WhatsApp Business Platform Buttons:
how and why use them

WhatsApp Business Platform template messages with buttons are formats that have a specific distribution and use. Learn why you should use them.

As soon as the Internet came to mobile devices, the option of maintaining online communications free of charge exceeded the SMS business and much of the fault is attributed to WhatsApp.  

Since 2010, the millionaire billings of the operators for SMS have fallen into a minced, while WhatsApp users have not stopped growing. Why? Not only for the price but also for the wide range of services and options that the application has been offering, improving and multiplying over time.

One of those options is the possibility that customers have on WhatsApp Business Platform to communicate and interact with companies through buttons. 

So, if you have a company, with WhatsApp you can improve your client’s experience thanks to template messages that use these response buttons to make the navigation and conversation more efficient and more friendly.

What are the template messages?

Template messages are messages that are sent automatically to the client. These automated messages are the key to:

  • Attract attention.
  • Improve services.
  • Send updates.
  • Serve the customer even if you do not have managers available to respond.

This option has a high level of engagement of users because when adding the store to the contact list, customers expect to receive messages and are willing to open links and respond to proposals through quick response buttons.

WhatsApp Business Platform offers several tools for businesses to take advantage of all these benefits and one of the main ones is the template messages since they are the only way that allow for businesses to initiate dialogues with customers on WhatsApp.

Types of template messages

When we talk about the format for templates, there are three types:

  •  Text template: It is a text message with simple information.
  • Multimedia template: A message that allows attaching files, short videos, audios and/or images.

  • Template with buttons: This allows to add a call-to-action (CTA) button to your message to encourage customers to do something outside the conversation. You can also use Quick Reply buttons to facilitate the navigation through the conversation.

Now, let’s focus on the last type of template.

Want to know more? Let´s talk via WhatsApp!

The use of buttons to optimize the user experience


This type of button allows the customer to call a phone number or visit a website by just touching a button.

It should be noted that the action call buttons can only be used inside a message template with a maximum of two buttons of this type, and a maximum of one of each type (“Call phone number” and ” Visit website “).

The CTA buttons offer the following solutions:

1. Escalation.

 If a case cannot be resolved within the WhatsApp thread, it is possible to indicate the user to call a human service agent.

2. Online process assistance.

If a client needs to access a specific webpage, a button can lead exactly to where they need to go to continue with their case.

3. Online shopping assistance.

 It is possible to direct a customer to the product in question to see the options and complete a purchase.


With this button, the customer can make a quick selection from a menu of up to three options to arrive at the correct solution.

It’s a simple format that doesn’t require any additional context. So instead of asking the user to type an answer, the user will be able to choose between options like “yes” or “no”, for example.

Quick-reply buttons can only be used within a message template.

Reply buttons

As with the quick-reply buttons, the reply buttons allow users to choose between up to three options. However, this kind of buttons work within the 24-hour service window that businesses have since a customer sends the first message.

Moreover, reply buttons don’t require a pre-approved template, so you can fill them in dynamically.

Reply buttons are particularly valuable for offering personalized responses. To use them, you first must construct a hierarchy for your conversation that can be translated into buttons.

Thanks to their ability to provide customizable experiences, they can help with all types of requests such as:

  • Bill payments.
  • Money transfers.
  • Change of personal details.
  • Block or unblocking bank cards, among many others.

Although it is not possible to select more than one button at a time, it is possible to return to the previous menu to change the selection. For multiple choices, we always recommend to use list messages.

Another feature of reply buttons is the possibility that human agents construct the buttons in real time.

Take it from us

With WhatsApp Business Platform template messages and buttons, you will expand the conversation options with your customers, offering them an experience that no other platform provides when communicating with businesses.

At WOZTELL we can help you implement the right tools for your business to improve your strategies. What are you waiting for? Let’s talk.

Get your free WhatsApp Business API number to take your conversations to the next level