WhatsApp Business API with interactive buttons
WhatsApp Business API Buttons – We know the predefined buttons from dialogs with Facebook Messenger chatbots that guide us through the dialog. With WhatsApp Buttons, WhatsApp is introducing exactly this functionality first in the WhatsApp Business API. Medium and large companies can use this feature for professional customer communication via WhatsApp.
In this post you will learn:
- Why buttons on WhatsApp at all?
- What are WhatsApp Business API buttons?
- Which types of WhatsApp Business API buttons are there?
- Who can use WhatsApp Business API buttons?
Previously, WhatsApp only had numbers, letters or hashtags that could be used to guide users in dialogs (dialogs with Chatbots). This is exemplified by our Corona Info chatbot, which is already in use by many authorities and governments worldwide.
The new WhatsApp Business API buttons offer an upgrade from the old dialog between customer and company, because users can decide much faster what they want to do from the following options via buttons. No reaction from the bot due to spelling mistakes are a thing of the past, as is manually entering numbers to be taken further in the dialog. With one click, customers can get to the area that interests them. At the same time, another point is crucial: WhatsApp Business API buttons will make dialogs shorter and thus customer service via WhatsApp even faster. This means that WhatsApp Business API buttons will help companies save additional resources, for example in processing time for customer inquiries.
The buttons now made available by WhatsApp are functional buttons that companies can make available to their users in dialogs. However, the WhatsApp Business API buttons can only be used if the company also uses the WhatsApp Business API.
Basically, the WhatsApp Business API so far distinguishes all messages that companies send to users as template messages (WhatsApp notifications) or session messages (messages within the 24h service window).
The WhatsApp Business API buttons currently is only supported in template messages and not session messages. The existing templates for Standard Messages and Media Messages will now be extended to Interactive Messages templates to implement the interactive buttons feature. The respective templates must be approved by WhatsApp before they can be sent. Once they are approved, they can be used in WhatsApp notifications as well as customer service messages.
Tip: Learn more about WhatsApp Notifications in our article WhatsApp Business: What are WhatsApp Notifications?
WhatsApp currently supports two types of WhatsApp Business API buttons, which we will briefly explain here.
3.1 Quick Reply
For quick reply, up to 3 additional quick reply buttons are allowed per message template (e.g. My Orders, Recent Products or FAQ). The button for each message can be clicked only once by the customer. Once they click the button, it will turn gray.
3.2 Call-to-Action (CTA)
Up to 2 CTA WhatsApp Business API slates can be added per template message. For example, customers can either go to the company’s website with one click or call it directly. The latter is variable because an interface (API) is always called.
Currently, only companies using the WhatsApp Business API can use the WhatsApp Business API buttons. The WhatsApp Business API, which is aimed at medium and larger businesses, is only available to businesses and organizations through WhatsApp Business Solution Providers (BSPs) like MessengerPeople.
Smaller companies that use the WhatsApp Business app, for example, cannot currently use the newly introduced WhatsApp buttons.
Tip: Learn more about the WhatsApp ecosystem in our WhatsApp Business for Business editorial: Everything you need to know!
Our Messenger Communication Platform is the first professional ticket system for GDPR-compliant customer service via WhatsApp, Apple Business Chat, Facebook Messenger, and Telegram. In the following intro video, you can see what the tool looks like.
You can always participate in our free webinars. They will guide you through the product and give you tips on content and strategy for your customer service via Messaging Apps. How about the WhatsApp webinar for successful implementation and use?