Glossary
What are WhatsApp reply buttons?
Up to three tappable answers attached to a WhatsApp message, how they differ from template quick-reply buttons and how to word them so people tap.
By Broadchat teamPublished 2 min read
Definition
Reply buttons: Reply buttons are tappable answer options attached to a WhatsApp interactive message. A business can add up to three of them, each with a title of up to 20 characters, and the customer's tap comes back to the business as a reply with the button's ID. They are sent as free-form messages inside the 24-hour customer service window; templates use their own quick-reply buttons instead.
Also called: Interactive reply buttons, Button replies, Quick replies (in chat)
How reply buttons work
WhatsApp reply buttons sit under the text of an interactive message. You give each button a short title and a hidden ID. When the customer taps one, WhatsApp sends your system a reply containing that ID, and the button choice also shows in the chat as the customer's answer. Your chatbot branches on the ID, so it never has to interpret spelling or language.
The rules on the Cloud API:
- Up to 3 buttons per message.
- Button title: up to 20 characters, so "Reschedule visit" fits and "Reschedule my appointment" does not.
- Optional header (text or media) and footer around the body text.
- Only inside the 24-hour customer service window.
Reply buttons vs template quick replies
| Reply buttons (interactive) | Quick-reply buttons (template) | |
|---|---|---|
| When you can send | Inside the 24-hour window | Any time, after Meta approves the template |
| How many | Up to 3 | Up to 10 buttons in total on a template |
| Label length | 20 characters | 25 characters |
| Needs approval | No | Yes, as part of the message template |
If there are more than three choices inside the window, use a list message instead.
Worked example
Sunrise Clinic reminds patients the evening before a visit with an approved template. When Meera replies "Ok", the window is open, so the bot follows up with reply buttons:
A tap on Reschedule sends the bot to a list of open slots. A tap on Cancel frees the slot and tags the contact so the front desk can call. Each label is under 20 characters and starts with a verb, which makes the choice obvious.
Reply buttons in Broadchat
In Chatbots → Chatbots, add a send-message step and choose the buttons type; each button can lead to its own branch of the flow. Template quick replies are added when you create a template under CRM → WhatsApp Templates. The chatbot builder page and the message templates guide show both in context.
Sources
- Interactive reply buttons messages — Meta for Developers, checked 12 October 2026
- Template components — Meta for Developers, checked 12 October 2026
Broadchat team · Product and partner success team
The people who build and support Broadchat, the white-label WhatsApp Business API platform. We write from what we see while onboarding partners and their clients on the official WhatsApp Cloud API, and we check every article against Meta's current documentation.
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Frequently asked questions
Can I add a fourth reply button?
No. Interactive reply buttons stop at three. For four to ten options inside the window, send a list message, which opens a menu of up to 10 rows.
Can a reply button open a website?
No. A reply button only sends an answer back to you. To open a link, use a call-to-action URL message inside the window, or a URL button on an approved template.
Why did my button text get rejected by the API?
The usual cause is a title longer than 20 characters, or a fourth button. Shorten the label, keep three buttons at most, and give each button its own ID so your bot can tell them apart.