Configure a WhatsApp List Message to present up to 10 options and route each selection to the next step in your chatbot flow.

Use List Messages for menus such as:

FAQs: Help users find answers quickly.
Customer support: Route users to the appropriate support service.
Product categories: Help users browse product types.
Order management: Let users manage their orders.

List Message requirements

A user can select one option at a time. They can reopen a previous message to make another selection.
You can add an optional header and footer.
List Messages do not require message-template approval.
You cannot include multimedia files.

Configure the Welcome Message

Select the List Message interactive-message option.
Optional: Add a header and footer.
Enter the welcome message that starts the chatbot conversation.
Configure the available options in List Configuration.
Set the destination for each option.

Define the Welcome Message

The Header, Message body, and Footer support Markdown syntax. Use bold, italics, strikethrough, or monospace formatting to make the message easier to scan.

Header

Add an optional header above the message body to introduce the list. The header can contain up to 60 characters.

Message body

Enter the instructions or context that help users choose an option. The message body can contain up to 1,024 characters, including emojis.

Footer

Optional: Add supporting information, a disclaimer, or an instruction below the message. The footer can contain up to 60 characters.

Options Title

Enter the required title shown above the list of options. Keep the title concise; it can contain up to 20 characters.

Section Configuration

Use Section Name to group related options into sections. A section name can contain up to 24 characters.

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NOTE
The Section Name will be shown when setting up more than one (1) section.

List Configuration

Configure the action or destination that runs when a user selects each menu option.

For each option, add:

List Title
List Description (optional)
List Redirect Options
- Redirect Type
- Redirect To

List Title

Enter the primary label for the option. Make the title clear enough for users to understand what happens when they select the row. A list title can contain up to 24 characters.

List Description

Optional: Add supporting text below the list title to explain the option. A list description can contain up to 72 characters.

List Redirect Options

Set the action or destination that runs after a user selects an option, selects its radio button, and selects Send.

Add from 1 to 10 options to a List Message menu.

Redirect Type

Choose the type of destination for the next step in the chatbot flow.

Campaign: Routes to a Live-platform automation or an out-of-flow action.
Integration: Routes to a third-party integration in the chatbot flow. Available integrations include Bright Pattern, OpenAI, and Custom Webhook.

When you select Integration, set the interaction timeout—the number of inactive minutes before the end-user session closes. The maximum timeout is 120 minutes.

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NOTE
The max time the session can wait before closing is 120 minutes.
Interaction: Routes to another step in the chatbot flow.
Live Chat: Routes the conversation to a Live Chat agent. Set the interaction timeout to close the connection after the configured period of inactivity.

To create, build, and deploy a chatbot that connects to Live Chat, see Integrate Chatbot with Live Chat.

Redirect To

Choose the destination that matches the redirect type you selected.

Campaign: Select a Live-status automation. The dropdown displays Automation Name - Automation Type.
Integration: Select a configured integration. The dropdown displays Alias - Integration Type.
Interaction: Select an interaction created for the chatbot.
Live Chat: Select the Live Chat team that will receive the conversation.

To create and enable an integration, see Integrations.

For Live Chat, choose one of these routing options:

Specific Team (for example, Product, Sales, or Support): Routes all chatbot conversations to the selected team.
Default assignment: Uses the default team routing configured in Live Chat.

Select Add after configuring Redirect Type and Redirect To. You can then add a webhook. For details, see Setting Webhook.

Each configured option appears in the menu-item table below the configuration section. Menu items are ordered by the sequence in which you add them, and the keyword identifier advances automatically for each entry.

After configuring the Welcome Message, define the Interaction flow.

Interaction

Define the automated responses, questions, and actions that the chatbot uses for user inputs and triggers.

For instructions on configuring each interaction, see Interaction.