Flow Payload Support for WhatsApp

The Payload list/button support for WhatsApp enhances the user experience for the end-users.

It helps to create preset options for users who are seeking instant consultation over WhatsApp. The users can choose from the available options, this eases the process by reducing the typing effort for the end-users. This also curates the inputs that are sometimes not recognized by the bot.

Implementing the Payload support for WhatsApp also helps to retain and retrieve the customer resolution histories, if required.

To implement payload list/ button support for WhatsApp, ensure that you have integrated WhatsApp.

Create Payload List Support for WhatsApp

  1. In a Flow, create a Trigger Event.
  2. In the Replies section, drag List and create List Items for the list. Update the following for List Items:

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Note: You can add multiple lists and list items.

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To avoid errors, ensure that the text length in the field is in-inline with WhatsApp/ Facebook restrictions. You can see the error messages in the Notification section.

List Fields

List Fields Description
Header TypeSelect a reply format (text, image, video, or document).

This is set to None, by default.
Header ValueEnter a List name that broadly defines the list.

Note: You should select a header type in order to enter a value.
BodyEnter additional information about the list or customer concerns that must be addressed.
Section TitleEnter a section name that broadly defines the list options.
List Item TitleEnter option names for the customers.
List Item DescriptionEnter additional information to describe the option.
List Item TypeSelect the list type:

Send Text Value- To send a text reply.
Trigger Event- To trigger another event.
Value or EventDepending on your selection in the above field:

Enter the text reply for Send Text Value.
Select an event for Trigger Event.

Note: The event needs to be created first.
PARAMS (Optional)Enter the Label and Value.

This information is archived in the database with the label and value for future retrieval. The default use case is using param in bot conditions.
Button TextEnter final call to action for the customers, once the customer chooses from the list options.
Footer (Optional)Enter additional information or announcements, if any.

Create Payload Button Support for WhatsApp

  1. In a Flow, create a Trigger Event.
  2. For the Replies section, add Buttons. Update the following for Button options:

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Note: You can add multiple lists and list items.

❗️

To avoid any errors, ensure that the text length in the field is in-inline with the WhatsApp/ Facebook restrictions. You can see the error messages in the Notification section.

List FieldsDescription
Header Type (Optional)Select a reply format (text, image, video, or document).

This is set to None, by default.
Header ValueEnter a Button name that broadly defines the list.

Note: You should select a header type in order to enter a value.
BodyEnter additional information about the list or customer concerns that must be addressed.
Button TitleEnter option name for the customers.
Button TypeSelect the button type:

Send Text Value- To send a text reply.
Trigger Event- To trigger another event.
Button ValueDepending on your selection in the above field:

Enter the text reply for Send Text Value.
Select an event for Trigger Event.

Note: The event needs to be created first
PARAMSEnter the Label and Value.

This information is archived in the database with the label and value for future retrieval.
FooterEnter additional information or announcements, if any.

Separate list section items/ button options should have different Text Values or Trigger Events in order to provide distinct resolutions for the options selected by the end-users.