Interactive Message Templates

On this page you learn about the two types of interactive message templates.

What Are Interactive Message Templates?

If you need your customers to reply to a question or take a certain action, text-based and media-based messages are not the best option. They lack guidance and require effort from the customers to type an answer or take an action. In such situations, interactive message templates are a better choice. There are two types of them:

  • Quick reply buttons
  • Call-to-action buttons

Quick Reply Buttons

With quick replies, you give your customers up to 3 answers (buttons) they can choose from. For example, let’s say you want to know whether a customer is happy with a recent purchase. An interactive message template that you want to send them can be like this:

Hello {{1}}, thank you for shopping with us. How do you like your purchase?
- I love it!
- I like it.
- I don’t like it.

A customer named Sam would receive the above message as shown below:

Example of a personalized interactive WhatsApp message with quick reply buttons.

Call-to-action Buttons

Templates with call-to-action buttons include two buttons that let the customers call a phone number or visit a website. Here is an example:

Hello {{1}}, Your order is expected to arrive today. Track your package to see where it is.
- Contact us
- Track Package

Example of a personalized interactive WhatsApp message with call-to-action buttons.

Benefits of Interactive Message Templates

Higher Customer Response and Conversion Rate

With interactive message templates, you make it easy for your customers to reply to a question or take a certain action. Rather than typing, all they need to do is to tap on their desired answer. This ease gives them more incentive to respond.

A study by WhatsApp showed that messages with interactive features brought significantly higher response and conversion rates compared to those that are text-based.

Better Customer Service and Experience

Using interactive templates allows for some predictability in your customer support chats. This may help you organize your team better, define processes, and even build automation based on how your customers interact with your messages.

For example, in the example of asking for customer feedback about a product, you could plan what to do based on each customer’s answer. If the customers reply with “I love it!’ or “I like it”, you can follow up by asking them to write a review on your website. If they don’t like the product, you can ask them for more information about what they didn’t like, for example, shipping, product issue, etc. and improve.

WhatsApp conversation with an interactive WhatsApp message.

If you have integrated a chatbot with your WhatsApp account, you can automate these back-and-forth conversations.