to set up WhatsApp Interactive Message for Service Conversations on Respond.io
To set up interactive messages for service conversation on respond.io, you’ll need to use respond.io's advanced Workflows automation builder. You can automate conversations and use interactive WhatsApp Business API messages without heavy coding. Follow the steps below to get started.
1. Navigate to Workflows on the respond.io platform and click on Add Workflow followed by Start From Scratch.
2. Set the Workflow Trigger to Conversation Opened.
3. Create a welcome message with the Add a Message Step to greet your customers. Make sure to set the Channel to WhatsApp in the configuration drawer.
4. Choose the Ask a Question Step, click Multiple Choice and compose your message. You can use this step for list messages and reply buttons.
If you’ve provided three replies or fewer, reply buttons will be shown to the Contact. If you provide more than three options, the Contact will see a list message.
Below is an example of what the Contact will see after the Workflow is published.
If you want to send single-product and multiple-product messages, you can do so by referring to our detailed WhatsApp catalog guide.
5. Save the responses as Variables to use the data in other parts of the Workflow.
6. Add Branches based on the number of choices provided. Then designate one Branch for each choice and label it accordingly. This way, you can personalize messages based on the selected choice and assign them to the right support agent.
After setting up, save and publish your Workflow.
How to Set Up WhatsApp Interactive Message Template on Respond.io
Setting up a WhatsApp interactive message template on respond.io is simple. You can even submit the template for WhatsApp’s approval directly from the platform.
1. Navigate to Settings > Channels > WhatsApp Business > Templates on the respond.io platform. Refer to the image below for an example of how this could look like.
2. Click Add Template and fill in the basic details such as template name, category and label.
3. Add the Body, then customize the Header and Footer:
Header is optional and can include text, image, video or a document. Use it to highlight key information.
Footer is also optional and typically contains short notes like disclaimers or reminders.
4. Add Buttons to make the message interactive. Choose from:
5. For Quick Reply, follow the same steps above then select Quick Reply as the button type and enter your reply options. To see what a quick reply template message looks like, look at the image below.
6. Submit the template for WhatsApp’s approval. You’ll get a notification once it’s approved and ready to use.
Do note that WhatsApp templates must follow specific formatting rules, including how you use variables and media. For full details, check out our WhatsApp message template blog or our knowledge base guide.
Power Up WhatsApp Interactive Messaging with Respond.io
Once you've mastered WhatsApp interactive messages, the next step is using them effectively, and that's where respond.io makes a difference.
Specifically, here’s how respond.io gives you more control and flexibility with WhatsApp interactive messages:
Omnichannel Inbox: Manage conversations from WhatsApp, TikTok, Messenger, Telegram, Instagram and more without switching tabs or platforms.
Workflow Builder: Automate conversations with a drag-and-drop builder—trigger interactive messages, route chats and personalize replies. With AI Agent, handle repetitive queries using your business data before escalating to a human.
CRM Integrations: Connect to HubSpot, Salesforce, Zapier, Make and more to sync contacts, trigger actions or update deals without leaving the platform.
We hope this blog has given you a better understanding of how to set up WhatsApp interactive messages and how they can help your business elevate its customer communication on WhatsApp Business API.
Turn conversations into customers with respond.io's official WhatsApp API. ✨
Manage WhatsApp calls and chats in one place!
Frequently Asked Questions (FAQs)
Can I use WhatsApp interactive messages without API access?
No. This feature is only available via the WhatsApp Business API and not on the WhatsApp Business App.
Do I need WhatsApp’s approval to send interactive messages?
Only template messages with interactive elements require approval. Service conversation messages do not.
Can I mix interactive message types in one chat?
Yes. You can use list messages, reply buttons and product messages in the same service conversation.
Do interactive messages increase engagement?
Yes. WhatsApp reports higher response and conversion rates with interactive messages compared to standard text messages.
Are interactive messages supported across all mobile devices?
Yes. They are supported on both Android and iOS as long as the device is running the latest WhatsApp version.
How long does it take for WhatsApp to approve a message template?
It usually takes between 24 to 48 hours, but times may vary depending on content and volume.
Further Reading
Want to know more about WhatsApp Business API? Here are some readings that might interest you.
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