Featurecast Story 14 - WhatsApp Interactive Message Templates

IM'ing (Instant Messaging) Feature Story Series

Featurecast Story 14 - WhatsApp Interactive Message Templates

Boost customer engagement with WhatsApp's Interactive Message Templates

One of the significant features introduced for WhatsApp Business is interactive templates with quick-reply and call-to-action buttons. This feature helps businesses connect customers to relevant content and resources directly from their preferred communication channels.

Interactive message templates

Interactive message templates are prebuilt messages that can be sent through WhatsApp and can be combined with a chat-bot tool. These templates support interactive experiences by displaying buttons, menus, and other elements users can click or tap. They are designed to make it easier for businesses to automate customer conversations and provide a more engaging experience. These templates also help ensure businesses' messages adhere to WhatsApp's guidelines. This reduces the risk of WhatsApp flagging or blocking businesses for sending spam or unsolicited messages. Users can deploy templates to initiate new customer conversations or begin a conversation after a 24-hour window.

Types of interactive template buttons

WhatsApp Call-to-Action Button

You can display CTA buttons under your message to direct users to your website, initiate a call, or provide other options.

Sample template

Hello there,

Your order is expected to arrive today.

Track your package to see the latest updates.

WhatsApp Quick Reply Button

These buttons give customers a quick, easy way to interact with your business on WhatsApp. After the customer selects an option, the response will be sent as a simple text message. You can offer up to three buttons to encourage speedy replies.

Sample template

Hello there,

Thank you for shopping with us.

How did you enjoy your purchase?

◻ I loved it!

◻ I liked it.

◻ I didn't like it.

Benefits of interactive message templates

WhatsApp's interactive message templates include buttons that help you guide your customers through a logical automated conversation flow.

Tailored experiences

Compared to text-based lists, interactive messages make it easier for individuals to identify and select the options that best address their needs.

Personalized interactions

Interactive buttons can be customized using media files to help your messages resonate with your target customers.

Higher customer response rate

With interactive message templates, you make it easy for your customers to reply to a question or take specific actions. Rather than typing, they only need to click on their desired answer, which makes it easier for them to respond.

Elevated chance of sales

You have a higher chance of making a sale when your recipient can purchase or claim a discount with just one click. Use an interactive message template to tell your customers about a new promotion and allow them to claim a discount by tapping a button.

Limitations

For call-to-action templates, you can add a maximum of two buttons, one of each type. Button text is restricted to 20 characters per button.
For quick-reply templates, you can add a maximum of three buttons.

Final thoughts

If you want your customers to take specific actions, like visiting your product pages or providing feedback on purchases, interactive WhatsApp message templates are a great tool. Eliminate communication gaps and enhance your conversations with interactive message templates to provide outstanding support and keep your customers satisfied.

I hope you found this article helpful and that you will start using WhatsApp's interactive message templates to elevate customer engagement.

There's more to come, so please watch this space for more IM feature stories.

Until next time,

 Kavya Rao
The Zoho Desk Team

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