> For the complete documentation index, see [llms.txt](https://docs.channel360.co.za/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.channel360.co.za/api-usage/reply-to-a-customer/send-an-interactive-reply.md). # Send an interactive reply Reply to a customer with reply buttons, a list or a WhatsApp Flow. Send reply buttons, a list or a WhatsApp Flow to a customer who has written to you in the last 24 hours. {% hint style="info" %} Interactive replies are partly supported. In conversation history they appear as a text message containing the JSON you sent. {% endhint %} ## Choose a type | Type | The customer sees | Use it for | What comes back | | ----------------------------------- | --------------------------------------------------------------------- | ---------------------------------------------------------------- | --------------------------------------------------- | | [**Reply buttons**](#reply-buttons) | Up to 3 buttons under your message. | A quick choice between a few options, such as yes or no. | A `message:appUser` event when they tap a button. | | [**List**](#list) | One button that opens a menu of up to 10 options. | A choice from more options than fit on buttons. | A `message:appUser` event when they pick an option. | | [**WhatsApp Flow**](#whatsapp-flow) | A button that opens a form inside WhatsApp, with one or more screens. | Collecting several answers at once, such as an application form. | A `flow:submission` event with all their answers. | All three are sent the same way. Only the `interactive` object changes. ## Before you start * The customer's app user ID (``), from the `message:appUser` webhook event. See [Reply to a customer](/api-usage/reply-to-a-customer.md). * For a Flow: a published Flow and its Flow ID. See [WhatsApp Flow](#whatsapp-flow). ## Request `POST` `/org//whatsapp/appuser//reply` | Field | Required | What to put | | ------------- | -------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | `type` | Yes | `"interactive"` | | `interactive` | Yes | The WhatsApp interactive object for your type, as in the sections below. Channel360 passes it to WhatsApp unchanged. See [Meta's interactive object reference](https://developers.facebook.com/docs/whatsapp/cloud-api/reference/messages/#interactive-object). | Every type can have an optional `header` (text, up to 60 characters), a `body` (required, up to 1,024 characters) and an optional `footer` (up to 60 characters). To send these from JavaScript or Python, use the request from [Send a text reply](/api-usage/reply-to-a-customer/send-a-text-reply.md) and replace the body with the JSON after `-d`. ## Reply buttons Up to 3 buttons. Each button needs an `id` you choose and a `title` the customer sees. | Field | Limit | | ---------------- | ----------------------------------------------- | | `action.buttons` | 1 to 3 buttons | | `reply.title` | Up to 20 characters | | `reply.id` | Up to 256 characters, unique within the message | ```bash curl -X POST "https://channel360.co.za/v1.1/org//whatsapp/appuser//reply" \ -H "Authorization: Bearer " \ -H "Content-Type: application/json" \ -d '{ "type": "interactive", "interactive": { "type": "button", "header": { "type": "text", "text": "Account options" }, "body": { "text": "What would you like to do?" }, "footer": { "text": "Choose an option below" }, "action": { "buttons": [ { "type": "reply", "reply": { "id": "view-details", "title": "View details" } }, { "type": "reply", "reply": { "id": "update-settings", "title": "Update settings" } }, { "type": "reply", "reply": { "id": "contact-support", "title": "Contact support" } } ] } } }' ``` When the customer taps a button, your webhook receives a `message:appUser` event. ## List One button (`action.button`) opens a menu. Options are grouped into sections. | Field | Limit | | -------------------- | ------------------------------------------------------------------ | | `action.button` | Up to 20 characters | | `action.sections` | 1 to 10 sections, with **10 rows in total** across all of them | | `sections[].title` | Up to 24 characters. Required when there is more than one section. | | `rows[].id` | Up to 200 characters, unique within the message | | `rows[].title` | Up to 24 characters | | `rows[].description` | Optional, up to 72 characters | ```bash curl -X POST "https://channel360.co.za/v1.1/org//whatsapp/appuser//reply" \ -H "Authorization: Bearer " \ -H "Content-Type: application/json" \ -d '{ "type": "interactive", "interactive": { "type": "list", "header": { "type": "text", "text": "Help centre" }, "body": { "text": "What do you need help with?" }, "footer": { "text": "Please make your selection" }, "action": { "button": "Choose", "sections": [ { "title": "Support", "rows": [ { "id": "billing", "title": "Billing question" }, { "id": "delivery", "title": "Where is my order", "description": "Track a recent order" } ] } ] } } }' ``` When the customer picks an option, your webhook receives a `message:appUser` event. ## WhatsApp Flow A Flow is a form that opens inside WhatsApp. You build the Flow in Meta's WhatsApp Manager, then send it through Channel360 by its Flow ID. **Channel360 does not create or edit Flows.