WhatsApp Interactive Workflows in BoldDesk help administrators guide customers through structured WhatsApp conversations using selectable options. Instead of relying only on free-text replies, customers can choose from predefined buttons or list options, making it easier to route conversations, collect required details, and continue the workflow based on the customer’s selection.

This article explains how to configure WhatsApp interactive message workflows using WhatsApp Interactive Message blocks for button-based options and WhatsApp Interactive List blocks for menu-style selections.

To configure WhatsApp interactive message workflows, follow these steps:

1. Go to Admin > Chat.

2. Under Automation, expand Chat Automation, then select Workflows.

   

3. On the Workflow Triggers page, select the trigger that should start the workflow. For example, select Conversation Created if the workflow should run when a customer starts a new conversation.

   Available workflow triggers include:

   • Conversation Created: Triggered when a customer starts a new conversation.
   • Conversation Field Updated: Triggered when any field in a conversation is updated.
   • Conversation Status Changed: Triggered when the status of a conversation changes.
   • Conversation Assignee Updated: Triggered when a conversation is assigned or reassigned to different agents.
   • SLA Breached: Triggered when a conversation breaches its response due or resolution due time.
   • Transferred From AI to Agent: Triggered when a conversation is transferred from an AI bot to a human agent.
   • Sticky Button Clicked: Triggered when a user clicks a sticky button.
   • Customer Inactivity: Triggered when a customer is inactive for the specified time.
   • Agent Inactivity: Triggered when an agent is inactive for the specified time.
   • Reusable Workflow: Allows you to reuse a predefined workflow within another workflow.

4. On the selected trigger page, click Add Workflow.

5. Select Create from scratch.

   

6. In the Create New Workflow dialog, enter the following details:

   • Trigger Type: This is automatically set based on the trigger selected in the previous step.

   • Workflow Name: Enter a clear name for the workflow.

   • Brand: Select the brand for which the workflow should apply.

   • Source: Select the configured WhatsApp channel.

     

7. Add conditions if the workflow should run only for specific conversations. If no conditions are required, leave the condition sections empty.

8. In the workflow builder, click the connector below the trigger block to add the next workflow block.

   You can add other workflow blocks before or after the WhatsApp interactive blocks, depending on your workflow requirement. For example, you can add user input blocks, action blocks, branching blocks, or exit blocks as needed.

9. To configure a WhatsApp button message, go to Branching and select WhatsApp Interactive Message.

   

   Use this block when you want to display quick action buttons to the customer, such as Track Package, Contact Support, or other predefined options.

   In the Configuration WhatsApp Interactive Message panel, configure the following fields:

   • Header Configuration: Enter the message header.
   • Body Configuration: Enter the main message content. This field is required.
   • Footer Configuration: Enter optional footer text.
   • Button Configurations: Add the button labels and configure the action for each button.

   You can preview how the message will appear to the customer from the preview panel on the right.

   After configuring the button message, click Add.

   

10. To configure a WhatsApp list message, go to Branching and select WhatsApp Interactive List.

    

Use this block when you want to display a list of selectable options to the customer, such as services, departments, categories, or booking choices.

In the **Configuration WhatsApp Interactive List** panel, configure the following fields:

* **Header Configuration**: Enter the list message header.
* **Body Configuration**: Enter the main message content. This field is required.
* **Footer Configuration**: Enter optional footer text.
* **Button Configurations**: Enter the button text that customers will click to open the list.
* **List Configuration**: Add the list sections and list options that customers can select.

You can preview how the list message will appear to the customer from the preview panel on the right.

After configuring the list message, click **Add** or **Update**, depending on whether you are adding a new block or editing an existing block.

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   ![Choose_whatsapp_interactive_list_to_configure_interactive_list_message_2.png](https://support.bolddesk.com/kb/agent/attachment/article/21194/inline?token=eyJhbGciOiJodHRwOi8vd3d3LnczLm9yZy8yMDAxLzA0L3htbGRzaWctbW9yZSNobWFjLXNoYTI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjcxMTgyIiwib3JnaWQiOiIzIiwiaXNzIjoic3VwcG9ydC5ib2xkZGVzay5jb20ifQ.44LNHBoD1_0GM91I-bEFTUWIw0AmEIEiYZr8Mm04LFw)

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11. Continue building the workflow by adding the required blocks after the WhatsApp interactive block.

    For example, based on the customer’s selection, you can add:

    • Additional branching conditions.
    • User input blocks.
    • Action blocks.
    • Assignment or routing blocks.
    • Another WhatsApp interactive message or list block.
    • An Exit block to end the workflow.

12. Once the workflow is complete, add an Exit block to end the workflow path.

    

13. Save and activate the workflow.

Once the workflow is active, if an incoming WhatsApp conversation matches the configured trigger and conditions, BoldDesk sends the configured WhatsApp interactive message or list message. Based on the customer’s selection, the workflow continues through the configured branches and ends when it reaches an Exit block.

Frequently Asked Questions

1. What are WhatsApp interactive message workflows in BoldDesk?
   WhatsApp interactive message workflows are chat automation workflows that send predefined button or list options to customers during WhatsApp conversations. These options help customers select responses instead of typing free-text replies.

2. What is the difference between WhatsApp Interactive Message and WhatsApp Interactive List?
   WhatsApp Interactive Message is used to show quick action buttons, such as Track Package or Contact Support. WhatsApp Interactive List is used to show a menu-style list of options, such as services, departments, categories, or booking choices.

3. Can other workflow blocks be used with WhatsApp interactive blocks?
   Yes. You can add other workflow blocks before or after WhatsApp Interactive Message or WhatsApp Interactive List blocks. For example, you can use user input blocks, action blocks, branching blocks, assignment or routing blocks, and exit blocks based on your workflow requirement.

4. When does the WhatsApp interactive workflow run?
   The workflow runs when an incoming WhatsApp conversation matches the selected trigger and configured conditions. For example, if the trigger is Conversation Created, the workflow can run when a customer starts a new WhatsApp conversation.

5. Can conditions be added before sending the interactive message?
   Yes. Conditions can be added while creating the workflow. If conditions are configured, the workflow runs only when the incoming conversation matches those conditions. If no conditions are required, the condition sections can be left empty.