Interactive message

A WhatsApp message with built-in choices, such as reply buttons or a list, that customers tap instead of typing.

An interactive message gives the customer something to tap. The main types are reply buttons (a few options under a message), list messages (a menu that opens with more options), and richer formats such as WhatsApp Flows. They are sent inside the customer service window and need no template approval.

Tapping is faster than typing and removes guesswork. A customer choosing 'Track my order' from a menu gives you an exact answer that a chatbot can act on, where a typed 'wheres my parsel' might not be understood.

Use interactive messages wherever a customer is choosing between known options: menus, yes/no confirmations, picking a branch or a time. Keep option labels short. In Marichi Talks, Flow Builder lets you build conversations with buttons and lists, and Test Flow runs the real flow before customers see it.