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.
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.
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:
You can setup automated intent actions like
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.
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 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.
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.
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 –
Finally, add the necessary quick responses. We have included the following Three Quick Replies:
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.
To configure the quick reply actions while setting up a broadcast, follow the steps below:
If you have any questions regarding the Actions framework, please contact your Customer Success executive and we'll help you out.
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