Interactive WhatsApp Messages let you add buttons, lists, location, and contact cards to WhatsApp messages sent from CRM Workflows. This article covers what interactive messages are, which interactive WhatsApp message types you can send, and how to configure them within Workflows.

What are Interactive WhatsApp Messages?

The CRM supports Interactive WhatsApp Messages directly inside the Automation module. The WhatsApp Interactive Messages action makes it easy to send rich, interactive experiences to your customers on WhatsApp. With this feature, you can send:

Key Benefits of Interactive WhatsApp Messages

The points below explain the practical advantages you'll gain by using interactive WhatsApp messages within your workflows.

Prerequisites: Customer Service Window

Before you send Interactive WhatsApp Messages, you must ensure the WhatsApp 24-hour Customer Service Window is open.

When a WhatsApp user sends your business a message, a 24-hour Customer Service Window begins. During this window:

• You can send unlimited Interactive WhatsApp messages at no cost.
• There are no restrictions on free-form messaging.

Learn more about WhatsApp: Customer Service Window Check

How to Check or Trigger the Customer Service Window

You have two options in Automations:

Option 2: Use the WhatsApp: Customer Service Window Check Action

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Use the WhatsApp: Customer Service Window Check action to evaluate whether the 24-hour window is open before sending your interactive message. Use the information below to configure this action:

• Action Name: WhatsApp: Customer Service Window Check
• Conversation Phone Number: Choose the WhatsApp number you're sending from.
• Configure Branches:
  • Branch Name: Open – Condition: Customer Service Window is Open
  • Branch Name: Closed – Condition: Customer Service Window is Closed

IMPORTANT: If the window is closed, you must send a Marketing or Utility Template message to reopen the conversation.

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How to Add the WhatsApp Interactive Messages Action

Once you've confirmed the Customer Service Window is open, you can add the new Interactive Messages action.

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In Interactive Message Configuration, select the From Phone Number then choose the Interactive Message Type.

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Interactive Reply Buttons (Interactive Message Type)

Interactive Reply Buttons let you present up to 3 predefined responses. Users tap a button, and their selection can trigger branches, tags, or follow-up actions in your workflow. Here is how you configure Interactive Reply Buttons:

1

Choose the Interactive Message Type: set Interactive Message Type = Quick Reply Buttons

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2

Fill out the required fields for Quick Reply Button messages:

• Input for Button Message – The main message text.
• Button Count – Choose up to 3.
• Header Type – Text, Image, Video, or Document.
• Header Text or Media URL – Enter text or media link.
• Body – Required; main message body.
• Footer – Optional; short supporting text.
• Timeout Unit – Minutes, Hours, or Days.
• Timeout Value – Enter number of units.
• Button Titles – Add label text for each button.

Once all information has been added, make sure to Save and Test your workflow!

TIP: Keep body text concise so buttons are visible without scrolling.

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Location (Interactive Message Type)

With the Location Interactive Message Type, you can send customers a location card that includes a clickable map preview. Here is how you configure Interactive Location Messages:

1

Choose the Interactive Message Type: set Interactive Message Type = Location.

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2

Fill out the required fields in Location Details:

• Location Name – Example: Facebook HQ
• Address – Example: 1 Hacker Way, Menlo Park, CA 94025
• Latitude – Example: 37.758056
• Longitude – Example: -122.425332

Save and test to confirm the location renders correctly in WhatsApp.

TIP: Always double-check coordinates match your business address to avoid confusion.

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Contact (Interactive Message Type)

With the Contact Interactive Message Type, you can send customers a rich contact card that they can save to their device. Here is how you configure Interactive Contact Messages:

1

Choose the Interactive Message Type: set Interactive Message Type = Contact.

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2

Fill out the required fields:

• Contact Name – First Name (required, e.g., John) and Last Name (required, e.g., Jones).
• Phone Numbers – Phone Number (required, e.g., +16505551234) and Phone Type (Work, Mobile, Home).
• Email – Email Address (optional, e.g., john.jones@company.com) and Email Type (Work, Home).

Save and test the workflow to confirm the contact card appears properly in WhatsApp.

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List (Interactive Message Type)

List Messages allow you to send structured menus with multiple sections and rows, giving customers clear options to choose from. Each selection can trigger separate branches in your workflow. Here is how you configure Interactive List Messages:

1

Choose the Interactive Message Type: set Interactive Message Type = List.

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2

Fill out the required fields:

• Input for Button Message – The main prompt text for the menu.
• Section Count – Choose how many sections you want (e.g., 3).
• Header Text – Optional; short header title.
• Body – The main message body.
• Footer – Optional; supporting text.
• List Button Text – The button label that opens the list (e.g., "View Options").
• Timeout Unit & Value – Choose the timeout (5 minutes to 2 days).

Configure each section:

• Section Title – Example: "Plans" or "Services".
• Row Count – Number of rows in the section.
• Row Title – Option label (e.g., "Premium Plan").
• Row Description – Optional description for the option.

Add branching for each row:

• Example: Section1 Row1, Section2 Row1, etc.
• Additional branches are available for Not Delivered and Timeout.

Save and test to confirm the menu appears and selections trigger the correct branches.

TIP: Use section titles to group related options (e.g., "Plans", "Add-ons") for better clarity.

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Interactive Call-to-Action (Visit Website) URL Button Messages

WhatsApp users may be hesitant to tap long or complex URLs in plain text messages. Interactive CTA URL Button Messages solve this by mapping any URL to a clean, tappable button — creating a smoother and more trustworthy experience. When tapped, the button opens the specified URL in the user's default browser. Here is how you configure it:

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Example URL with CRM Variables

You can dynamically personalize URLs by embedding CRM fields, including contact fields and custom values.

In this example:

• {{contact.name}} will dynamically insert the contact's name.
• {{custom_values.agent_calendar}} will insert the assigned agent's calendar link.

This lets you build personalized booking links, payment URLs, or campaign landing pages.

Example Button Setup in Workflow

• Header (Text): Workshop Details
• Body: Tap below to book your slot.
• Footer: Spots are limited.
• URL: https://mybusiness.com/booking?name={{contact.name}}
• Button Text: Book Now
• Timeout Value: 30 Minutes

Result: Each customer sees a unique button linking to their personalized booking page.

Branching & Workflow Behavior

You can branch workflows based on the button's delivery and interaction:

• Link Opened – Trigger when the link is successfully opened.
• Not Delivered – Trigger if the message fails to deliver.
• Timeout – Trigger if the message expires without interaction.

This allows you to automate follow-up actions based on whether customers engage with the link.

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Best Practices

• Always use trusted or branded URLs for better click-through rates.
• Use CRM variables to reduce friction (e.g., pre-fill forms or auto-assign calendars).
• Combine with Customer Service Window Check to ensure the message is sent during an open session.

Frequently Asked Questions

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