WhatsApp List Messages: Create Interactive Menus That Drive Action

Repetitive customer queries can make managing WhatsApp communication time-consuming and inefficient. Businesses need a structured way to guide users toward the right information. Answering customer queries manually can be a frustrating task.

WhatsApp list messages offer a simple solution. It allows businesses to present predefined options within a chat. Customers can select from these options to navigate services, browse products, or request support. 

This makes the answering process more efficient and reduces time conception, leading to quick decision making.  A more organized and effective process, in turn, contributes to customer satisfaction and improved sales.

This article explains what WhatsApp list messages are, how they work, and how to create them using the WhatsApp Business API through Wati.

What are WhatsApp List Messages?

As the name implies, A WhatsApp List Message allows users to select from a predefined list of options within a chat. 

List Messages are part of WhatsApp’s interactive message types, which also include reply buttons. They are available through the WhatsApp Business Platform (API) and are commonly used to create menu-based navigation, service selection, or self-guided support flows that require no manual input from agents.

Top Reasons Businesses Use WhatsApp List Messages

Businesses across sectors like retail, services, and direct-to-consumer brands use list messages on WhatsApp to keep conversations organized and to help customers reach what they need more quickly.

Some of the practical advantages include:

Fewer repetitive replies: Routine questions can be handled automatically, reducing the need for manual responses. For instance, questions related to the prices of your product, shipping, and payment methods 

Quicker resolutions: Predefined options allow customers to make a selection instead of typing a full message, saving time for both sides. Imagine someone asks you about the quantity or type of products available to you.

Clearer navigation: The list layout creates a structured experience that works like a simple menu inside WhatsApp. Customers can choose from the options and do the rest of the process based on that, rather than waiting for each message to come back; to some extent, it automates the checkout or buying process.

Higher customer engagement: When tasks such as order tracking or appointment booking are one tap away, customers are more likely to complete them.

Technical Specifications of WhatsApp List Messages

WhatsApp list messages come with some specifications. We have curated them in simple terms.

The following specifications are based on the official documentation provided by WhatsApp (Meta for Developers). They outline the structure that applies when creating and sending list messages using the WhatsApp Business API.

Header (Optional):
A short text header is used to provide context or a title above the message body.

Body (Required):
The main message text that explains the purpose of the list or provides instructions.

Footer (Optional):
Additional text is displayed below the list for notes or disclaimers.

Button Label (Required):
The clickable button that opens the list options (for example, “View Options” or “Choose”).

Sections:
Logical groupings are used to organize list items. You can include up to 10 sections in a single list message.

Rows (Options):
The selectable items are shown to the user. You can have a maximum of 10 rows in total across all sections.

Row Title:
The visible name of each option. Each title can contain up to 24 characters.

These details ensure that list messages are formatted correctly, function as intended, and comply with WhatsApp’s message design standards.

If you are creating the list messages with a clear title that boosts the customer experience through easy navigation from to another.

How WhatsApp List Messages Work with WhatsApp API?

If you are using a WhatsApp business app, you may wonder why you haven’t seen this option before. True, WhatsApp list messages are not available on the WhatsApp Business application. These are advanced options that come with WhatsApp Business API.

The WhatsApp Business API is a tool that enables businesses to communicate with customers at scale through automated messages, connected backend systems that can handle multiple chats simultaneously, and integration with CRM, among other advanced features.

Brands such as Wati are popular platforms that offer WhatsApp business API tools and a Dashboard.

So, the WhatsApp API list messages are also available only through the WhatsApp Business Platform (API), which you can set up with a Business Solution Provider (BSP) such as Wati.

Also Read: Complete Guide to Creating a WhatsApp Chatbot for Your Business

How WhatsApp List Messages Work?

If you have WhatsApp business API subscriptions, you can set list messages as per your business requirements. Once the setting process is done, it works like any other message that you sent to the customers.

