How to send WhatsApp messages with buttons, lists, a location or a contact card from a workflow

Step by step

Make sure the 24-hour window is open

1. Start the workflow with the Customer Replied trigger and, in the filters, set the reply channel to WhatsApp. That way the workflow only starts when the customer writes in, which opens the window.
2. Alternatively, add the WhatsApp: Customer Service Window Check action before the message, pick the number and create two branches: Open and Closed.
3. In the Closed branch, send an approved template (marketing or utility) to reopen the conversation. The interactive message goes in the Open branch.

Add the action

1. Open the workflow and click the + where you want to send the message.
2. Choose WhatsApp Interactive Messages.
3. Optionally rename the action to something clear (for example, "Services menu").
4. Pick the From Phone Number and then the Interactive Message Type.

Quick reply buttons (up to 3)

1. For the type, choose Quick Reply Buttons.
2. Set the Button Count (up to 3) and the title of each button.
3. Choose the Header Type (text, image, video or document) and fill in the text or the media link.
4. Write the Body (required) and, optionally, the Footer.
5. Set the Timeout for the reply (minutes, hours or days).
6. Save the action. Each button creates a branch in the workflow, plus Not Delivered and Timeout branches.

List of options

1. For the type, choose List.
2. Write the main text, the Body and, optionally, the Header and Footer.
3. Set the List Button Text that opens the list (for example, "View Options").
4. Choose the Section Count and, in each section, the Section Title, the Row Count and each row's title and description.
5. Set the timeout (5 minutes to 2 days) and save. Each row creates its own branch (for example, Section 1 Row 1).

Location

1. For the type, choose Location.
2. Fill in the Location Name, Address, Latitude and Longitude.
3. Save and test to confirm the map renders correctly in WhatsApp.

Contact card

1. For the type, choose Contact.
2. Fill in the First Name and Last Name, the Phone Number (with country code, for example +1…) and its type (work, mobile, home) and, optionally, the Email.
3. Save and test: the customer can save the card directly to their phone.

Visit website button

1. For the type, choose Visit Website Button.
2. Choose the header, write the Body (up to 1024 characters) and the Footer (up to 60 characters).
3. Paste the URL and enter the Button Text (up to 20 characters). You can use contact variables in the URL.
4. Set the timeout (5 minutes to 2 days) and save.