In 2022, Meta introduced a new feature: predefined reply buttons for the WhatsApp Business platform. Below, we'll explain how they work and why you should integrate them into your customer communications.
Interactive buttons have long been a popular feature in messaging apps. In 2022, Meta also brought this functionality to the WhatsApp Business Platform (API). We'll take a look at how predefined buttons work, what types of buttons exist, and why you should use them.
Why does WhatsApp have a button in the first place?
Is it easier to type a reply on your smartphone or just press a button? That's right! Using buttons in WhatsApp chats makes conversations between businesses and customers easier and faster. However, until recently, WhatsApp only offered numbers, letters, and hashtags as an easy way to guide users in conversations with chatbots.
In 2022, WhatsApp rolled out an update to its interactive message templates and added interactive buttons, officially called predefined buttons.
These buttons make the interaction between the bot and the user smoother, eliminating the problem of dead-end conversations when the user misspells a keyword and the bot can't understand the command.
Now, with just a few clicks, customers can achieve the same results as a long conversation, improving the quality of customer support. Now he also has to consider one positive factor. Buttons on the WhatsApp Business platform shorten conversations between businesses and customers, freeing businesses to spend their time and resources elsewhere.
What is the WhatsApp Business Platform Button?
Predefined buttons are a premium business feature. Currently, it is only available to businesses using the WhatsApp Business platform. Button not available for users of the free WhatsApp Business app (Because chatbots can't be integrated either).
Meta defines predefined reply button messages as part of the interactive message template. Therefore, businesses must use message templates to set up reply buttons, and message templates must be approved by WhatsApp before being sent to users.
Buttons can be attached to regular text or media messages, and once the template is approved, businesses can use them in notification and customer service messages.
What types of WhatsApp Business API buttons are there?
WhatsApp currently supports two types of (predefined) WhatsApp Business Platform buttons: quick reply buttons and CTA buttons.
important: You can also set up regular reply buttons for interactive messages that don't require templates or pre-approval. However, these cannot be used in template messages and must be sent within 24 hours of the user's last message. If you send outside of this window, you will receive an error message.
quick reply
Quick Reply allows customers to send a quick text message back by tapping the reply button. For quick reply message templates, you can include up to three quick reply buttons.
Each message button can be clicked only once by the customer. When you click the button, it turns gray.
call to action
A CTA (Call-To-Action) button allows your customers to access your website by calling your phone number. CTA responses can include up to two buttons.
What happens when a user taps the reply button?
When the user selects the reply button (tap reply or call back), your business will receive a notification. However, note that customers can also write their messages via free text instead of tapping a button. Make sure the template is configured for this scenario as well.
For example, in that case you can set up a handover to a human agent.
Who can use the WhatsApp Business API button?
Currently, interactive buttons are only available to businesses using the WhatsApp Business platform.
The easiest way to access the platform is through an official business solution provider like Sinch Engage. Sinch Engage provides professional, ready-to-use messaging solutions that require no coding skills. In addition to accessing the WhatsApp Business Platform, you will also be granted access to other messaging channels such as Instagram Direct, Facebook Messenger, Telegram, and Apple Messages for Business.
It includes a simple chatbot builder, message templates for your campaigns, and an integrated interface that lets you direct conversations (manually or via automated routing) from any messaging app to any agent.
This professional solution allows you to save resources and expand your customer service at the same time.
