Typed replies and commands on WhatsApp
Help WhatsApp customers continue a guided flow by typing naturally, confirming an option, asking a side question, or using a command.
WhatsApp customers can tap a guided-flow option or type what they mean. For example, a customer can type “where is my parcel?” when the visible option says Track order.
This works automatically for published guided flows that are available on WhatsApp. You do not need to add alternate wording for every option.
What customers see
- When a typed reply clearly matches an option, the assistant acknowledges the choice and continues.
- When the reply may match an option but needs confirmation, the assistant shows Yes and No, show options buttons. The flow moves only after the customer confirms.
- When the assistant does not understand the reply, it shows the current question and options again.
- When a customer asks a separate question, the assistant answers it and brings back the same guided-flow question. The flow does not restart.
Options that can place an order, add products, or send information to a connected sheet always require confirmation before they run.
Understanding a typed reply costs nothing from your plan's allowance, exactly like tapping an option. Only the answer to a side question uses a message, the same as any other reply the agent writes. Once your allowance runs out, typed replies stop being interpreted and the current question and its options are shown again instead.
Words customers can use at any time
The customer must send one of these words or phrases as the whole message. Capital letters and extra spaces do not matter.
| Goal | Words or phrases |
|---|---|
| Reach a person | human, agent, support |
| Leave guided help | cancel, stop, exit, quit |
| See available topics | menu, main menu |
| Restart the current flow | start over, restart |
| Return to the previous safe question | go back, back |
| See help | help |
If a flow has an option with the same name as a command, that visible option wins. For example, typing Cancel selects a flow option named Cancel instead of leaving the flow.
Going back never reverses an action that already changed a cart, placed an order, or sent information. When returning would cross one of those actions, the assistant keeps the customer on the current question.
Side questions
A customer can ask an unrelated question while choosing between options. The assistant pauses at that exact question, answers from the agent’s available knowledge, and then shows the question again.
After several side questions at the same step, the assistant asks the customer to choose an option before continuing. The customer can still send human, main menu, start over, or another command.
Troubleshooting
A confirmation button says it is no longer valid
The question may already have been answered, a newer confirmation may have replaced it, or the WhatsApp reply window may have closed. Ask the customer to use the current buttons or type their answer again. The flow stays on its current question.
A typed reply was interpreted as the wrong option
The customer can select No, show options when confirmation is offered. If the flow already continued, they can send go back when the previous step is safe to revisit, or start over to begin the same flow again.
Keep option labels short and meaningfully different. Labels such as Track order and Return an item are easier to distinguish than several options with nearly identical wording.
The assistant does not understand a typed reply
The current options are shown again. The customer can tap one, type its number, or type the option label. Check that the flow is published for WhatsApp and that the option still exists in the published version.
The customer wants a person during the flow
They can send human, agent, or support as a complete message. Guided help ends and the conversation moves to human support. If a teammate is already handling the conversation, guided-flow commands do not change the customer’s progress.
The assistant cannot go back
The customer is either on the first question or returning would cross an action that should not be undone automatically. They can continue from the current question, send start over, open the main menu, or ask for a human.