Customise Quick Reply Buttons

This helps to pass more details in the backend (not visible to the customer) to the chatbots when the customer clicks on a quick reply button


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Quick reply button configuration

This feature is useful when a chatbot integration is involved to build the customer journey. For example, the campaign is sent to the customers with a promotion message having a quick reply button "Avail Offer". When a customer clicks on the button, the chat can be handed over to the chatbot and later to a human agent to close the deal. (Or the details can be sent to a 3rd party system or CRM)

In this case, to give more context to the chatbot, a human agent or the 3rd party CRM; Additional information about the Campaigns, Button or the Customer can be passed on the webhook payload so that the bot can use this information to build the customer journey further.

Every button can have a piece of custom information in the backend, which is not visible to the end user. When the end customer clicks on a button, this value will be passed as an additional payload in the webhook event type: 'message.received' under the key: “value”.


Mapping the button 'value'


Enable quick reply button- advanced settings if you want to customise the button value.

Note that this section will be shown only when you select a WhatsApp template with quick reply buttons.

You can customise the button 'value' payload using the above-shown mapping fields. There are 2 ways you can configure the 'value' mapping as below

Send same value for all customers (a static value will be sent in the payload for all the customers when they tap the button) choose "Manual" from the source dropdown and input the value in the next text field

Send a custom value for every unique customer (a custom value will be sent in the payload for every unique customer when they tap the button) first the value should be added to the uploaded recipient's list as an additional column. Choose 'source' as 'recipients list' and select the relevant file column header where the values are added. While sending the campaign value will be picked up from the selected columns for each contact so that when a user taps on a specific button, the same value will be returned in the webhook payload.