WhatsApp list messages vs reply buttons for Shopify support

Use reply buttons for a short decision the customer can make immediately. A COD confirmation is a good example: confirm, cancel or ask for help. A list is easier to scan when there are several different jobs, such as checking a delivery, changing an address, or asking about a return.

Decide what each choice should do

A button labelled “Confirm” should have one consequence. Before release, have a teammate tap it from a test number and check the intended Shopify order. Try it with two orders on the same number. If the workflow cannot tell which order the reply belongs to, send the case for manual review.

For a list of support topics, make the labels short enough to read on a phone. Add a route for a customer who cannot find their issue. Test what happens if they type the topic in chat instead of tapping it.

Check the send context

A reply in an open service window and a business-initiated template are different send types. Check which interactive format the composer or approved template supports before planning the workflow. Try the full sequence once with the window open and once with a test case outside it.

The WhatFlow Shopify Flow guide covers how an incoming reply can lead to a Shopify action.