WhatsApp has a lot of cool features to give customers an excellent customer service experience. Note that most of these features are available for the WhatsApp API. In this sense and for this article we will talk about interactive WhatsApp messages that include buttons for replies and message lists that allow users to choose an option from a drop-down list.
These two features offer an essential advantage when it comes to serving customers or making sales via this messaging app. Reply buttons can be used when a user wants to choose a service or product or not. For its part, the lists allow customers to choose which product or service they want directly from several options.
This means customers no longer have to wait for a person to serve them or have a bad experience with a chatbot. This is because the responses are already pre-set and configured, customers will only have to choose and mark what they want. Buttons allow users to access information very quickly and easily. This reduces service times, improves service quality and facilitates customer management.
That’s why today we will explain what interactive WhatsApp messages are and how they can be used. We will also explain how Callbell can be integrated with these features.
WhatsApp interactive messages are nothing more than extra features, available only with the WhatsApp API, which allow companies to offer a better and more interactive service to their customers. In turn, customers will be able to choose different predefined options to suit their needs and access information quickly and easily.
WhatsApp interactive messages have two modes:
1) WhatsApp buttons
The answer buttons work as if they were a quick answer template, this allows the user to make an easy and simple selection with up to three options. We remind you that, like the templates for WhatsApp, even the buttons with the messages require the prior approval of WhatsApp to be used.
a) These buttons allow highly interactive communication, making it easier for a user to respond and then activate the WhatsApp window 24 hours a day. This will make it easier for the company to communicate freely with its customers.
b) These buttons improve the automation of your business, but keep in mind that human attention is essential.
c) They are great for automating your collection, payment or billing processes.
2) Call to action
This call-to-action template is none other than the interactive WhatsApp buttons we have already talked about above, but with a certain peculiarity. They are basically buttons that offer users certain actions depending on their case. For example: make a purchase, speak to an agent, book a room, confirm an appointment, etc.
Call-to-action buttons are similar to quick reply buttons in that they only require a short tap to generate and record a reply. However, they differ in their purpose: while quick response buttons aim to provide businesses with simple answers so they can determine if they need to follow up with the customer, call-to-action buttons allow the customer to take action to their advantage. In a specific case, to be redirected to a link, to a phone number to call or to connect with an agent.
3) Message lists
This type of message offers up to 10 options for the customer to select, making the service really quick and easy. When you offer a wide variety of services, these types of messages are essential.
a) These lists can be modified according to the nees of each specific customer.
b) Have the possibility to contain detailed descriptions of each option.
c) A big advantage is that they do not require pre-approval by WhatsApp.
d) Another of the most notable advantages is that for each option on the list you can offer a quick response and thus be directed to human attention.
e) Something very important is that images or videos cannot be included in these lists, only text.
Buttons and interactive lists allow companies to use a Call-To-Action strategy on WhatsApp; for example, making people choose an action based on what they want or seek. You just have to configure your account all the action options you want users to be able to choose from these messages.
Note: In order to use this type of message, you must have a WhatsApp API account and ask your provider for approval of the templates.
Some peculiarities:
a) In the case of the call-to-action button (this is a message that the company sends first). Businesses can choose up to two call-to-action buttons with two types of calls:
✓ Call a phone number: the person will be able to call an agent.
✓ Visit a website: the person will be able to access the company’s website.
b) Quick answer button. This type of button appears when the company sends a message with the template to the user or customer and can have up to 3 different options.
They are simple messages that you can save in the application (you can configure them directly from Callbell) to use them whenever you need them. This feature is very useful for saving time in managing customer messages.
The main feature of this type of message is the shortcuts: once you type a keyword, all the quick reply options to choose from will appear.
Note: Remember that shortcuts must always start with a forward slash (/).
In order to understand a little more how interactive WhatsApp messages can help your business, we share 2 very interesting use cases here.
1) Sale of fast food or restaurants
Let’s imagine we have a restaurant that sells sushi. In this sense, when a customer communicates with us, the idea is that we already know what he wants. That is why the message list is extremely important, as it will allow us to provide the customer with the menu of our restaurant.
Remember that each option in the list can have its own description, so creating a menu is totally possible. An example of how we would do this would be the following:
Message list:
Option 1: Grilled chicken rice
Description
Option 2: Rice with mashed potatoes
Description
Option 3: Chicken Milanese with Caesar salad
Description
Option 4: chicken burger
Description
Option 5: beef burger
Description
When choosing an option, depending on the case and preconfigured answers. The person will be redirected to human staff who will take her order or an automated message will be sent indicating that her order is being processed.
2) Customer service of a dental clinic
In the latter case, imagine that a person communicates with a dental clinic. The clinic sends an interactive message on WhatsApp in the form of a list showing the services available together with their descriptions.
Once the customer selects a service, WhatsApp will ask you if you want to book your dentist appointment and will show you two buttons, YES or NO. Once the person selects an option, they will be redirected to an agent to complete the process.
Remember that buttons only have a maximum of 3 options.
You can serve your customers more professionally and easily with WhatsApp interactive messages. Callbell is a tool that can help you manage all the messages you receive on a daily basis, and coupled with quick replies, customer service can become very easy indeed.
If you want to know more about Callbell and how it can help you manage the customer service of your business, click here.
Frequent Questions
How do you use interactive WhatsApp messages?
Interactive buttons and lists allow companies to use a Call-To-Action strategy on WhatsApp. Make people choose an action based on what they want or want. To use these messages, your company must have a WhatsApp Business API account.
The process is simple, customers write to your company, then on WhatsApp you will receive a list with different options depending on what the customer wants. Once the person chooses an option, a button will appear (with several options to choose from) and then they will be linked to a human staff dedicated to customer service.
What are WhatsApp interactive messages?
WhatsApp interactive messages are nothing more than extra features, available only with the WhatsApp API, which allow companies to offer a better and more interactive service to their customers. In turn, customers will be able to choose different predefined options to suit their needs and access information quickly and easily.
WhatsApp interactive messages have two modes:
1) WhatsApp buttons
The answer buttons work as if they were a quick reply template, this allows the user to make an easy and simple selection with up to three options with up to 24 hours to reply. We remind you that, like the templates for WhatsApp, even the buttons with the messages require the prior approval of WhatsApp to be used.
2) Message lists
This type of message offers up to 10 options for the customer to select, making the service really quick and easy. When you offer a wide variety of services, these types of messages are essential.
About the author: Hello! I am Alan and I am the marketing manager at Callbell, the first communication platform designed to help sales and support teams to collaborate and communicate with customers through direct messaging applications such as WhatsApp, Messenger, Telegram and Instagram Direct
