WhatsApp Business API is a powerful and feature-packed version of WhatsApp designed specifically for businesses. It allows businesses to directly connect with their customers, building company credibility and reputation.
Every day, a whopping 75 million people send messages to business accounts on WhatsApp. With a messaging open rate of 99%, your messages have a high chance of being seen. All you need to do is create engaging and effective messaging campaigns.
WhatsApp interactive messaging is one such feature that helps you engage with your customers while considering their convenience. It allows for more meaningful support in a single click.
Learn more about WhatsApp's interactive message feature and the benefits of leveraging it for your business.
What is WhatsApp Interactive Message?
WhatsApp interactive messages are a feature of WhatsApp Business API that lets users chat with businesses by selecting interactive buttons for replies.
Here are some important points about WhatsApp interactive messages:
✔️You can combine multiple interactive messages in a single flow.
✔️ Users can only select one option at a time from a list or button message.
✔️ You can go back and revisit previous messages after clicking on a button.
✔️ List or reply button messages cannot be used as notifications.
✔️ Supported platforms include iOS, Android, and the web.
Chatbots that utilize interactive messaging features have shown better response rates and higher conversion rates compared to text-based chatbots.
Ways of implementing WhatsApp interactive messages
There are 2 ways to implement WhatsApp interactive messages:
- Via service conversations
WhatsApp has a rule called service conversations to prevent spam. Customers start these conversations, and you have 24 hours to reply. After that, you can only reply if you start the conversation.
They can be used, for example, to provide substitutes for:
- Delivery schedule (for last-mile logistics companies)
- Detail of the most recent order displayed
- Make a new purchase
- View the payment acknowledgment
- Customer support
- FAQs
- Via WhatsApp interactive message templates
Businesses can only reply with a WhatsApp Message Template after 24 hours have passed.
When creating a message template, you must have the following:
- Message template name
- Components of the message template
- All other translations your business desires
WhatsApp Interactive Message features
WhatsApp interactive features can be broadly summarized into three categories:
- Call-to-action
- Quick Reply
- List Messages
- Call-to-action
It can be attached to text messages or media messages allowing your customer to visit a website, take a survey, or complete a purchase.
These buttons must be visually appealing and easily clickable, encouraging users to engage with the message and perform the desired action.
For call-to-action templates, you can add 2 buttons, up to one button of each type.
- Quick Reply
Quick Reply Buttons offer predefined response options to users, making it easier and quicker for them to reply to messages. Instead of typing out a response, users can simply select one of the provided options with a single tap.
Businesses can offer up to three response options using Quick Reply Buttons. These options can be customized to suit the specific context or purpose of the conversation.
Quick Reply Buttons can be used in a variety of scenarios, such as
- Airtime recharge
- Changing personal details
- Reordering a previous order
- Requesting a return
- Adding optional extras to a food order
- Choosing a payment method
- List Messages
List Messages are used to present a menu of options to users within a WhatsApp chat. They provide a convenient way for users to select an option from a predefined list.
These lists can include text, links, images, and emojis, making the chats more engaging and visually appealing.
List Messages include quick reply buttons that allow users to respond to the message with a single click.
List Messages are best for presenting several options, such as:
- A customer care or FAQ menu
- A take-out menu
- Selection of nearby stores or locations
- Available reservation times
- Choosing a recent order to repeat
Types of WhatsApp Interactive Messages
Here are the types of WhatsApp interactive messages for businesses to utilize:
- List Messages: This type of interactive message presents a menu to the user, typically offering up to 10 options. Users can select one of the options provided to interact with a business.
- Reply Button Messages: These messages also offer a menu-like interaction but with a more streamlined approach. Instead of presenting a list of options, reply button messages display up to 3 options as buttons within the message itself.
This allows users to quickly select one of the provided options without the need for scrolling or navigating through a long list.
- Single-Product Messages: As the name suggests, single-product messages focus on showcasing a single item from a business's inventory. It could be a product, a service, or any other offering.
These messages typically include relevant information about the item, such as an image, description, price, and any other details that help users make a decision or take action.
- Multi-Product Messages: Unlike single-product messages, multi-product messages allow businesses to showcase multiple items from their inventory in a single message. These messages can include a selection of up to 30 products or services. Each item is typically displayed with its image, title, description, and other relevant information.
