📌 What are Interactive Templates?
Interactive templates are WhatsApp message templates with clickable buttons, sent by Official WhatsApp API.
They allow the customer to:
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 messages with buttons
❌ 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)
1️⃣ Quick Reply
Buttons that appear directly in the conversation and the customer selects with a tap.
📌 Ideal for:
Example:
Opens an organized menu with multiple options after the customer clicks the main button (e.g., “View options”).
📌 Ideal for:
Example of options inside the list:
🔎 Allows organizing into sections and including more options than simple buttons.
⚙️ How to create an Interactive Template
🔹 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:
Buttons (list or quick reply)
🚀 How to use in support
⚠️ 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
