Interactive WhatsApp Messages let you add buttons, lists, location, and contact cards to WhatsApp messages sent from HighLevel Workflows. This article covers what interactive messages are, which interactive WhatsApp message types you can send in HighLevel and how to configure them within Workflows.

TABLE OF CONTENTS

• What are Interactive WhatsApp Messages?
• Key Benefits of Interactive WhatsApp Messages
• Prerequisites: Customer Service Window
  • How to Check or Trigger the Customer Service Window
• How to add the WhatsApp Interactive Messages Action
  • Interactive Reply Buttons (Interactive Message Type)
  • Location (Interactive Message Type)
  • Contact (Interactive Message Type)
  • List (Interactive Message Type)
  • Interactive Call-to-Action (Visit Website) URL Button Messages
  • Example URL with CRM Variables
  • Example Button Setup in Workflow
  • Branching & Workflow Behavior
• Best Practices
• Frequently Asked Questions
• Related Articles

What are Interactive WhatsApp Messages?

HighLevel supports Interactive WhatsApp Messages directly inside the Automation module. A new action called WhatsApp Interactive Messages makes it easy to send rich, interactive experiences to your customers on WhatsApp. With this feature, you can send:

• Interactive Reply Buttons – Up to 3 quick-reply buttons your users can tap.
  
  

• Location Messages – Send a map location with latitude and longitude.
  
  

• Contact Messages – Send rich contact cards with names, phone numbers, addresses, and emails.
  
  

• List Messages – Present structured menus with multiple sections and rows.

Key Benefits of Interactive WhatsApp Messages

The points below explain the practical advantages you’ll gain by using interactive WhatsApp Messages within your workflows.

• Higher Reply Rates: Contacts answer faster because responding is a single tap, no need to type.
  
  

• Cleaner CRM Data: Choices are standardized, cutting typos and mismatches so reporting stays accurate.
  
  

• Lower Messaging Costs: Window-aware sending helps you avoid unnecessary spend.
  
  

• More Conversions: Direct calls-to-action move contacts to booking, checkout, or payment with less friction.
  
  

• Fewer Mistakes and Misunderstandings: Predefined options minimize typos and ambiguity, so conversations stay accurate and on track.

Prerequisites: Customer Service Window

Before you send Interactive WhatsApp Messages, you must ensure the WhatsApp 24-hour Customer Service Window is open.

When a WhatsApp user sends your business a message, a 24-hour Customer Service Window begins. During this window:

• You can send unlimited Interactive WhatsApp messages at no cost.
  
  
• There are no restrictions on free-form messaging.
  
  

Click here to learn more about WhatsApp: Customer Service Window Check

How to Check or Trigger the Customer Service Window

You have two options in Automations:

Option 1: Use the Customer Replied Trigger (WhatsApp)

The Customer Replied via WhatsApp trigger ensures the workflow only starts when the customer sends a WhatsApp message, which automatically opens the 24-hour window. Use the information below to configure this trigger:

• Workflow Trigger: Customer Replied
  
  
• Filters: Set Reply Channel = WhatsApp

Option 2: Use the WhatsApp: Customer Service Window Check Action

Use the WhatsApp: Customer Service Window Check action to evaluate whether the 24‑hour window is open before sending your interactive message. Use the information below to configure this action:

• Action Name: WhatsApp: Customer Service Window Check
  
  
• CONVERSATION PHONE NUMBER: Choose the WhatsApp number you’re sending from.
  
  
• Configure Branches:
  
  

  • Branch Name: Open – Condition: Customer Service Window is Open
    
    

  • Branch Name: Closed – Condition: Customer Service Window is Closed
    
    

Important: If the window is closed, you must send a Marketing or Utility Template message to reopen the conversation.

How to add the WhatsApp Interactive Messages Action

Once you’ve confirmed the Customer Service Window is open, you can add the new Interactive Messages action.

1. Open your Workflow.
   
   

2. Click Add Action (+).
   
   

3. Select WhatsApp Interactive Messages.
   
   

4. (Optional) Rename Action Name for clarity (default is WhatsApp Interactive Messages).
   
   

5. In Interactive Message Configuration, select the FROM PHONE NUMBER then choose the INTERACTIVE MESSAGE TYPE.

Interactive Reply Buttons (Interactive Message Type)

Interactive Reply Buttons let you present up to 3 predefined responses. Users tap a button, and their selection can trigger branches, tags, or follow-up actions in your workflow.

