Quickly add buttons to a broadcast
Use Quick Replies to collect structured responses on IP channels:
- Open Messages → Broadcasts and create a new broadcast
- Select recipients and review targeting options
- Compose the message and add Quick Replies for the chosen language
- Schedule or send the broadcast
- Verify channel support (SMS not supported)
Quick Replies in Broadcasts are supported on WhatsApp, Facebook Messenger, Viber, and Telegram (not SMS).
Step-by-Step Process
- Go to the Messages tab.
- Click Broadcasts in the left menu.
- Click New Broadcast (top right).
[CAPTURE: Messages tab with Broadcasts selected and the “New Broadcast” button visible.]
- Select the contact(s) and/or group(s) you want to message.
- (Optional) Apply targeting options such as recently active contacts or skipping contacts currently in a flow.
- Click Next.
[CAPTURE: Broadcast audience selection screen.]
- Select the message language.
- Enter the message text.
- Open Quick Replies (tab or icon).
- Add each response option you want contacts to see as a button.
[CAPTURE: Broadcast message composer showing the Quick Replies configuration panel.]
When a contact taps a button, the selected text is sent as their reply and can be handled like any other incoming message.
- Choose whether to send the message now or later.
- (Optional) Set the broadcast to repeat (daily, weekly, or monthly).
- Click Create to send or schedule the broadcast.
[CAPTURE: Broadcast scheduling screen.]
- SMS: Quick Replies are not supported on SMS.
- Channel-dependent: Buttons appear only when the broadcast is delivered through a supported IP channel.
- Display limits: Some channels may limit the number or length of options shown.
[CAPTURE: Broadcast message showing quick reply buttons on a supported messaging channel.]
Common Issues & Quick Fixes
Problem: Quick Replies don’t appear for some contacts.
Cause: The contact is using SMS or another unsupported channel.
Fix: Confirm the contact’s prioritized address (URN) and active channel is WhatsApp, Facebook Messenger, Viber, or Telegram.
Problem: The broadcast sends but the buttons are missing.
Possible causes: Quick Replies were not added before scheduling, or they were added under a different language than the one sent.
Fix: Edit the broadcast and confirm Quick Replies are configured for the language you’re sending. Re-save and reschedule if needed.
Problem: Contacts type responses instead of tapping buttons.
Cause: Quick Replies are optional; contacts can still send free text.
Fix: Add clear instructions (for example, “Please tap one of the options below”), and use rules or labels to handle unexpected input.