Multi-product messages are useful for businesses that want to present a variety of options to users, such as an e-commerce store showcasing multiple products or a travel agency presenting different vacation packages.
- Location Request Messages: Location request messages are used to ask users for their location information. These messages prompt users to share their current location or enter a specific address.
This functionality can be useful for businesses that require location-based services, such as food delivery apps, ride-sharing platforms, or any service that needs to provide location-specific information or assistance.
Overall, these different types of interactive messages provide businesses with versatile tools to engage with users, present options, showcase products or services, and collect relevant information for personalized interactions.
Benefits of WhatsApp Interactive Messages
Here is the list of benefits businesses will leverage using WhatsApp interactive messages:
- Simpler and Consistent Format
Interactive messages offer a simpler and more consistent format compared to traditional text-based lists. This format allows users to easily find and select what they want from a business.
During testing, it has been observed that people have higher comprehension levels when interacting with these features. The simplicity and consistency of interactive messages make it easier for users to navigate and engage with businesses, leading to a better user experience.
- Higher Response Rates and Conversions
Interactive messaging features in chatbots have been shown to achieve significantly higher response rates and conversions compared to text-based alternatives. The interactive nature of these messages encourages users to actively participate and engage with the content. As a result, businesses can experience higher user engagement and conversion rates, leading to more successful customer interactions and increased business outcomes.
WhatsApp's interactive feature can be seamlessly integrated with businesses' transactional processes. For example, businesses can enable users to complete purchases, make payments, or fill out forms within the WhatsApp chat itself.
This integration streamlines the conversion process by eliminating the need for users to switch between different platforms or applications.
- Dynamic Personalization
Interactive messages can be populated dynamically in real-time, allowing for personalized content tailored to the customer or situation. For example, businesses can utilize List Messages to display available time slots for appointment bookings or utilize Reply buttons to show previous delivery addresses.
By personalizing messages based on user preferences or contextual information, businesses can enhance the user experience and provide relevant and timely information to customers.
- Minimization of Human Error
With interactive messages, there is a reduced risk of human error in communication. Since the interaction is automated through chatbots, there is less room for misunderstandings or miscommunications that can occur when relying solely on manual text-based communication.
By automating the interaction process, businesses can ensure more accurate and consistent information delivery, leading to improved customer satisfaction and reduced communication errors.
5. Real-time updates
Businesses can utilize interactive messages to provide real-time updates and notifications to their customers. Whether it's delivery notifications, appointment reminders, or flight updates, interactive messages enable businesses to deliver timely and relevant information directly to users' WhatsApp chats.
Customers can also actively engage with the updates by responding, providing feedback, or asking questions. Businesses can use this opportunity to gather additional information, address concerns, or provide further clarification in real-time.
6. Improved customer support
WhatsApp interactive messages facilitate real-time and direct communication between businesses and customers, allowing for prompt and efficient customer support.
Interactive messages offer features like quick replies and buttons, enabling customers to easily navigate and select appropriate options for their queries or concerns.
Businesses can automate certain aspects of customer support using interactive messages, such as providing FAQs or automated responses to common inquiries.
Multimedia support in interactive messages enables businesses to share screenshots, images, or videos to visually assist customers in troubleshooting or resolving issues.
7. Rich media support
Businesses must leverage the visual and interactive nature of rich media to create impactful marketing campaigns, resulting in higher conversion rates and customer satisfaction.
Interactive messages with rich media content can effectively convey emotions, branding, and storytelling, leading to a more engaging and memorable customer experience.
Allow customers to interact with the rich media content by tapping on images, playing videos, or listening to audio files, enabling a more interactive and immersive communication experience.
How to get access to Interactive Buttons on WhatsApp
Here is a step-by-step guide on how to get started with WhatsApp interactive messages for streamlined broadcasting.
- Apply for WhatsApp Business API and create a WhatsApp Business Account:
WhatsApp API is not free to use, and different pricing models are available for WhatsApp Business API, including message-based and subscription-based pricing.
To be eligible for WhatsApp Business API integration, businesses must have a presence in one of the Meta-specified countries, be in good standing, and comply with all applicable laws and regulations.
