Definition
Interactive messages are WhatsApp message types with tappable elements, such as reply buttons, list menus, call-to-action URL buttons, location requests and product messages, that a business can send inside a customer service window.
Interactive messages make conversations faster and easier to automate than free text. According to Meta's documentation, a reply buttons message offers up to three predefined replies with labels of up to 20 characters. A list message has a single button that reveals up to 10 rows, which can be grouped into sections.
Other formats include CTA URL buttons, media carousels, location request messages, and catalog-based single- and multi-product messages. When the user taps an option, the business receives a webhook with the selected ID, which makes routing and chatbot logic reliable.
Interactive messages are non-template messages, so they can only be sent inside an open customer service window. To get a similar experience outside the window, use a template with quick-reply or URL buttons.
Design tip: keep labels short and distinct, write separate Arabic and English versions rather than mixing scripts, and always handle users who type a free-text answer instead of tapping.
Example
Body: "How would you like to receive your order?" Buttons: [Home delivery] [Store pickup] [Talk to agent]