Sending interactive messages

Interactive messages include buttons and lists that customers can tap — much easier than typing.

Types of interactive messages

Quick Reply Buttons

Up to 3 buttons that send a predefined text when tapped.

Example:

How would you rate our service?
[👍 Great] [😐 Okay] [👎 Poor]

URL Buttons

Buttons that open a link when tapped.

Example:

Your order is ready!
[🔗 Track Order] [📞 Call Support]

List Messages

A menu with up to 10 options organized in sections.

Example:

Choose a department:
▼ View Options

Section: Sales
  - Product inquiry
  - Pricing question
  - Demo request

Section: Support
  - Technical issue
  - Billing question
  - Account help

When to use each type

Sending interactive messages

In templates

When creating a template, add buttons in the Buttons section:

• Quick Reply: Customer taps → sends the button text
• URL: Customer taps → opens the link
• Phone: Customer taps → initiates a call

In chatbot flows

Use the Send Message node with interactive type:

1. Select message type: "Interactive"
2. Choose: Buttons or List
3. Add your options
4. Connect each button/option to the next flow step

Via API

POST /api/messages/send
{
  "to": "+919876543210",
  "type": "interactive",
  "interactive": {
    "type": "button",
    "body": { "text": "How can we help?" },
    "action": {
      "buttons": [
        { "type": "reply", "reply": { "id": "sales", "title": "Sales" } },
        { "type": "reply", "reply": { "id": "support", "title": "Support" } }
      ]
    }
  }
}

Important notes

• Interactive messages can only be sent within the 24-hour window
• For business-initiated messages, use templates with buttons instead
• Button text is limited to 20 characters
• List item titles are limited to 24 characters

Tips

1. Use buttons over text — Higher response rates (customers prefer tapping)
2. Keep labels short — "Yes" is better than "Yes, I agree"
3. Use emojis — Makes buttons more visual and engaging
4. Limit choices — 2-3 options is ideal, more causes decision fatigue
5. Always include "Other" — For cases that don't fit your options