Here is how you configure Interactive Reply Buttons:

Step 1: Choose the Interactive Message Type

• Set INTERACTIVE MESSAGE TYPE = Quick Reply Buttons

Step 2: Fill Out the Required Fields

The require fields for Quick Reply Button messages are:

• Input for Button Message – The main message text.

• BUTTON COUNT – Choose up to 3.

• HEADER TYPE – Text, Image, Video, or Document.

• HEADER TEXT OR MEDIA URL – Enter text or media link.

• BODY – Required; main message body.

• FOOTER – Optional; short supporting text.

• TIMEOUT UNIT – Minutes, Hours, or Days.

• TIMEOUT VALUE – Enter number of units.

• Button Titles – Add label text for each button.

Once all information has been added, make sure to Save and Test your workflow!

Tip: Keep body text concise so buttons are visible without scrolling.

Location (Interactive Message Type)

With the Location Interactive Message Type, you can send customers a location card that includes a clickable map preview.

Here is how you configure Interactive Location Messages:

Step 1: Choose the Interactive Message Type

• Set INTERACTIVE MESSAGE TYPE = Location.
  
  

Step 2: Fill Out the Required Fields

Fill out the required fields in Location Details:

• LOCATION NAME – Example: Facebook HQ.

• ADDRESS – Example: 1 Hacker Way, Menlo Park, CA 94025.

• LATITUDE – Example: 37.758056.

• LONGITUDE – Example: -122.425332.
  
  

Save and test to confirm the location renders correctly in WhatsApp.

Tip: Always double-check coordinates match your business address to avoid confusion.

Contact (Interactive Message Type)

With the Contact Interactive Message Type, you can send customers a rich contact card that they can save to their device. 

Here is how you configure Interactive Contact Messages:

Step 1: Choose the Interactive Message Type

• Set INTERACTIVE MESSAGE TYPE = Contact.

Step 2: Fill Out the Required Fields

Fill out the required fields:

• Contact Name
  • FIRST NAME (required). Example: John.
  • LAST NAME (required). Example: Jones.
    
    

• Phone Numbers

  • PHONE NUMBER (required). Example: +16505551234.

  • PHONE TYPE – Choose Work, Mobile, Home.
    
    

• Email

  • EMAIL ADDRESS (optional). Example: john.jones@company.com.

  • EMAIL TYPE – Choose Work, Home.

Save and test the workflow to confirm the contact card appears properly in WhatsApp.

List (Interactive Message Type)

List Messages allow you to send structured menus with multiple sections and rows, giving customers clear options to choose from. Each selection can trigger separate branches in your workflow.  

Here is how you configure Interactive List Messages:

Step 1: Choose the Interactive Message Type

• Set INTERACTIVE MESSAGE TYPE = List.

Step 2: Fill Out the Required Fields

• Fill out the required fields:
  
  

  • Input for Button Message – The main prompt text for the menu.

  • SECTION COUNT – Choose how many sections you want (e.g., 3).

  • HEADER TEXT – Optional; short header title.

  • BODY – The main message body.

  • FOOTER – Optional; supporting text.

  • LIST BUTTON TEXT – The button label that opens the list (e.g., “View Options”).

  • TIMEOUT UNIT & VALUE – Choose the timeout (5 minutes to 2 days).
    
    

• Configure each section:
  
  

  • SECTION TITLE – Example: “Plans” or “Services”.

  • ROW COUNT – Number of rows in the section.

  • ROW TITLE – Option label (e.g., “Premium Plan”).

  • ROW DESCRIPTION – Optional description for the option.
    
    

• Add branching for each row:
  
  

  • Example: Section1 Row1, Section2 Row1, etc.

  • Additional branches are available for Not Delivered and Timeout.
    
    

Save and test to confirm the menu appears and selections trigger the correct branches.

Tip: Use section titles to group related options (e.g., “Plans”, “Add-ons”) for better clarity.

Interactive Call-to-Action (Visit Website) URL Button Messages

WhatsApp users may be hesitant to tap long or complex URLs in plain text messages. Interactive CTA URL Button Messages solve this by mapping any URL to a clean, tappable button — creating a smoother and more trustworthy experience. When tapped, the button opens the specified URL in the user’s default browser.

Here is how you configure Interactive Contact Messages:

Step 1: Choose the Interactive Message Type

• Set INTERACTIVE MESSAGE TYPE = Visit Website Button.

Step 2: Fill Out the Required Fields

Complete the required fields:

• HEADER TYPE – Choose from Text, Image, Video, or Document.

