How to Configure WhatsApp Interactive Messages via Gupshup in BoldDesk

WhatsApp interactive messages allow customers to respond quickly using predefined options, reducing typing effort and improving engagement. In BoldDesk, you can configure these messages for Gupshup WhatsApp channels using workflows.

Types of Interactive Messages Supported

1. Interactive Message

   • Up to three buttons per message.
   • Ideal for quick responses like Confirm, Cancel, or Get Help.

2. Interactive List

   • One section with multiple rows.
   • Each row represents an option the user can select.
   • Best for scenarios like choosing from product categories or service types.

Steps to Configure WhatsApp Interactive Messages via Gupshup

1. Create a Workflow

1. Navigate to Admin → Automation → Workflows.

2. Choose a Workflow Trigger.
   

   

3. Click Add Workflow.
   

   

4. In the Create New Workflow dialog:

   • Enter the workflow name.
   • Choose the workflow’s brand.
   • Select Source as WhatsApp (Gupshup).
   • Set conditions.
   • Click Next.
     
     

2. Add Interactive Message

Use this step if you want to send interactive messages in your workflow.

1. In the workflow designer, add a block by clicking the plus icon.
2. Select Branching → WhatsApp Interactive Message.
   
   
3. Configure:
   • Body: Enter the main message text.
   • Footer: Optional help text.
   • Buttons: Add up to three button labels and actions.
   • Click Add.
     
     
4. The interactive message block will appear in the workflow.
   
   

3. Add Interactive List

Use this step if you want to send a list message.

1. In the workflow designer, add a block by clicking the plus icon.

2. Select Branching → WhatsApp Interactive List.
   

   

3. Configure:

   • Header: Title for the list.
   • Body: Description or instructions.
   • Button: Label for the action button.
   • List: Add multiple rows (each with a title and optional description).
   • Click Add.
     
     

4. The interactive list block will appear in the workflow.
   

   

4. Finalize and Activate

You can add more workflow blocks along with Gupshup WhatsApp interactive messages. At the end of the workflow, choose an exit option and click Publish & Activate to enable it.

Frequently Asked Questions (FAQ)

1. What are WhatsApp interactive messages in BoldDesk?
WhatsApp interactive messages allow customers to respond using predefined options such as buttons or lists, reducing typing effort and improving engagement.

2. Which WhatsApp provider does this feature support?
This feature supports WhatsApp (Meta Cloud API) and WhatsApp (Gupshup ) channels in BoldDesk.

3. How many buttons can I add in an interactive message?
You can add up to three buttons in an interactive message.

4. Can I create multiple sections in an interactive list?
No. Gupshup supports only one section with multiple rows in an interactive list.

5. Do I need to use both Interactive Message and Interactive List in a workflow?
No. These steps are optional. You can use either Interactive Message (buttons) or Interactive List, or both, depending on your workflow requirements.

6. What happens if I enter invalid configuration values?
If the configuration values (such as message body or button labels) are invalid, the interactive message will not be displayed in the workflow.

7. Can I customize the appearance of interactive messages?
No. The appearance of interactive messages is controlled by WhatsApp and cannot be customized beyond the content you provide.

8. Where can I find more details about WhatsApp interactive workflows?
Refer to the related article: Setting Up WhatsApp Interactive Message Workflows

Related Article

Setting Up WhatsApp Interactive Message Workflows