Call-to-action buttons put tappable actions at the bottom of a WhatsApp message. A guest can reply, call your hotel, or open a link without typing anything, which is the difference between a request that gets answered and one that gets ignored.
They are available for WhatsApp templates only, in the Campaign Editor for both Journeys and Broadcasts, and in the Message Template Editor. Nothing needs turning on.
The three button types
Quick Reply. Tapping it sends the button text back to you as the guest's reply. Useful for a yes or no that you can then act on.
Phone. A label such as "Call us" and a phone number. Tapping it starts the call.
Link. A label such as "Visit website" and a URL. Tapping it opens the link in the guest's browser.
Before you start
You are editing a WhatsApp template, in either editor.
You know which type you need, and you have the button text ready, plus a phone number or URL if the type needs one.
Adding a button
Open the Campaign Editor or the Message Template Editor for a WhatsApp template.
Find the Actions section, between the message text field and the Guest App and Token buttons.
Select the + next to Actions.
Choose the action type: Quick Reply, Phone, or Link.
Enter the button text. Plain text, 25 characters or fewer, no emoji.
For Phone or Link, enter the value: a phone number or a URL.
Repeat for any further buttons. How many you can add depends on the template format and WhatsApp's own limits.
Editing or removing a button
To edit a button, select its text or the three dots menu beside it.
To remove it, select the x icon.
Rules that will catch you out
These are WhatsApp's, not ours, and a template that breaks one will not save or will not be approved.
Button text is 25 characters or fewer.
No emoji and no special characters in button text. This is the one people hit first, because an emoji in a button feels natural.
No tokens in the button text. The label is the same for every recipient.
Phone numbers use + and the country code, never 00. Sweden is +46, not 0046.
Tokens are allowed in the URL field of a Link button, but not on their own. See Using a Mews token in a Link button URL for the pattern that works.
What people use them for
Call now. A Phone button so guests reach the front desk in one tap rather than looking up the number.
Visit website. A Link button to your booking engine.
Confirming a detail. A Quick Reply so a guest can confirm an arrival time without composing a message.
Guest self-service. A Link button with a Mews token, so the guest lands on their own check-in page. See Using a Mews token in a Link button URL.
What this does not do
WhatsApp templates only. Not Omnichannel templates, and not other channels.
It does not personalise the label. Tokens are not allowed in button text, only in a Link button's URL.
It does not bypass approval. Buttons are part of the template, so adding one to an approved template means resubmitting it.
It does not tell you the button limit. That comes from the template format and WhatsApp's rules, not from a setting in Bookboost.
Common questions
How many buttons can I add to one message?
As many as the template format and WhatsApp's limits allow.
Why will my button text not save with an emoji in it?
WhatsApp does not allow emoji or special characters in button text. Plain text, 25 characters or fewer.
What phone format should I use?
Use + and the country code, for example +46 for Sweden, not 00.
Can I use a token in a button?
Not in the label. In a Link button's URL field, yes, using the pattern in Using a Mews token in a Link button URL.
Do I need to turn this on?
No. Buttons are available in both editors for WhatsApp templates.
What to do next
A template with new buttons needs approval again before it sends. See WhatsApp message templates.
Getting help
Open Help at the bottom of the left menu and choose Talk to Us, or email support@bookboost.io.