Send Interactive Message Templates

Send Interactive Message Templates



Take your business to the next level by including WhatsApp Interactive Message Templates in your customer's conversations. 

One of the most significant features of the WhatsApp business is the introduction of Interactive Template Replies and Quick buttons. This feature allows businesses to expose their content beyond just introductory text and media messages.

Types of Interactive Message Templates

There are two WhatsApp interactive message template buttons: Call-to-action (CTA) and quick replies.

Call-To-Action

Businesses can use CTA buttons to direct customers to call or visit their webpages. However, this feature is limited to two buttons—one to allow customers to contact you and another to visit your website or a specific landing page.



Remember that you can only connect the call button to a landline or a mobile phone number different from your WhatsApp Business API number, as you cannot call a WhatsApp Business API number.

Quick Replies

The quick reply feature is comprised of preset options that customers can click to indicate what they want from your business. In addition, companies can add three buttons and a text or media message.



This feature is similar to the WhatsApp interactive message for service conversation’s reply button, with the exception that quick replies must be approved by WhatsApp before businesses can use them.

Benefits of Interactive Message Templates

    •    Initiate new conversations with customers or start a conversation after 24 hours window.
    •    Ensure businesses send compliant messages that adhere to WhatsApp's guidelines. This reduces the risk of WhatsApp flagging or blocking businesses for sending spam or unsolicited messages.
    •    Interactive Message Templates are pre-built messages that can be used in a communication channel, such as chat bots or popular messaging apps. These templates allow for an interactive experience by providing buttons, menus, and other interactive elements that users can click or tap to respond to the message.
    •    They are designed to make it easier for businesses to automate customer conversations and provide a more engaging experience.
    •    Interactive messages provide a simpler and more consistent way for people to find and select what they want from a business. Each button is planned carefully, which leaves little to no room for human errors like mistyping or unclear messages.

How to create Interactive Template Messages

Message templates are created in their respective WhatsApp channels.
Your message templates will be reviewed to ensure they do not violate WhatsApp policies. Start sending them once Meta approves them.

Before You Start

When creating a message template, you must follow the below requisite.
    •    Message components — Fill in the template with the text and media components, including parameter placeholders, as required. Ensure it contains no newlines, tabs, or more than four consecutive spaces, and meets the length restrictions in the Business Manager or WhatsApp Business API.
You can add a sample template by clicking the Add Sample button when creating a message template. This helps us during the review and approval process, so we can understand the message you plan to send. Ensure these are examples and do not include confidential or personal information.

Steps to create an Interactive Message Templates:

Once you have applied for the WhatsApp Business APIs and have verified and activated your business phone number, the next step is to create Interactive template and get them approved by WhatsApp.




Let's get started with the process of creating and submitting a message template for your business.
    1. Click the Setup icon ( ) in the top bar.
    2. Under Channels, click Instant Messaging.
    3. From the right panel, select WhatsApp.
    4. Under WhatsApp, select the Templates sub-tab.
    5. Click the Create Template button to start creating a template.
    6. Choose the Meta verified WhatsApp Business Account (WABA).


    7. Enter the Name for the template message, followed by a relevant category.

  • WhatsApp Business Account - You need a WABA to register as a WhatsApp Sender and send or receive messages on WhatsApp using the IM platform. Ensure all WhatsApp Messages and Templates are associated with a chosen WABA.
  • Template Name - Should be relevant to the message and also abide by the rule-set by WhatsApp messaging.
  • Template Category - Choose the relevant category from the list of options available in the drop-down menu.
  • The Message can Include placeholders (type the "$" symbol and the list of placeholders will be shown and you can choose one and also add smileys if required. Refer to the template message approval criteria for information regarding the content that can be added.
  •     8. Compose a template with the Header (optional), Body (mandatory), Footer (optional) and Interactive Buttons (optional).


        9. Customize the header by choosing either a text or media, followed by customizing the Call-to-action buttons or set the required Quick Replies.


        10. Preview the composed message,
        11. Once you are done reviewing the message content, click Save and await WhatsApp's approval.

    Statuses

    You can view a template's status by navigating to Instant Messaging -> WhatsApp -> Templates -> Approval Status.

    
There are three statuses:
        •    Approved - Successfully approved by Meta.
        •    Pending - Request created and sent to Meta.
        •    Rejected - Rejected by Meta.
        •    Failed - Creation process failed.

    
Once the message templates are created you can check the statuses in the list view under the Templates tab on the WhatsApp channel.
    To learn more about WhatsApp Message Templates, click here.

    What are the new template categories?

        •    Marketing – To send promotional offers and product announcements to increase awareness.
        •    Authentication – To send one-time passwords or codes allowing customers to access their accounts securely.
        •    Utility - To send transactional updates, order status, and critical alerts to your customers.