** ### 1. Create the Flow in WhatsApp Manager 1. Sign in to [Meta Business Suite](https://business.facebook.com) and open **WhatsApp Manager**. 2. Select the **WhatsApp Business Account (WABA) that your Channel360 number belongs to**. A Flow can only be sent from a number on the same WABA it was created on. 3. Go to **Account tools → Flows** and select **Create Flow**. 4. Build the screens, then **Publish** the Flow. WhatsApp only delivers published Flows to customers. 5. Copy the **Flow ID** from the Flow's page. See [Meta's guide to getting started with Flows](https://developers.facebook.com/docs/whatsapp/flows/gettingstarted). ### 2. Subscribe to the `flow:submission` event The customer's answers arrive as a `flow:submission` webhook event. Make sure your webhook subscribes to it: in the web app, tick **Flow Submission** under **Settings → Developer Settings → Webhooks**. See [Receive delivery updates](/api-usage/receive-delivery-updates.md). ### 3. Send the Flow The Flow settings go **inside** `interactive.action.parameters`. | Parameter | Required | What to put | | ---------------------- | --------------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | `flow_message_version` | Yes | `"3"` | | `flow_id` | Yes | The Flow ID you copied from WhatsApp Manager. | | `flow_cta` | Yes | The text on the button that opens the Flow, such as `"Start application"`. | | `flow_token` | Yes | A value you generate, such as your own reference for this customer or request. It comes back in the `flow:submission` event, so use it to match the answers to your records and check it on your server. | | `flow_action` | No | `"navigate"` (the default) opens the Flow on a screen you name. | | `flow_action_payload` | With `navigate` | `{ "screen": "" }` — the ID of the screen to open, from your Flow's design. | ```bash curl -X POST "https://channel360.co.za/v1.1/org//whatsapp/appuser//reply" \ -H "Authorization: Bearer " \ -H "Content-Type: application/json" \ -d '{ "type": "interactive", "interactive": { "type": "flow", "header": { "type": "text", "text": "Store card application" }, "body": { "text": "Apply in a few minutes, right here in WhatsApp." }, "footer": { "text": "Powered by Channel Mobile" }, "action": { "name": "flow", "parameters": { "flow_message_version": "3", "flow_id": "", "flow_cta": "Start application", "flow_token": "", "flow_action": "navigate", "flow_action_payload": { "screen": "" } } } } }' ``` ### 4. Read the answers When the customer submits the Flow, your webhook receives `flow:submission`. The answers are in `passthroughPayload.interactive.nfm_reply.response_json`, a JSON **string** you need to parse. It includes your `flow_token`. See the [`flow:submission` example](/api-usage/receive-delivery-updates.md). ## Check it worked The API returns `201` with `{ "messages": [ { … } ] }`. Your webhook then receives `message:delivery:channel` and `message:delivery:user`. If WhatsApp rejects the object, the API returns `400` with WhatsApp's error message and code. | What you see | Why | What to do | | ------------------------------------------------------- | --------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------ | | **400** naming a field, such as `title` | A text is longer than WhatsApp allows, or there are too many buttons or rows. | Check the limits in the tables above. | | **400** about the Flow, or the customer does not get it | The Flow is still a draft, or it was created on a different WABA from your Channel360 number. | Publish the Flow, and check it is on the right WABA in WhatsApp Manager. | | No `flow:submission` event arrives | Your webhook does not subscribe to it. | Tick **Flow Submission** on your webhook. | ## Next {% content-ref url="/pages/MMPfEfAxW2dosIuGBfym" %} [Match replies to your records](/api-usage/match-replies-to-your-records.md) {% endcontent-ref %}