Overview
We’re excited to announce Interactive Message Types for WhatsApp inside Automations!
This release enables richer message formats, branching capabilities, and compliance with WhatsApp’s latest conversation rules — helping businesses create guided and engaging customer experiences.
What’s New
Supported Interactive Messages
You can now send the following Interactive WhatsApp Messages in Automations:
Quick Reply Buttons – Configure header, body, footer, button titles, and timeout settings.
Location – Share a map card with Location Name, Address, Latitude, and Longitude.
Contact – Share contact cards with First/Last Name, Phone Number + Type, and Email (optional).
Coming Soon:
List Messages – Structured menus with multiple choices.
Dynamic Website Link Messages – Interactive CTAs that open trackable links.
Workflow Branching
Interactive replies can now trigger workflow branches, enabling chatbot-like flows without manual message parsing.
Steps to Use
In Automations, add the action WhatsApp Interactive Messages.
Select the FROM PHONE NUMBER.
Choose your INTERACTIVE MESSAGE TYPE (Quick Reply Buttons, Location, or Contact).
Complete the required fields:
Quick Reply Buttons → header, body, footer, button titles, timeout.
Location → name, address, latitude, longitude.
Contact → name, phone number & type, email (optional).
Save and test with a sample contact to confirm the message renders in WhatsApp.
For detailed setup instructions, see: Interactive WhatsApp Messages Support Article
Prerequisite: Customer Service Window
Interactive WhatsApp Messages can only be sent if the 24-hour Customer Service Window is open.
The window opens when a customer sends your business a WhatsApp message.
During this window:
You can send unlimited Interactive WhatsApp Messages at no cost.
All interactive replies (button taps, location opens, contact saves) are free.
If the window is closed, you must first send a Marketing or Utility Template to reopen it.
Learn more: WhatsApp Customer Service Window Check
Pricing
All Interactive WhatsApp Messages are free during an active 24-hour Customer Service Window.
There are no charges for interactive message types or customer replies once the window is open.
Benefits
Richer, more structured customer interactions.
Guided journeys with buttons, location cards, and contact cards.
Unlimited free interactive messages within the service window.
Workflow automation with branching based on interactive replies.
Limitations
WhatsApp currently supports only:
Up to 3 reply buttons per message, or
1 location card, or
1 contact card per message.
What’s Next
Support for List Messages with structured menus.
Support for Dynamic Website Link messages (trackable CTAs).
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