WhatsApp Business API - Sending interactive messages using dynamic reply buttons & list messages


WhatsApp Business API - More convenience with the all-new interactive message templates

WhatsApp chatbots are known for convenience. So is the rapid adoption across and around. WhatsApp Business API is being improved continuously to ensure an enhanced experience for everyone. The latest launch of the two features - Reply Buttons and List Messages by WhatsApp add to the convenience that they already deliver. 

Texts are for free conversations. Not destined to be mere options. strongly believes that strong NLP-backed chatbots are not only fun to engage with but also work (or chat?) wonders. NLP chatbots can personify a smart sales assistant, an empathetic support staff or a marketing rockstar. >>>  Learn more about our NLP capability here. Yet, limiting chatting with just options isn't enough. Typing an alphabet or number to show the option chosen in a conversation is dated. Hence, WhatsApp launched lists and buttons to make user-brand interaction a cake walk. 

What is interactive messages?

Each interactive message option (reply buttons, list messages) gives your users a simpler way to find and select what they want from your business on WhatsApp. During testing, chatbots using interactive messaging features achieved significantly higher response rates and conversions compared to those that are text-based. 

Dynamic Reply Buttons

Reply Buttons are like the Quick Replies we add to notifications. However, Reply Buttons will be added inside the conversations. This allows users to make quick choices for any chatbot’s question or context inside the 24-hour window. Messages including up to 3 options — each option is a button. This type of message is faster for users to make a selection from a menu when interacting with a business. Reply buttons have the same user experience as interactive templates with buttons. Each message can have upto 3 ‘Reply Buttons’ to quickly choose from. Let’s see some use-cases: Telecom: for choosing the plan duration and bill payments Travel: choosing the mode (email, WhatsApp, or SMS) of receiving the ticket copy Financial services: Choosing the relevant interest (Mutual Funds, Equity, Bonds) Retail/e-commerce: for checking order status or making return requests The ‘Reply Buttons’ option is useful wherever the number of choices is limited to 3. 

List Messages

List Messages provide a much intuitive and consistent format for the users to choose what they want at a particular part of the conversation. These are useful when the number of choices for a particular context is as high as 10 options. Some powerful use-cases of List Messages could be: Restaurants: Repeating from the history of orders or choosing the seasonings for the pizza. Health: Choosing the preferred insurance plan or booking an appointment from the slots. Automobile: Choosing from the list of vehicle types interested in.

Lists or Buttons? Nope. Lists + Buttons

Without a doubt, both. A good chatbot conversation should have a nice mix of both List Messages and Reply Buttons at right spots for enriched user experience. Some examples to look at. Telecom Photo credit : WhatsApp For govt. organisations For Retail/ecommerce/restaurants The right use of Lists and Reply Buttons: Can potentially reduce user drop-off rate Can improve user understanding of the conversation flows Great. So, are you ready to set up ‘Lists and Reply Buttons’ in your WhatsApp chatbot yet?Credits: All images & screenshots used in this blog belong to WhatsApp  

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Key Benefits

During testing, businesses using List messages and Reply buttons for their chatbots achieved significantly higher response rates and conversions compared to those that are text-based. User Comprehension - During testing, businesses found that people had higher comprehension levels, and lower dropout, with these features than chatbots using text-based lists. Business Outcomes - During testing, businesses found that chatbots with these features achieved significantly higher response rates and conversions compared to those that are text-based. Personalized -They are populated dynamically in real-time, so can be personalized to the customer or situation. For example, you can show a List message of available appointment booking slots, or use Reply buttons to show previous delivery addresses. No Templates - Interactive Messages do not require templates or pre-approvals

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