Who This Is For / When to Use
Businesses using WhatsApp via Kyrios Workflows.
Teams that want clickable CTAs without exposing raw URLs.
Automations that need to branch based on link engagement.
Any WhatsApp conversation occurring within the 24-hour Customer Service Window.
Prerequisite: WhatsApp Customer Service Window
WhatsApp Interactive Messages can only be sent when the 24-hour Customer Service Window is open.
How the Customer Service Window Works
The window opens when a customer sends your business a WhatsApp message.
While open, you can send unlimited free-form and interactive messages.
If closed, you must send a Marketing or Utility template to reopen it.
How to Check the Window in a Workflow
Add a Customer Replied trigger.
Filter the trigger to Reply channel = WhatsApp.
Add the Customer Service Window Check action.
Use branches:
Open → proceed with interactive message.
Closed → send a template message first.
Step 1: Create the Workflow Trigger
Open Automations > Workflows.
Click Add New Trigger.
Select Customer Replied.
Set the filter:
Reply channel = WhatsApp.
Name the trigger clearly (example:
Customer Replied – WhatsApp).
Step 2: Add the WhatsApp Interactive Message Action
Click + Add Action in the workflow.
Select WhatsApp Interactive Messages.
Enter an internal Action Name for clarity.
Choose the From Phone Number.
Step 3: Configure the CTA Button Message
Interactive Message Type
Select Visit Website Button.
Only one CTA button is allowed per message.
Required Fields
Header Type: Text, Image, Video, or Document.
Header Text / Media URL: Context for the message.
Body: Main message content (max 1024 characters).
Footer (optional): Supporting text (max 60 characters).
URL: Destination link (Kyrios variables supported).
Button Text: CTA label (max 20 characters).
Timeout Unit & Value: Between 5 minutes and 2 days.
URL Personalization
You can dynamically personalize URLs using CRM and custom values. Example:
https://www.example.com/?name={{contact.name}}&calendar={{custom_values.agent_calendar}}Step 4: Configure Workflow Branching (Optional)
After the interactive message action, you can branch the workflow based on outcome:
Link Opened – Contact clicked the CTA.
Not Delivered – Message failed delivery.
Timeout – No interaction before expiry.
Each branch can trigger follow-ups, reminders, or fallback channels such as SMS or email.
Step 5: Save and Test
Before publishing:
Test with a real WhatsApp-enabled contact.
Confirm the link opens correctly.
Verify Kyrios variables populate in the URL.
Ensure the Customer Service Window is open.
Confirm branch logic fires as expected.
Key Features & Behavior
Clean CTA Presentation
Displays a single branded button instead of raw URLs.
Engagement Tracking
Link clicks are trackable and usable in workflow logic.
Timeout Control
CTA automatically expires after the configured duration.
Rich Headers
Supports text, images, videos, or documents for context.
Channel Fallback
Use Timeout or Not Delivered branches to switch to SMS or email.
Cost
Completely free when sent inside the 24-hour Customer Service Window
Limitations
Only one CTA button is supported per message
Cannot be combined with other interactive types (Lists, Quick Reply Buttons) in the same message
Timeout must be between 5 minutes and 2 days
FAQ
Do Interactive WhatsApp Messages cost extra?
No. When sent within the 24-hour Customer Service Window, interactive messages (including CTA buttons) do not incur additional charges.
What happens if I send this after the service window closes?
The message will fail. You must send a pre-approved Marketing or Utility template first to reopen the window.
Can I add more than one CTA button?
No. WhatsApp allows only one CTA URL button per interactive message. Use Quick Reply Buttons if multiple options are required.
Can I personalize the CTA URL?
Yes. You can insert Kyrios variables such as {{contact.name}} directly into the URL.
What if the contact doesn’t click the button?
You can use the Timeout branch to trigger reminders, alternate messaging, or fallback channels.
Can I track button clicks?
Yes. Use the Link Opened branch in the workflow to track and respond to engagement.
What header content types are supported?
Text, Image, Video, and Document headers are supported.
Can I use CTA buttons for promotions?
Only if the customer initiated the WhatsApp conversation. Cold outreach requires an approved template first.
Are CTA buttons supported on all devices?
Yes. Interactive messages are supported across all WhatsApp-enabled devices, though UI may vary slightly.
What happens after the timeout expires?
The CTA button becomes inactive, and the workflow can continue via the Timeout branch.
Can I test CTA buttons before sending to live contacts?
Yes. Always test using a sample contact to validate appearance, links, and variables.