    Limitations

    • The message template name field is limited to 512 characters.
    • The message template content field is limited to 1024 characters.
    • A template can only be edited when it is in a state of Approved or Rejected,.
    • A template can be edited once per day, up to 10 times per month.
    • WhatsApp Business Accounts can only create 100 message templates per hour.
    • Templates composed of 4 or more buttons, a quick reply button and one or more buttons of another type cannot be viewed on WhatsApp desktop clients. WhatsApp users who receive one of these template messages will be prompted to view the message on the phone instead.


      Access your files securely from anywhere

        Zoho CRM Training Programs

        Learn how to use the best tools for sales force automation and better customer engagement from Zoho's implementation specialists.

        Zoho CRM Training
          Redefine the way you work
          with Zoho Workplace

            Zoho DataPrep Personalized Demo

            If you'd like a personalized walk-through of our data preparation tool, please request a demo and we'll be happy to show you how to get the best out of Zoho DataPrep.

            Zoho CRM Training

              Create, share, and deliver

              beautiful slides from anywhere.

              Get Started Now


                Zoho Sign now offers specialized one-on-one training for both administrators and developers.

                BOOK A SESSION









                                              You are currently viewing the help pages of Qntrl’s earlier version. Click here to view our latest version—Qntrl 3.0's help articles.




                                                  Manage your brands on social media

                                                    Zoho Desk Resources

                                                    • Desk Community Learning Series


                                                    • Digest


                                                    • Functions


                                                    • Meetups


                                                    • Kbase


                                                    • Resources


                                                    • Glossary


                                                    • Desk Marketplace


                                                    • MVP Corner


                                                    • Word of the Day


                                                      Zoho Marketing Automation

                                                        Zoho Sheet Resources

                                                         

                                                            Zoho Forms Resources


                                                              Secure your business
                                                              communication with Zoho Mail


                                                              Mail on the move with
                                                              Zoho Mail mobile application

                                                                Stay on top of your schedule
                                                                at all times


                                                                Carry your calendar with you
                                                                Anytime, anywhere




                                                                      Zoho Sign Resources

                                                                        Sign, Paperless!

                                                                        Sign and send business documents on the go!

                                                                        Get Started Now




                                                                                Zoho TeamInbox Resources



                                                                                        Zoho DataPrep Resources



                                                                                          Zoho DataPrep Demo

                                                                                          Get a personalized demo or POC

                                                                                          REGISTER NOW


                                                                                            Design. Discuss. Deliver.

                                                                                            Create visually engaging stories with Zoho Show.

                                                                                            Get Started Now









                                                                                                                • Related Articles

                                                                                                                • WhatsApp Message Templates User Guide

                                                                                                                  What is a Message Template? A WhatsApp Message Template is a pre-approved customized message that is used to send notifications to opted-in customers. To start using the Message templates, you must first submit the messages to WhatsApp and get them ...
                                                                                                                • FAQs: Instant Messaging

                                                                                                                  Why can't I send Canned Messages? The Auto-ticket conversion must be switched On. Why? Because the canned message contains placeholders from the Agents & Contacts module. Navigate to Instant Messaging > Preferences > Check_lists to Switch On the ...
                                                                                                                • WhatsApp Multi-WABA support by Instant Messaging

                                                                                                                  If you've been using the WhatsApp channel to communicate with your customers, you're likely aware that every WhatsApp Business Account (WABA) needs a verified phone number specifically dedicated to that IM channel for the current WhatsApp Business ...
                                                                                                                • Integrating WhatsApp with Zoho Desk

                                                                                                                  WhatsApp is the world's most widely used instant messaging (IM) service app, with over 2 billion users. The ubiquity of this app is reason enough for businesses of all sizes to look at it as a channel for customer support. If your customers ...
                                                                                                                • Zoho is now a WhatsApp Business Service Provider

                                                                                                                  NEW WhatsApp Business Partner Zoho's Instant Messaging team proudly announces that we are now WhatsApp's Business Service Provider (BSP). We have partnered with Meta to provide the best solutions to increase revenue and deliver a prompt messaging ...
                                                                                                                  Wherever you are is as good as
                                                                                                                  your workplace

                                                                                                                    Resources

                                                                                                                    Videos

                                                                                                                    Watch comprehensive videos on features and other important topics that will help you master Zoho CRM.



                                                                                                                    eBooks

                                                                                                                    Download free eBooks and access a range of topics to get deeper insight on successfully using Zoho CRM.



                                                                                                                    Webinars

                                                                                                                    Sign up for our webinars and learn the Zoho CRM basics, from customization to sales force automation and more.



                                                                                                                    CRM Tips

                                                                                                                    Make the most of Zoho CRM with these useful tips.



                                                                                                                      Zoho Show Resources