# Message Templates - Interactive Templates

#### 📌 What are Interactive Templates?

Interactive templates are **WhatsApp message templates with clickable buttons**, sent by **Official WhatsApp API**.

They allow the customer to:

* Click buttons
* Quickly choose options
* Access links
* Interact with automated flows

***

## 🚨 MOST IMPORTANT RULE: 24-HOUR WINDOW

Interactive templates **only work when the conversation is within the active 24-hour window**\
or when you use an approved template to reopen the conversation.

#### ✅ What is the 24h window?

The 24-hour window starts when the customer sends a message to your company.

During these 24 hours you can:

* Send free-form messages
* Send messages with buttons
* Chat normally

#### ❌ Outside the 24-hour window

If the customer has not replied in the last 24 hours:

* You **cannot send a regular message**
* You can only send **Template approved by Meta**
* The template must fall within the category rules (Marketing, Utility or Authentication)

***

### 🎯 Types of buttons available

#### 1️⃣ Quick Reply

Buttons that appear directly in the conversation and the customer selects with a tap.

📌 Ideal for:

* Routing to department
* Lead qualification
* Quick support

**Example:**

* I want a quote
* Talk to an agent
* See catalog

#### 2️⃣ List

Opens an organized menu with multiple options after the customer clicks the main button (e.g., “View options”).

📌 Ideal for:

* Multiple services
* Plans
* Appointments
* Departments

**Example of options inside the list:**

* Pay now
* Access website
* Confirm appointment

🔎 Allows organizing into sections and including more options than simple buttons.

***

### ⚙️ How to create an Interactive Template

{% embed url="<https://youtu.be/f6eCFbYhUGM>" %}

#### 1️⃣ Access:

#### 🔹 Option 1 – Through the Main Menu

1️⃣ Access the **Menu**\
2️⃣ Click on **Relate**\
3️⃣ Select **Message Templates (Meta)**\
4️⃣ Select the tab **Interactive**\
5️⃣ Click on **WhatsApp API**

Full path:\
**Menu >> Relate >> Message Templates (Meta) >> Interactive >> WhatsApp API**

#### 🔹 Option 2 – Through System Settings

1️⃣ Click on **System Settings**\
2️⃣ Click on **Message Templates**\
3️⃣ Select the tab **Interactive**\
4️⃣ Click on **WhatsApp API**

***

#### 2️⃣ Click “Create Template”

Configure:

* Name
* Category
* Language
* Text
* Variables (if any)
* Buttons (list or quick reply)

***

### 🚀 How to use in support

1. Open the support session
2. Click on **Send Template**
3. Choose the template

***

### ⚠️ Important summary

* Only works with **Official WhatsApp API**
* Respects the rule of the **24-hour window**
* Outside the window → only approved templates can be sent


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