WhatsApp interactive messages in CRM: A complete guide
Learn how to create and send WhatsApp interactive messages in Pepper Cloud CRM to boost engagement—no Meta approval needed.
Pepper Cloud CRM now supports interactive messages, a powerful addition to your communication toolkit that streamlines engagement over WhatsApp. Unlike WhatsApp message templates that require Meta’s approval, interactive messages can be sent instantly, without delay or waiting for approvals.
What are WhatsApp interactive messages?
Interactive messages are a new category of WhatsApp messages that allow businesses to include buttons, lists, and CTAs in their conversations. They make interactions smoother, more intuitive, and quicker, enhancing user experience and response rates.
You can now create and send three types of interactive messages directly from your Pepper Cloud CRM.
1. Interactive list messages
It offers customers a list of options in a scrollable format. Ideal for menu selections, appointment types, service categories, etc.
2. Interactive reply buttons
The interactive reply button message type allows customers to respond quickly with predefined buttons instead of typing a reply.
Note: Quick reply buttons are available in Message templates too. However, they need to be approved by Meta before you use them.
3. Interactive CTA (Call-to-Action) messages
This message type allows you to include buttons with URLs to guide users to take a specific action, such as visiting a website or calling a number.
Benefits of interactive WhatsApp messages
- No Meta approval required: Start sending immediately without delays.
- Higher engagement: Buttons and lists simplify decisions for users.
- Time-saving: Reduces back-and-forth typing and clarifies choices.
- Professional UI: More polished, consistent customer experience.
When should you use interactive messages instead of templates?
To help you decide between using interactive messages and traditional message templates, here is a detailed comparison.
Message templates vs. interactive messages
Interactive messages offer a faster, more user-friendly way to interact with customers within the active conversation window. They do not require approval and allow structured responses through buttons and lists. However, they cannot be used for broadcasts, workflows, or outside the customer service window. Message templates, on the other hand, offer more flexibility for scale and timing but require prior approval.
How to create WhatsApp interactive messages in Pepper Cloud CRM
- Click on “Settings” (Gear icon) and navigate to “Customisation”.
- Click on “Channel template”.
- Click “Create new”.
- Select “WhatsApp Cloud API” and select “Next”.
- Choose “Message type” as “Interactive messages”.
- Choose the header, add body text, footer text, and choose type of interactive messages. Fill in all the details and save it.
Note: In Interactive Lists, only text headers are supported. For Interactive Replies and CTA messages, you can use either text or media as the header.
Interactive messages can only be sent within active WhatsApp message windows. They are also supported by the AssistAI chatbot.
WhatsApp interactive messages - Frequently asked questions (FAQs)
1. Can I use these messages for bulk campaigns?
No, currently interactive messages can't be used for bulk messaging campaigns.
2. Can I track responses to buttons or lists?
Yes, responses to interactive messages are tracked and visible in the conversation history.
3. How can WhatsApp interactive messages benefit my business?
WhatsApp Interactive Messages enhance customer engagement by offering quick, structured response options like buttons and lists. They reduce response time, simplify decision-making, and create a more seamless and professional customer engagement.
4. How to send media files with interactive messages?
Media files can be added in the header section when using Reply Buttons or CTA types of interactive messages.
5. Can businesses across industries use WhatsApp interactive messages?
Absolutely. Interactive messages are versatile and effective for various use cases like support, sales, bookings, and feedback, making them valuable for any business type.
6. How to start using WhatsApp interactive messages?
Firstly, set up your WhatsApp API and CRM integration. After that, you can start crafting interactive messages tailored to your business goals and customer interactions.
7. Can I use WhatsApp interactive messages without API access?
No, the feature is available only on WhatsApp Business API, and not on the WhatsApp Business App.
How to drive customers to WhatsApp by adding a WhatsApp chat button on your website
To maximise the benefits of interactive messages, it is important to first bring your customers to WhatsApp. A simple and effective way to do this is by adding a WhatsApp live chat button on your website. This allows website visitors to start a conversation instantly with your team on WhatsApp, where you can then use interactive messages to guide, support, or convert them.
Use our free tool to generate your WhatsApp widget
Create and customise your WhatsApp click-to-chat widget using our free generator tool:
👉 Generate your WhatsApp widget now
No coding required—just enter your details, copy the code snippet, and embed it on your website to start receiving chats directly in Pepper Cloud CRM.
Conclusion
Interactive messages offer a faster, more engaging way to communicate with your customers via WhatsApp. By removing the barrier of Meta approval and introducing smart UI elements, Pepper Cloud CRM empowers you to take your customer interactions to the next level.
Start using interactive messages today and turn every conversation into a seamless experience.
