Create multiple branches in your Flow with the “Menu” step. With this step, you can compose a message or question, then provide response options that contacts or users can interact with. Once a contact selects a response, they proceed through the remaining steps in a branch for that answer.
You may want to include this step in your Flow to assess customer satisfaction, direct users down different paths regarding an order they placed with you, and more.
Configure the “Menu” step
- Click WhatsApp > Messaging Flows on the left menu.
- Edit or create a new Messaging Flow.
- If editing a flow, click a flow > Update > Steps. Click a node (+) in the builder where you want to place the action. A modal window will appear. Click the "Menu" option, then click the “Add” button
- If creating a new flow, a modal window will appear in the Flow builder. Click the "Menu" option, then click the “Add” button
- In the “Menu” modal that appears:
- Click the pencil icon and give your step a name. We recommend using unique names that are short and descriptive
- Type the message you want to appear when contacts reach this step in your Flow. Clicking the lightning button lets you personalize the message with contact, account, deal fields, and variables you created for WhatsApp messaging
- Choose how you want the answer options to appear. Choose from:
- Buttons - Options appear as interactive buttons. You can have up to three options. Each option has a 20-character limit
- List of options - Response options appear as a dropdown list. You can have up to ten response options. Each option title has a 20-character limit. An additional description can be added to each option. Descriptions have 65-character limits
- Emojis - Options are displayed as a text-based list using number emojis. For example, 1️⃣, 2️⃣, 3️⃣
Numbers - Options are displayed as an ordered, text-based numerical list. For example, 1, 2, 3
- Next, create the response options:
- Type the option you want contacts to see in the field provided
- To add more options, click the “+ Add option” button
- To remove an option, click the “X”
- Required: Type a fallback message that should appear if the contact's or user’s response doesn’t match any of the available options. Provide guidance on how to proceed. For example, you can type, “Please select one of the options above,” Or “Select an option to proceed”
- Optional: Click the toggles to enable the following settings:
- “Go to another step if the user doesn’t answer the question correctly” - This option lets you define the number of incorrect attempts a user can make before being redirected to a different path in your Flow. This prevents the user from getting stuck
- “Go to another step if the user doesn’t answer the question within a certain period of time” - Use this to set a maximum wait time before a user or contact can continue to the next step in your Flow. You may want to use this before sending a reminder or adding an agent to the conversation
- “Do something if the message fails to send?” - Use this to enable further Flow steps if the message fails to send