Make it easy for your customers to get the assistance they need by including quick reply buttons in your WhatsApp messages in Marketing Cloud Engagement.
Required Editions
| User Permissions Needed | |
|---|---|
| To create messages: | Marketing Cloud Administrator, Marketing Cloud Channel Manager, or Marketing Cloud Content Editor/Publisher |
| To manage journeys: | Marketing Cloud Administrator, Marketing Cloud Channel Manager, or Marketing Cloud Content Editor/Publisher |
Note Quick reply messages are supported only in accounts with Unified Messaging. For
more information, contact your Account Executive.
- In Content Builder, select Create | Chat Messaging | WhatsApp Session Message.
- For Message Type, select Quick Reply.
- Configure the header, body, and footer for the session message.
- Under Button 1, for Button Text, enter the text that appears on the button that customers click to view the list.
-
For Pass Back Value, enter a unique value.
The value that you specify in this field isn't visible to customers. When your customer clicks a quick reply button, the pass back value is sent to Journey Builder. You can use this value in decision points in the current journey or to trigger other journeys.
- To add another quick reply button, click Add Section, and then configure the button.
- Save your changes.
After you create a session message, add it to a journey.
Events generated by quick reply messages are returned to Journey Builder as events. You can also retrieve details about these events in data extracts, Event Notification Service events, or Data 360 extracts.