• Messaging

LivePerson are integrating with WhatsApp APIs to offer a comprehensive suite of features. These functionalities are meticulously crafted to optimize user experiences, ensuring efficient and effective communication on the world's most popular messaging platform. Dive deeper to explore each of these features detailed below, all designed to elevate the way businesses interact via WhatsApp:

  • Media Messages - Tired of text? Add images and videos to your templates, or send interactive messages!
  • Interactive Messages - Interactive messages offer users an easier method to locate and choose what they desire from your business on WhatsApp. In trials, chatbots with interactive messaging capabilities recorded notably greater response and conversion rates than their text-only counterparts.
  • Proactive Messages (Message Templates) - Send outbound messages to consumers using Proactive Messaging Service and pre-approved WhatsApp Templates
  • Voice and Video Calls - Agents can send video or voice call invitations from the Agent Workspace.
  • Source Attribution - Agents will be able to tell which ad or post a consumer clicked through Consumer Info widget.
  • IVR and VoiceBot deflection - Deflect voice to messaging and increase efficiency and CSAT. For more information have a look at C2M and VoiceBot documentation.

Media Messages

In today's digital age, brands seek more than just text-based communication; they aim for engaging multimedia interactions. Our platform offers brands the capability to send diverse Media Messages, be it audio clips, documents, captivating images, fun stickers, or immersive videos. Whether dispatched by an agent or autonomously by a bot, every media message is streamlined for ease.

Interactive Messages

As digital communication continuously transforms, interactive messaging via WhatsApp has established itself as an integral part of brand’s communication, offering users a refreshingly intuitive way to connect and make decisions. Our all-encompassing guide breaks down the nuances of sending each kind of interactive message, enabling brands to uplift their customer engagements to unparalleled levels. Types of Interactive Messages:

1. List Messages

Streamline user choices by presenting a menu with up to 10 options. This format provides a structured way for users to navigate and make selections during business interactions.

When You Should Use It?

List Messages are best for presenting several options, such as:

  • A customer care or FAQ menu
  • A take-out menu
  • Selection of nearby stores or locations
  • Available reservation times
  • Choosing a recent order to repeat

2. Reply Button Messages

Offering up to three distinct options, each presented as a button, these messages facilitate rapid user responses. They mirror the experience provided by interactive templates with buttons, ensuring a seamless interaction.

When You Should Use It?

Reply Buttons are best for offering quick responses from a limited set of options, such as:

  • Airtime recharge
  • Changing personal details
  • Reordering a previous order
  • Requesting a return
  • Adding optional extras to a food order
  • Choosing a payment method

Reply buttons are particularly valuable for ‘personalized’ use cases where a generic response is not adequate.

3. Single-Product Messages

Use bot to showcase a standout product from your inventory in a focused message. For an in-depth look at this feature, refer to our developer documentation.

4. Multi-Product Messages: 

Use bot to highlight a curated collection, encompassing up to 30 items from your inventory, in a single message. For an in-depth look at this feature, refer to our developer documentation.

5. Location Request Messages

Use bot to directly request users to share their location, simplifying processes that require geographical data. Currently it is supported only over on-premise (Meta's limitation).

Why You Should Use Interactive Messages

Enhanced User Understanding

Interactive messages, in contrast to traditional text-based lists, offer a clearer and more uniform way for users to discover and choose offerings from businesses. Test results indicated increased levels of user comprehension when interacting with these features.

Impact on Business Metrics

In our assessments, chatbots using interactive messaging capabilities registered markedly superior response rates and conversion metrics compared to text-only counterparts.

Tailored Experience

These messages can be generated dynamically in real-time, allowing them to be tailored to specific customers or scenarios. For instance, you might display a List message detailing open appointment slots, or using Reply buttons to present past delivery addresses.

No Need for WhatsApp Templates

There's no necessity for templates or prior approvals with Interactive Messages.

By integrating these interactive messaging options into your communication strategy, brands can deliver a richer, more engaging experience for their WhatsApp users.

Proactive Messages (WhatsApp Templates)

WhatsApp message templates allow businesses to use pre-created and pre-approved templates to send structured messages to customers who have opted in to receive notifications. Such messages can encompass reminders for appointments, details about shipping, solutions to issues, or updates on payments.

Prior to being able to send a message, a template must be approved by Meta. If your account is not verified yet, you can use one of our pre-approved templates.

At present, the template categories available to send include:

  • Text-based message templates
  • Media-based message templates
  • Interactive message templates (Call-to-Action, Quick Reply)
  • Location-based message templates

Text-based and media-based message templates

Text-based are the most used whatsapp messaging templates, and Media message templates expand the content you can send recipients beyond the standard message template type to include media (which frequently includes image).

Interactive message templates

Interactive message templates enhance the range of content you can dispatch to users, surpassing the conventional message and media template categories, by including interactive buttons.
Two distinct button types are available:

  • Call-to-Action — Allows your customer to call a phone number and visit a website.
  • Quick Reply — Allows your customer to return a simple text message.

These interactive buttons can be appended to both text and media messages. After your interactive message templates receive approval, they're available for use in both alert messages.

Location-based message templates

The Business Location Template is designed to simplify the process for businesses to send location details to their customers. This enhancement aids in numerous scenarios such as food deliveries, ride-sharing services, finding proximate stores, and more.

Voice and Video Calls

Brands using third-party messaging channels have a feature to pivot from text-based conversations to more personal voice or video interactions. Through the Agent Workspace, agents can extend voice or video call invitations, which manifest as interactive notifications for consumers. These calls are launched in a webview, separate from the messaging application, ensuring an uninterrupted, yet cohesive user experience.

By default, voice and video functionalities are activated. However, brands have the flexibility to specify which agents have access to this feature using Agent Profiles and Permissions. Agents can be granted specific permissions for either voice calls, via the “Initiate voice conversation” option, or video calls, via the “Initiate live video conversation” option.


  1. Invitations are limited to English and currently can't be translated for the consumer's local language.
  2. The link, as of now, cannot be aesthetically customized or shortened, appearing elongated on the consumer's end.
  3. This feature is not leveraging the native voice and video calling feature of the WhatsApp App as it is not available yet on the Business API. Instead, a link is shared with the consumer that opens the call in a web browser. 

Messaging channels capabilities comparison - LivePerson Knowledge Center

Missing Something?

Check out our Developer Center for more in-depth documentation. Please share your documentation feedback with us using the feedback button. We'd be happy to hear from you.