Channels and messaging
Interactive message
An interactive message is a message carrying tappable options such as reply buttons, a selectable list, or a link button, rather than plain text the customer has to answer in words.
Also calledbuttonslist messagequick reply
Each channel supports different formats and different limits: WhatsApp allows a small number of reply buttons or a longer single-select list, while Instagram and Messenger use quick replies. They raise completion rates on anything with a fixed set of answers, and they reduce the ambiguity an AI has to resolve.
More in Channels and messaging
Worth knowing alongside it.
- WhatsApp Flow
- A WhatsApp Flow is a structured, form-like experience that opens inside a WhatsApp chat, built in Meta's Flow Builder and triggered by a message.
- Message template
- A message template is a message format submitted to Meta for review in advance, which a business may then send to a customer outside the conversation window with variables filled in.
- Quick reply
- A quick reply is a suggested answer shown as a tappable chip in a chat, which disappears once the customer picks one or types something else.