Interactive messages: lists, reply buttons, location requests

What are interactive messages?

Interactive messages give your customers a simpler and more consistent way to find and select what they want from your business on WhatsApp.

Clickatell supports three types of interactive messages.

• List Messages

• Reply Buttons

• Location Request Messages

• These interactive messages cannot be used as notifications. Currently, it can only be sent within 24 hours of the last message received from the customer. If you try to send a message outside the 24-hour window, you will get an error message.

• Supported platforms: iOS, Android, and web

• For more information on interactive messages, you can also see this page created by WhatsApp.

How to set up interactive messages

1. You can send interactive WhatsApp messages via our One API. This allows you to populate the lists/buttons dynamically in real-time and personalize them to the customer or situation. These messages also do not require template creation or pre-approvals.

To send interactive WhatsApp messages via API, see our One API Reference Documentation.

1. If you are on the Interact or Transact package, you can set up interactive lists and buttons as part of your workflow in Chat Flow. These are easy to set up and do not require any API integrations. Options/buttons are static and not dynamically populated.

To set up interactive messages in Chat Flow, refer to the Chat Flow user guide.

Interactive Message Types

List Messages

• Include a menu with up to 10 options for users to select.

• Only one option can be selected by a customer per list message.

• Best for presenting longer lists of options, e.g.:

  • Customer care or FAQ menus

  • Take-out menus

  • Lists of nearby stores or locations

  • Available reservation times

  • Choosing a recent order to repeat

Example: list message​

Reply Buttons

• Include up to 3 buttons, each presenting an option for the customer to select.

  • Reply buttons have the same user experience as interactive templates with buttons.

• Only one option can be selected by a customer per button message.

• Best for selecting quick responses from a limited set of options, e.g.:

  • Recharging airtime

  • Changing personal details

  • Reordering a previous order

  • Requesting a return

  • Adding optional extras to a food order

  • Choosing a payment method

• Reply buttons are particularly valuable for "personalized" use cases where a generic response is not adequate.

​Example: reply buttons​

Location Request Messages

These messages request your customer's location. They contain body text and a Send location button that customers can tap. Tapping the button displays a location-sharing screen that the user can then use to share their location.

Sharing of a live location is not supported.

Example: location request message