Send reply buttons, a list or a link button
Instead of having the client type their answer, give them buttons to tap, a list to choose from, or a link button such as “Pay now”. The client’s tap comes back to the chat as a normal reply.
Before you start · 1 thing · for agentsA Cloud, Messenger or Instagram chat with its window open
Before you start · 1 thing · for agents
A Cloud, Messenger or Instagram chat with its window open
- You need: The Update permission on the channel
- A chat on WhatsApp Cloud, Messenger or Instagram, with the window open.
Steps
1
Open the chat and press More message types (the plus button) in the message bar.
2
Choose the type: Buttons, List or Link button.
3
Type the message text, then add the buttons, or the list sections and their options, or the button title and the link.
4
On WhatsApp Cloud only: add a text header and footer if you want.
5
Send.
Before sending, Corteksa checks every limit and shows all the problems at once.
Limits by channel
WhatsApp Cloud
Messenger
Instagram
Reply buttons
Up to 3, button title 20 characters, text 1,024 characters
Up to 13, title 20, text 2,000
Up to 13, title 20, text 1,000 bytes
List
Up to 10 sections and 10 options in total. Option title 24, its description 72, section title 24, list button 20, text 4,096
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—
Link button
Title 20, text 1,024
Title 20, text 640
Title 20, text 640
Header and footer
Text up to 60 characters each
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—
Option IDs must be different within one message.
The client’s reply
The client’s tap shows as a message from them, with the option’s title as its text. In automations, match on the option ID, not the title, because titles can repeat or change.
A failed interactive message is resent with its buttons when you retry it.
Not available on WhatsApp Web and TikTok. On WhatsApp Web, use a poll.
If something goes wrong
What you see
Why
What to do
“Interactive message type not supported on this channel”
The channel doesn’t support this type, such as a list on Instagram.
Use buttons or a link button.
“Interactive message not valid”
A title is longer than the limit, there are more options than allowed, or IDs repeat.
Fix each problem shown in the message.
A real example
Basma Clinics
The situation
Confirming appointments needs written replies that are often unclear.
What they did
- The receptionist sends: “Do you confirm your appointment tomorrow at 5?” with 2 buttons, “Yes” and “I want to change it”.
- They built an automation that updates the appointment status based on the button chosen.
The result
Confirming now takes one tap, and the appointment status updates automatically.
A made-up company, to show the idea. The numbers are rounded.
Good to know
WhatsApp Cloud: 3 reply buttons at most.
Messenger and Instagram: no lists.
An interactive message follows the same messaging window.
Did this guide solve it?
If not, we’ll ask what was missing.