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Message Templates - Interactive Templates

📌 What are Interactive Templates?

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

They allow the customer to:

  • Click buttons

  • Choose options quickly

  • 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 business.

During these 24 hours you can:

  • Send free-form messages

  • Send messages with buttons

  • Chat normally

❌ Outside the 24h window

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

  • You cannot send a regular message

  • Can only send Template approved by Meta

  • The template must fit within the category rules (Marketing, Utility, or Authentication)

🎯 Available button types

1️⃣ Quick Reply

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

📌 Ideal for:

  • Department routing

  • Lead qualification

  • Fast service

Example:

  • I want a quote

  • Talk to an agent

  • View catalog

2️⃣ List

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

📌 Ideal for:

  • Multiple services

  • Plans

  • Appointments

  • Departments

Example of options within the list:

  • Pay now

  • Visit website

  • Confirm appointment

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

⚙️ How to create an Interactive Template

1️⃣ Access:

🔹 Option 1 – Through the Main Menu

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

Full path: Menu >> Link >> 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 on “Create Template”

Configure:

  • First name

  • Category

  • Language

  • Text

  • Variables (if any)

  • Buttons (list or quick reply)

🚀 How to use in support

  1. Open the support chat

  2. Click on Send Template

  3. Choose the template

⚠️ Important summary

  • Works only with Official WhatsApp API

  • Respects the rule of the 24-hour window

  • Outside the window → only approved templates can be sent

PreviousExamples of Message Templates for WhatsApp in SprintHub
NextMessage Templates - How to Use Buttons with Dynamic URL

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