• HEADER TEXT OR MEDIA URL – Provide the header text or media link.

• BODY – Enter the main message body (max 1024 characters).

• FOOTER – Optional short supporting text (max 60 characters).

• URL – Enter the destination URL.

• BUTTON TEXT – Enter the text that will appear on the button (max 20 characters).

• TIMEOUT UNIT & VALUE – Choose Minutes, Hours, or Days (allowed range: 5 minutes – 2 days).

Save and test with a sample contact to confirm the button displays correctly and links open in the browser.

Example URL with CRM Variables

You can dynamically personalize URLs by embedding CRM fields, including contact fields and custom values.

Example:

https://www.google.com/?name={{contact.name}}&calendar={{custom_values.agent_calendar}}

In this example:

• {{contact.name}} will dynamically insert the contact’s name.
  
  

• {{custom_values.agent_calendar}} will insert the assigned agent’s calendar link.
  
  

This lets you build personalized booking links, payment URLs, or campaign landing pages.

Example Button Setup in Workflow

• HEADER (Text): Workshop Details

• BODY: Tap below to book your slot.

• FOOTER: Spots are limited.

• URL: https://mybusiness.com/booking?name={{contact.name}}

• BUTTON TEXT: Book Now

• TIMEOUT VALUE: 30 Minutes
  
  

Result: Each customer sees a unique button linking to their personalized booking page.

Branching & Workflow Behavior

You can branch workflows based on the button’s delivery and interaction:

• Link Opened – Trigger when the link is successfully opened.
  
  

• Not Delivered – Trigger if the message fails to deliver.
  
  

• Timeout – Trigger if the message expires without interaction.
  
  

This allows you to automate follow-up actions based on whether customers engage with the link.

Best Practices

• Always use trusted or branded URLs for better click-through rates.
  
  

• Use CRM variables to reduce friction (e.g. pre-fill forms or auto-assign calendars).
  
  

• Combine with Customer Service Window Check to ensure the message is sent during an open session.

Frequently Asked Questions

Q: Do Interactive WhatsApp Messages cost extra?
No. As long as the 24-hour Customer Service Window is open, Interactive WhatsApp Messages are free. Meta does not charge for service conversations.

Q: What happens if I try to send an Interactive Message outside the 24-hour window?
If the Customer Service Window is closed, you must send a Marketing or Utility Template message first to reopen the window.

Q3: How many buttons can I add in a Quick Reply message?
You can add up to 3 reply buttons. Each must have unique text (20-character limit).

Q: Can I use both headers and footers in a Quick Reply Message?
Yes. Headers support Text, Image, Video, or Document. Footers support short text only (max 60 characters).

Q: What happens if I enter the wrong coordinates for a Location Message?
The location card may drop the pin in the wrong place. Always verify latitude and longitude before saving.

Q: Can I send multiple contacts in a single Contact Message?
No. Each Contact Message supports one contact card. To send multiple, create separate actions.

Q: How many sections and rows can I add in a List Message?
You can configure multiple sections, each with one or more rows. Each row requires a title (mandatory) and can include an optional description. Timeout must be set between 5 minutes and 2 days.

Q: Can I personalize URLs in Interactive Call-to-Action (Visit Website) Button Messages?
Yes. You can use CRM variables, including contact fields and custom values, inside URLs. Example:

https://www.google.com/?name={{contact.name}}&calendar={{custom_values.agent_calendar}}

This allows you to create personalized booking links, payment pages, or campaign landing pages.

Q: What happens if the customer taps a Visit Website button?
The link opens in their default browser. In workflows, you can branch based on outcomes:

• Link Opened

• Not Delivered

• Timeout
  
  

Q: What are the timeout rules for Interactive Messages?
Timeouts define how long an interactive message (buttons, lists, or visit website buttons) stays active.

• Minimum: 5 minutes

• Maximum: 2 days

After timeout, the interactive element becomes inactive, and you can use the Timeout branch in workflows for follow-ups.

Q: Can I send multiple interactive types in one message (e.g., a List and a Visit Website Button)?
No. WhatsApp only allows one interactive message type per message. You can, however, send multiple actions sequentially in workflows.

Related Articles

• WhatsApp Full Setup Guide for Agency
  
  
• WhatsApp Contact Management and Smartlist
  
  
• WhatsApp Flows: In app Appointment Booking
  
  
• How to Set Up WhatsApp for a Sub-Account
  
  
• WhatsApp: Send Message Templates (Snippets)