Interactive Messages

Interactive messages are WhatsApp messages with elements customers can tap, such as reply buttons, selection lists or a form. Customers answer with a tap instead of typing. Businesses may only send them inside the 24-hour window.

What are interactive messages?

Interactive messages are a message type of the WhatsApp Business API. They consist of body text, optionally with a header and footer, plus elements customers can tap. The main kinds:

  • Reply buttons: up to three buttons of at most 20 characters each, for example "Yes", "No" and "Later". The header can be text, an image, a video or a document.
  • Lists: a button opens a menu of up to 10 rows, optionally grouped into sections, with a short description per row.
  • Flow message: a button opens a WhatsApp Flow, a form with several fields or screens.
  • Other types: among others, product messages from a catalogue, a request to share one's location and a button that opens a website.

The answer comes back as a structured message with the ID of the chosen option, so systems can react to it reliably without interpreting free text.

When you may send interactive messages

Interactive messages are free-form messages. They need no approval from Meta but may only be sent inside the 24-hour window, that is, when the customer has written to you in the last 24 hours. Outside the window you use a message template. Templates can carry buttons too, such as quick-reply buttons or a Flow button, but they need approval first.

Interactive messages and quick replies

"Quick replies" means two different things. In many inboxes, SendSeven included, it refers to saved text snippets your team inserts with a shortcut (see quick replies). Reply buttons in interactive messages, on the other hand, are elements the customer taps.

Which format fits depends on the question: reply buttons for up to three options, a list for up to 10, and a WhatsApp Flow as soon as you need several details, free text or an upload.

Why interactive messages matter

  • More replies: tapping is faster than typing. On the go especially, customers are more likely to answer when they only have to pick an option.
  • Clear data: instead of "yeah fine" or "tomorrow probably not", a clear option comes back that can be processed automatically.
  • Better automation: a chatbot or an automated flow branches depending on the button chosen.
  • Fewer misunderstandings: customers see straight away which answers are possible.

Practical example

A hair salon reminds customers of their appointment the day before with an approved template carrying the buttons "I'll be there" and "Reschedule". Tapping "Reschedule" opens the 24-hour window, and the customer gets a list of open times to choose from. The team confirms the new slot, and the old one can be given to someone else in good time.

Interactive messages with SendSeven

In SendSeven you send reply buttons (up to three, 20 characters each) and lists (up to 10 rows) in three ways: straight from the inbox, through the API with POST /api/v1/messages/send/interactive, and in the flow builder, where each button reply gets its own branch. No approval from Meta is needed, and interactive messages also work on Coexistence numbers. Outside the 24-hour window the API rejects them.

Buttons work not only on WhatsApp but also on Messenger, Instagram, Telegram and Live Chat. Lists are available on WhatsApp and Live Chat. The guide in our docs shows how to set them up. For questions with several fields, use WhatsApp Flows (beta).

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