The pre-requisite requirements for applying for WhatsApp Business API are:
- A Facebook Business Manager account
- A verified business
- A WhatsApp business account
- A line of credit for your WhatsApp business account
There are several ways via which any business can get access to the WhatsApp API. Some of them are:
- On-premises API method
- Sign-up methods
- Cloud method
Accessing the WhatsApp API via the WhatsApp API service provider software is the simplest option. Because the On-premises and cloud methods are relatively difficult for non-developers, the sign-up methods do not provide access to the more effective version of WhatsApp API.
BiteSpeed takes care of the whole process of WhatsApp Business API access on your behalf in just a few steps.
STEP 1 - Business & Facebook Account Details
In the first step, you need to share your details about your Facebook Business account and your website here. BiteSpeed will apply for WhatsApp API approval on your behalf.
Facebook will verify your website and approve or reject your application, depending on whether or not your business meets the WhatsApp Terms of Service.
WhatsApp only allows certain types of businesses to request API access. You can read their policy to see if you are eligible here.
You should also check if your display name and phone number adhere to WhatsApp's guidelines or not here and here.
STEP 2
BiteSpeed will reach out to you in some time on your WhatsApp number provided by you in the form mentioned in STEP 1 to inform you about a request that you'll need to approve in your Facebook business manager account.
STEP 3
You will need to verify the ownership of the phone number using an OTP / verification code sent to your number via SMS.
BiteSpeed will again reach out to you during this step.
The overall process should take anywhere from 2-5 business days.
- Create your interactive message template and send it for approval to WhatsApp
After setting up your WhatsApp Business Account, you can start creating interactive message templates.
Use BiteSpeed to create an interactive message template. The platforms provide tools and interfaces for designing and managing your message templates. You can define the text, formatting, and interactive buttons within the template according to your business needs.
Once you have designed your interactive message template, you need to submit it to WhatsApp for approval. WhatsApp has guidelines and policies that govern the usage of message templates to ensure a high-quality user experience. They review the templates to ensure compliance with their policies and guidelines, including restrictions on promotional content, spam, and privacy.
- Once approved, you can use it to communicate with your customers
After your interactive message template is approved by WhatsApp, you can start using it to communicate with your customers. These templates allow you to send structured and interactive messages that enhance the user experience and enable more engaging conversations.
Using the WhatsApp Business API or compatible third-party platforms, you can send messages based on the approved templates to individual customers or groups. The interactive buttons within the templates can provide options for customers to select, initiate specific actions, or provide quick responses.
Bonus tips for utilizing WhatsApp Business interactive features
✅Keep your messages concise and clear to engage users effectively.
✅Utilize the quick reply feature to provide users with predefined response options for easy interaction.
✅Use buttons creatively to offer options, such as "Buy Now" or "Learn More," to guide users to specific actions.
✅Personalize your messages by including the user's name or relevant information to make them feel valued.
✅Incorporate emojis and stickers to add a touch of personality and make your messages visually appealing.
✅Schedule your interactive messages strategically to reach your target audience at the most suitable times.
✅Experiment with different types of interactive messages, such as polls or surveys, to gather feedback and increase user engagement.
✅Include clear call-to-action statements to direct users towards specific actions, such as "Sign up today" or "Visit our website for more information."
✅Test and analyze the performance of your interactive messages using WhatsApp Business API analytics to understand what resonates best with your audience.
✅Stay compliant with WhatsApp Business API policies and guidelines to ensure a positive user experience and maintain your business reputation.
Start your WhatsApp marketing campaigns today!
WhatsApp Interactive Messages offer exciting opportunities for businesses in 2023 to connect with customers in a more personalized and convenient way. There is still a lot you require for executing WhatsApp marketing successfully.
BiteSpeed boosts your Shopify store sales by 20% through the power of WhatsApp. By analyzing customer behavior and data, BiteSpeed quickly creates the "perfect audience" that drives more conversions. Take advantage of these incredible features provided by BiteSpeed:
✅ Recover Abandoned Carts Campaigns
✅ Support on Multiple Channels
✅ Targeted Bulk Messaging
✅ WhatsApp Shop & Chatbots
With BiteSpeed, you can optimize your marketing strategy and increase sales by utilizing sentimental analysis and advanced capabilities.
Intrigued? Book a demo today to learn more!
