WhatsApp has served as an informal transactional channel for years, and usage has only increased during COVID-19 as the need for support across the entire customer journey has never been greater. That's why some of the updates recently announced at Facebook's F8 Refresh conference are so important. WhatsApp is introducing two new interactive elements to its Business API -- list messages and quick reply buttons -- to make it easier for brands to have conversations. WhatsApp's new list messages let users select up to 10 choices in a menu-like view. This feature makes it easier for users to choose from an alternative list of previous orders, plans, offers, shopping lists, and more. A long-requested feature from brands, List Buttons give customers a more seamless experience when purchasing products or getting customer support. Instead of pulling up a numbered menu and pressing 1, 2, 3, List Buttons makes the customer experience 3x faster. Customers can now select an option from a list of reply buttons instead of typing a complete answer from a list of choices. This feature significantly speeds up the entire conversation process, especially when choosing between two options like "Yes/No", "Order Now"/"Order Later".
At Jio, we have seen promising conversion data and extremely positive customer feedback for list messages and quick reply buttons. These features have been in demand for many years and we are confident they will significantly accelerate the adoption of conversational commerce on WhatsApp.
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