Interactive WhatsApp Messages

GoHighLevel now 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:

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

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

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

TABLE OF CONTENTS

• Prerequisites: Customer Service Window
  • How to Check or Trigger the Customer Service Window
• Add the WhatsApp Interactive Messages Action
• A) Interactive Reply Buttons
  • Steps to Configure
• B) Location
  • Steps to Configure
• C) Contact
  • Steps to Configure
• FAQs

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.

? Learn more about WhatsApp: Customer Service Window Check

How to Check or Trigger the Customer Service Window

You have two options in Automations:

1. Trigger from Customer Replied (WhatsApp)

   • Workflow Trigger: Customer Replied

   • Workflow Trigger Name: Customer Replied

   • Filters: Set Reply Channel = WhatsApp

   • This ensures the workflow only starts when the customer sends a WhatsApp message, which automatically opens the 24-hour window.
     
     
     
     
     

2. Use the WhatsApp: Customer Service Window Check 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

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

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 Automation.

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 and choose the INTERACTIVE MESSAGE TYPE.

A) Interactive Reply Buttons

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.

Steps to Configure

1. Set INTERACTIVE MESSAGE TYPE = Quick Reply Buttons.

2. Fill out the required fields:

   • 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.

3. Save and test the workflow.

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

B) Location

Send customers a location card that includes a clickable map preview.

Steps to Configure

1. Set INTERACTIVE MESSAGE TYPE = Location.

2. 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.

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

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

C) Contact

Send a rich contact card that customers can save to their device.

Steps to Configure

1. Set INTERACTIVE MESSAGE TYPE = Contact.

2. Fill out the required fields:

   Contact Name

   • FIRST NAME (required). Example: John.

   • LAST NAME (required). Example: Jones.

3. Phone Numbers

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

   • PHONE TYPE – Choose Work, Mobile, Home.

4. Email

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

   • EMAIL TYPE – Choose Work, Home.

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

FAQs

Q1: 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.

Q2: 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).

Q4: 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).

Q5: 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.

Q6: Can I send multiple contacts in a single Contact Message?
No. Each Contact Message supports one contact card. To send multiple, create separate actions.