Here’s a simplified view of how they work:

1. The business sends a message request that includes the list message format.
   
2. The customer receives a message in WhatsApp with a button that opens a list of available options.
   
3. When an option is selected, WhatsApp shares that response with the business system through a webhook event.
   
4. The system or BSP processes the selection and can automatically send the next message, display information, or update customer details.

With platforms like Wati, these steps can be managed through a no-code interface, allowing teams to create and automate list messages.

How to Create WhatsApp List Messages With Wati?

To set up a List Message in Wati’s Chatbot Builder, follow the steps below:

1. Open Wati and go to Automations > Actions Library> Chatbot > Create Chatbot

2. Give a name to the Chatbot

3. Add an Ask a Question card to your workflow.

4. Select List as the question type to include a list node in the chatbot.

5. Click the ⋮ (More Options) icon and choose Edit to configure the list details.

6. Enter the required information:

Header Text: Title of the list message (Markdown is not supported).

Body Text: Main message content shown to users.

Footer Text: Optional text displayed below the message body.

Button Text: Label for the button that opens the list.

Section Title: Category name for grouping options (you can add multiple sections).

Rows: The list options under each section (add more as needed).

7. If required, enable the option to store user selections in a variable.

8. Click Save to apply your changes.

Pro Tip: Add dynamic variables like {{name}} to personalize every message.

Examples of WhatsApp API List Message Templates

Here are ready-to-use WhatsApp message templates for different business types:

E-commerce

This format helps customers explore products, track their orders, or initiate a return without waiting for support. It works well for post-purchase communication and other quick, self-service interactions.

Having all key actions in a single message makes navigation easier, shortens response time, and keeps the shopping experience smooth even during busy sales periods.

Healthcare

This template optimizes appointment booking, doctor discovery, and test result inquiries. It also helps clinics and diagnostic centers manage patient requests more efficiently through a single interaction.

Patients can quickly access relevant services, while the backend system records responses and routes them to the right department automatically.

Service Business

Use this structure to guide potential clients through common actions like booking a demo, exploring plans, or reaching support. It works well for SaaS platforms, consulting firms, and B2B service providers.

By offering predefined paths, it simplifies lead qualification and ensures queries reach the correct team instantly.

Template Review and Approval Workflow

Every list message must be submitted to Meta for approval. Here’s what that looks like:

Once you have created your template, you can submit it for approval. It can take up to 24 hours for an approval decision to be made. 

Once approved, your template can be used in marketing, utility, or authentication conversations.

WhatsApp Policy Considerations

Businesses using WhatsApp API list messages must follow Meta’s policies for the WhatsApp Business Platform. The key requirements are outlined below.

User Consent

Send messages only to people who have clearly agreed to receive WhatsApp updates from your business. The opt-in should be collected through a permitted channel, such as a website form, WhatsApp chat, or mobile app.

Content Restrictions

Each list item supports text only. Links, phone numbers, media files, or any other clickable content are not supported in list options.

Message Structure

List messages work on a single level and cannot include nested or multi-step lists. A message can contain up to ten sections and a total of ten rows across all sections.

Relevance and Quality

Messages should be concise and directly related to the customer’s request or consented purpose. Avoid repetitive, promotional, or unrelated content that may affect the user experience.Creating Clear and User-Friendly List Messages

Creating Clear and User-Friendly List Messages

While there are no strict design rules beyond structural limits, the following practices are commonly recommended

• Although Meta allows up to 24 characters for each row title, shorter titles improve readability, especially on mobile screens.
  
• Using sections to organize options helps users navigate quickly and prevents confusion when multiple actions are available.
  
• Emojis are allowed in list content, but excessive use may impact message professionalism or readability.
  
• Adding a line like “Didn’t find what you’re looking for? Type HELP.” improves accessibility for users who don’t see a relevant option.
  
• Test the flow before sending it to a large audience.

Next Steps

WhatsApp List Messages enables businesses to create structured and interactive conversations within WhatsApp. They help streamline communication, reduce manual effort, and guide users toward relevant actions through predefined options.

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