How to Send Interactive List Messages Using the WhatsApp Official API

Bot Automation
Apr 9
4 min read

When customers are given too many choices in a regular text message, conversations can become confusing. Interactive List Messages solve this problem by letting businesses present multiple options in a clean, organized format directly inside WhatsApp.

With Hibot and the WhatsApp Official API, you can create interactive lists that help customers quickly select products, services, shipping methods, appointment slots, or support categories.

What Are WhatsApp Interactive List Messages?

Interactive List Messages allow businesses to send a message with a button. When the customer taps the button, WhatsApp opens a list of options.

The customer can then select one option, and their choice is automatically sent back as a reply.

This makes customer interactions much easier and faster.

For example, businesses can use list messages to:

Show product categories
Offer shipping methods
Display appointment slots
Present support options
Share service packages
Let customers choose a payment method

Why Businesses Use Interactive List Messages

Interactive lists improve the customer experience because users do not need to type a response manually.

Benefits of using Interactive List Messages with Hibot include:

Faster customer responses
Cleaner and more organized conversations
Fewer typing mistakes
Better lead qualification
Easier automation through webhooks
Improved customer satisfaction

Since customers only need to tap an option, businesses can guide conversations more efficiently.

How Interactive List Messages Work

A list message usually contains:

Optional header
Main body text
Optional footer
One button
One or more sections
Rows inside each section

When the customer taps the button, the list appears in a popup. After selecting an option, WhatsApp sends the selected row ID back to your system through a webhook.

This allows your Hibot workflow or CRM to take the next action automatically.

Limits for Interactive List Messages

WhatsApp currently supports:

Up to 10 sections
Up to 10 total rows across all sections
Only 1 button per message

This means you can organize options into sections, but the total number of choices cannot exceed 10.

How to Send an Interactive List Message

To send a list message, use the following endpoint:

POST /<WHATSAPP_BUSINESS_PHONE_NUMBER_ID>/messages

Example request:

curl 'https://graph.facebook.com/v25.0/<WHATSAPP_BUSINESS_PHONE_NUMBER_ID>/messages' \
-H 'Content-Type: application/json' \
-H 'Authorization: Bearer YOUR_ACCESS_TOKEN' \
-d '
{
  "messaging_product": "whatsapp",
  "recipient_type": "individual",
  "to": "<CUSTOMER_PHONE_NUMBER>",
  "type": "interactive",
  "interactive": {
    "type": "list",
    "header": {
      "type": "text",
      "text": "Choose an Option"
    },
    "body": {
      "text": "Please select one of the options below."
    },
    "footer": {
      "text": "Powered by Hibot"
    },
    "action": {
      "button": "View Options",
      "sections": [
        {
          "title": "Popular Choices",
          "rows": [
            {
              "id": "option_1",
              "title": "Option One",
              "description": "Best for quick decisions"
            },
            {
              "id": "option_2",
              "title": "Option Two",
              "description": "Most selected by customers"
            }
          ]
        }
      ]
    }
  }
}'

Important Parameters

Parameter	Description
header.text	Optional title shown above the message. Maximum 60 characters.
body.text	Main message text. Maximum 4096 characters.
footer.text	Optional footer text. Maximum 60 characters.
action.button	Text shown on the button. Maximum 20 characters.
sections	List sections containing rows. Up to 10 sections.
rows.id	Unique row identifier used in the webhook response.
rows.title	Customer-facing option title. Maximum 24 characters.
rows.description	Optional description below the row title. Maximum 72 characters.

Example: Shipping Options List

A common use case is allowing customers to choose a shipping method.

curl 'https://graph.facebook.com/v25.0/106540352242922/messages' \
-H 'Content-Type: application/json' \
-H 'Authorization: Bearer YOUR_ACCESS_TOKEN' \
-d '
{
  "messaging_product": "whatsapp",
  "recipient_type": "individual",
  "to": "+16505551234",
  "type": "interactive",
  "interactive": {
    "type": "list",
    "header": {
      "type": "text",
      "text": "Choose Shipping Option"
    },
    "body": {
      "text": "Which shipping option do you prefer?"
    },
    "footer": {
      "text": "Powered by Hibot"
    },
    "action": {
      "button": "Shipping Options",
      "sections": [
        {
          "title": "Fast Delivery",
          "rows": [
            {
              "id": "priority_express",
              "title": "Priority Express",
              "description": "Next Day to 2 Days"
            },
            {
              "id": "priority_standard",
              "title": "Priority Standard",
              "description": "1 to 3 Days"
            }
          ]
        },
        {
          "title": "Economy Delivery",
          "rows": [
            {
              "id": "ground_shipping",
              "title": "Ground Shipping",
              "description": "2 to 5 Days"
            },
            {
              "id": "economy_mail",
              "title": "Economy Mail",
              "description": "2 to 8 Days"
            }
          ]
        }
      ]
    }
  }
}'

Webhook Response After Customer Selection

When a customer selects an option, WhatsApp triggers a webhook.

The webhook includes:

The selected row ID
The selected row title
The row description

Example webhook response:

{
  "interactive": {
    "type": "list_reply",
    "list_reply": {
      "id": "priority_express",
      "title": "Priority Express",
      "description": "Next Day to 2 Days"
    }
  }
}

You can use the row ID inside Hibot to automatically:

Trigger the next message
Route the customer to the right department
Save the selected option in your CRM
Start a workflow or automation

Best Practices for Interactive Lists

Keep the number of options small.Too many choices can overwhelm the customer.
Use short and clear button text.Examples:
- View Options
- Choose Service
- Select Plan
Write simple row titles.Customers should understand each option instantly.
Add descriptions when necessary.Descriptions help customers understand the difference between options.
Use meaningful row IDs.For example:
- premium_plan
- book_demo
- support_billing
Group similar options into sections.This makes the list easier to scan.

Business Use Cases

Ecommerce

Show product categories, delivery methods, or return options.

Healthcare

Allow patients to choose appointment times or departments.

Education

Show course categories or webinar schedules.

Customer Support

Let users choose between billing, technical support, or general inquiries.

Travel

Present destination packages, hotel categories, or transport options.

Finance

Offer payment methods, loan types, or account services.

Simplify Customer Choices with Hibot

Hibot helps businesses create interactive list messages without coding complexity.

With Hibot, you can:

Build WhatsApp option lists quickly
Connect customer choices to automation
Trigger workflows using webhook responses
Improve engagement and reduce response time
Create smarter customer journeys

Whether you want customers to choose a product, appointment, shipping method, or support option, Hibot makes WhatsApp interactions simple and effective.

Start using Hibot today and turn customer conversations into guided experiences.