March 21, 2022 10 min read

How to use WhatsApp Business reply buttons

Written byPim de Vos
Finalizing an order with WhatsApp Business reply buttons

In only a couple of years, WhatsApp has turned into one of the most important communication channels for many businesses. Currently, it’s by far the biggest channel out there, with an active user base of over 2.5 billion people.

In the beginning, it was fine for a business to just be active on the messaging app. Just having the channel itself was a plus. But now that consumers have grown accustomed to companies having WhatsApp, they’re not satisfied that quickly anymore. Businesses will have to turn it up a notch in order to create a memorable customer experience. And one of the best ways to do that is by providing speed and ease of use.

And that’s where WhatsApp Business’ new feature comes in: WhatsApp Business reply buttons.

What are WhatsApp Business reply buttons?

With WhatsApp Business reply buttons, you can offer your customers a faster way to have a conversation and get the information they’re looking for. A message can include up to three options (buttons).

The benefits of using reply buttons

Here are the most important reason for adopting reply buttons in WhatsApp Business:

Higher response rate and conversion

According to WhatsApp, tests have shown that conversations with these chat buttons have provided higher response rates and conversions. This makes sense, simply because it’s easier to click a button than it is to type a full sentence.

An example of a conversation with WhatsApp Business reply buttons.

Save time for your customer and team

Reply buttons are perfect for regularly reoccurring situations. Let’s take frequently asked questions about returning products for example. With the reply buttons, you can fully automate answering questions about this topic.

This will give your customers the information they need without having to wait for your employee. On the other hand, your employee will have more time to focus on complex issues.

No templates

Unlike the messaging templates, you don’t need to ask for approval to add these reply buttons. This makes it easy to change them whenever you see fit.

How to set up WhatsApp Business reply buttons

Here’s a screenshot of WhatsApp’s help center on setting up reply buttons:

If you’re able to code or have a developer at your disposal, you can read how to set this up here. But if your hands get sweaty just by looking at this image, I advise you to use Trengo’s no-code Flowbot.

The Trengo flowbot

By connecting your WhatsApp Business account to Trengo, you can easily set up your own bot. This requires 0 knowledge of coding and is done with drag and drop blocks.

The flowbot can turn WhatsApp conversations with your customers into a flow. Within this flow, your customer can get the information they need by answering multiple-choice questions. The bot can be activated on multiple channels at the same time. From WhatsApp Business to Instagram DMs and Facebook Messenger. Here’s a practical example:

An example of a conversation with WhatsApp Business reply buttons.

You can add a variety of content to your flowbot, from text and files to photos and dynamic content. Here’s an overview.

Examples of all the content types you can use for WhatsApp Business reply buttons.

Learn how to set up a flowbot in Trengo.

Start building your first flowbot 🤖

If creating reply buttons in WhatsApp Business is a bit too difficult, try out the Trengo flowbot for free. You won’t need any coding skills whatsoever. Good luck!

Further reading

Written by Pim de Vos

More great articles