Use case of WhatsApp Interactive Messages

This section covers the use case of WhatsApp Interactive Messages in enhancing the customer experience .

Use Case: Booking a Home Service Appointment via WhatsApp Interactive Message

Businesses can use interactive WhatsApp messages to make customer journeys smoother without needing users to type long responses by using :

• Quick Reply Buttons

• Call-to-Action (CTR) Buttons

• Request Location

• List Messages

List items are not clickable. Customers must manually type their choice to proceed.

Example Flow: Booking a Service Appointment

Step 1: Send Introductory Message with Quick Reply Buttons

Message:

Hi {{customer_name}}, Thanks for reaching out! Please select a service to get started:

Options:

• Salon Service

• Home Cleaning

• Appliance Repair

These buttons help users reply quickly without typing.

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Step 2: Choose Time Slot via List Interactive Message (Manual Input Required)

Message:

Please reply with your preferred time slot from below: (Type your answer)

List:

• Morning (9 AM – 12 PM)

• Afternoon (12 PM – 3 PM)

• Evening (4 PM – 7 PM)

Note: These options are not clickable. The user must manually type their choice.

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Step 3: Request Customer Location via Request Location interactive Message

Message:

Please share your location so our professional can reach you easily.

Button:

Share Location

This makes it easy for users to send their live location with one tap.

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Step 4: Request Address (Text Input)

Message:

Kindly enter your full address for service delivery (House no., Street, Landmark, City, Pincode).

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Step 5: Confirm & Track Appointment with CTR URL Buttons

Message:

Your appointment is confirmed! You can view details below:

Buttons:

View Details

Easy access to booking status without navigating through apps or emails.