You can setup automated intent actions like Open Bot: Select & trigger a bot that you’ve already created to continue the conversation with the contact. Trigger a Form: You can select a form that will be triggered when a quick reply is selected by the contact enabling you to collect information. Connect to team: On selection of a quick reply, you can connect the chat to an available member of the selected team. Connect to Agents: You can select a list of agents who will be assigned the chat with this Intent Action. No Intent: If you’d like to end the conversation here, you can simple select No Intent and nothing will be triggered.

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Introducing Quick Reply Actions ⚡

Set Automated Actions on Broadcast Responses

Quick Replies are the easiest way to get people to respond to your broadcast messages. At WhatCX, we have innovated further on this and have introduced Quick Reply Actions. This allows you to build powerful automations at the press of a button. With Quick Reply Actions, you can route chat to the right agent or team, trigger a form, transfer the chat to a bot, send automated response messages and much more.

Read on to explore how Quick Reply Actions can help you do much more with broadcast messages.

Overview

Quick Replies are buttons that are added to WhatsApp messages which allow users to send messages without having to type them out. For instance, a car dealership may send a message and include Quick Replies at the bottom, such as “Book a Test Drive,” “Book a Service Appointment,” or “Lease a Car.” A WhatsApp Template Message allows for the addition of a maximum of three Quick Reply Buttons.

Now, with the new functionality of Quick Reply Actions, WhatCX customers can create powerful automated conversational flows.

Benefits of using Quick Reply Actions

WhatCX responds automatically to improve customer experience

One-click to understand the customer Intent even before connecting to agent

Capture lead data by triggering an Enquiry right when contact is engaged

Direct the chat to the right agent at the press of a quick reply button

Label and Tag assignment for lead nurturing and planning the lead cycle

Build better conversational flows by triggering intents on Quick Reply buttons

Available Actions

WhatCX offers a wide range of actions to choose from and assign to the quick replies making the conversational experience powerful and delightful for the users. The actions include:

Intent Actions

You can setup automated intent actions like

Open Bot: Select & trigger a bot that you’ve already created to continue the conversation with the contact.
Trigger a Form: You can select a form that will be triggered when a quick reply is selected by the contact enabling you to collect information.
Connect to team: On selection of a quick reply, you can connect the chat to an available member of the selected team.
Connect to Agents: You can select a list of agents who will be assigned the chat with this Intent Action.
No Intent: If you’d like to end the conversation here, you can simple select No Intent and nothing will be triggered.

Multiple Response Messages

With Response Message action, you can setup multiple response messages that will be sent to the user when they tap on any given Quick Reply buttons with a template message.

Assign Tags

The selected tags will be applied to the contact’s profile upon selection of a Quick Reply. You can then use this tag to filter out contacts who have performed this action.

Chat Labels

Chat Labels can be applied on the conversation before it is handed over to human agents to let them know about the context and importance of the conversation.

How to use Quick Reply Actions?

Quick reply actions can be setup while creating a new template or when creating a broadcast message with a template that has Quick Reply buttons. These actions are not related to the WhatsApp Cloud API and are a feature of the WhatCX platform. Therefore, these actions can be edited for any template easily, without needing any approval from WhatsApp.

You can Add Action to Quick Replies. It means that you can control the actions that will happen once someone clicks on any of the Quick Reply Buttons.

Click on Add Action button next to the Quick Reply Button, you’ll see ‘Reply Actions’
Type Quick Reply label and click on Add Action.
Under ‘Intent’, you can will see 5 actions that can be configured.
- Trigger Bot – If we select the intent as ‘Trigger Bot’. You then have to select which Bot you want to trigger as a reply to the particular template. You can also assign Tags and create Chat Labels which will be assigned automatically as someone replies.
- Log Enquiry – If you select ‘Log Enquiry’. Configure the Response message that you want to whenever the users will the select the quick reply in a conversation. Further, you can configure the Tags and Chat Labels Assignment settings.
- Connect to Team – If you select Connect to Team, you will have to select the team that you want the conversation to be assigned to whenever the quick reply button is clicked by the users.
- Connect to Agent – If you select Connect to Agent, you will have to select the agent that you want the conversation assigned to whenever the quick reply button is clicked by the users.
- Trigger Form – If you select Trigger Form, then you will have to select pre-existing form in the system that will be triggered whenever the quick reply button is clicked by the users.
- No Intent – If you select No Intent, then no intent will be triggered with the quick reply.

Quick Reply Actions when creating a template

While creating a template with Quick Reply buttons, you will see the “Add Action” button next to each quick reply field. You can click on the Add Action button and setup the different available actions for that Quick Reply.

To start using Quick Reply Actions, follow the below steps –

Login to your WhatCX account and go to Templates on the left side panel. Click on Add Template
Complete you WhatsApp Template message and go to Interactive actions. Choose Quick Reply Button from the Interactive Actions section by scrolling down. As seen in the image below, we’ll frame a follow-up template message and include three quick actions. Please Note –You can add Quick Reply with a maximum of 25 characters
Finally, add the necessary quick responses. We have included the following Three Quick Replies:
- Book a Test Drive
- Book a Service Appointment
- Lease a Car

Once your Quick replies are finalized and your Template Message is good to go, click on Save Draft and then Submit to WhatsApp for Approval.

Manually sent template messages also trigger Actions.

Quick Reply Actions are also triggered when template messages are sent from the Conversations view by an agent. You can use this functionality to setup manual conversational workflows that can handoff the conversations to bots when required.

Quick Reply Actions when creating a Broadcast

To configure the quick reply actions while setting up a broadcast, follow the steps below:

Login to your WhatCX account, go to the Broadcast Module and click on the Add Broadcast Button.
Select the template message you want to use for the broadcast and the setup the rest of the broadcast.
Go to broadcast campaign settings and you can configure default reply action and action on quick replies.