Buttons help make interactions more dynamic and facilitate customer responses. In Zenvia Customer Cloud, when creating a message template, you can use different types of buttons, depending on the category of the chosen template.
Meta defines two main types of buttons that can be used:
- Call to Action Buttons (CTA): These include options such as URL, Phone, MPM, and Coupon (Copy Code).
- Quick Reply Buttons: These allow for instant interactions, such as Quick Reply and Unsubscribe.
Each type of button has specific characteristics that impact its usage. Check out the details below.
| Button Type | Subtype | Description | Limitations | Template Categories |
|---|---|---|---|---|
| Call to Action (CTA) | URL | Inserts a link to direct the customer to an external page, such as an online store. | - Button text: up to 20 characters. - Allows variables. - It is not allowed to insert a URL that directs to a WhatsApp conversation. | Marketing, Utility |
| Call to Action (CTA) | Phone | Inserts a phone number to make a call, useful for providing direct contact with the company. | - Button text: up to 20 characters. - Allows variables. - Does not direct to WhatsApp. - Must add a phone number with area code (DDD) and international code (DDI). - The button does not direct to WhatsApp for the provided number, it only makes a phone call. If you insert a WhatsApp number, the template may not be approved by Meta. | Marketing, Utility |
| Call to Action (CTA) | MPM (Multi-Product Message) | Links a button to a product from the catalog, allowing the user to view and add products to the cart. | - Does not allow adding other buttons. - Displays up to 30 products, organized in up to 10 sections. - Requires a product catalog connected to WABA. - Customer needs WhatsApp version v2.22.24 or higher. | Marketing |
| Call to Action (CTA) | Coupon (Copy Code) | Creates a button to copy a promotional code to the clipboard. Used in promotions like Black Friday. | - Not compatible with WhatsApp Web. - The code can be up to 15 characters. - Button text cannot be customized (default: Copy Code). - Each template can have only one Copy Code button. | Marketing |
| Quick Replies | Quick Reply | Creates custom text buttons that, when clicked by the user, send a specific reply. | - Up to 10 buttons per template. - Must be organized separately from other types of buttons. - If grouped incorrectly, the API returns an error. - Button text: up to 20 characters. - Allows variables. - The payload of the quick reply button is an internal identifier sent to the API when the customer clicks the button. For example, in a message asking "How can we help you?", the buttons might have payloads like support for "Talk to support" and order for "Track order". When the customer selects an option, the system receives the corresponding payload and can trigger workflows or segments automatically. | Marketing, Utility |
| Quick Replies | Unsubscribe | Adds a button for the user to cancel receiving marketing messages. | - Customizable text (e.g., "I don't want to receive more", "Reject offer"). - In Zenvia Customer Cloud, contacts are automatically added to a blocklist. | Marketing |
General rules
- It is not allowed to create two buttons with the same name.
- For CTA buttons: It is not allowed to insert two buttons of the same type (e.g., two URL buttons). Only one URL + one Phone is allowed.
- Button mix:
- Examples of valid combinations:
- Quick reply, Quick reply
- Quick reply, Quick reply, URL, Phone
- URL, Phone, Quick reply, Quick reply
- Examples of invalid combinations:
- Quick reply, URL, Quick reply
- URL, Quick reply, URL
- Examples of valid combinations:
