When a user interacts with a buttons message or a list menu sent by your workspace, Wazapin triggers a webhook event. Follow this guide to identify interactive replies and extract the exact choice the customer made.

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When this matters

Interactive replies are critical for:
  • Routing customers to different support flows (e.g. Sales vs Support).
  • Confirming transaction actions (e.g., tapping “Confirm Order” or “Reschedule”).
  • Implementing automated chatbot menus and FAQ navigators.

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Processing flow

Handling an interactive choice involves three steps:

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1. Receive interactive webhook

Wazapin POSTs a lightweight message.new webhook containing msg_type: "interactive". Here is an example webhook payload:
Interactive webhook payload
{
  "message_id": "a1b2c3d4-e5f6-7890-abcd-ef1234567890",
  "conversation_id": "0f89b0f9-74b4-44f9-b9b6-48f6d4de57aa",
  "contact_id": "c1a2b3c4-d5e6-7890-abcd-ef1234567890",
  "channel_id": "wzp_abc123",
  "direction": "inbound",
  "from_phone": "6281234567890",
  "msg_type": "interactive"
}

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2. Fetch selection details

Call GET /v1/messages/ using the message_id from the payload. The API response will contain an interactive object within the content block detailing the user’s input.

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Interactive structures

Depending on the message type, the returned details will have one of two shapes:

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Quick-reply buttons (button_reply)

If the user tapped a button, the interactive block will have a type of "button_reply": 
{
  "data": {
    "id": "a1b2c3d4-e5f6-7890-abcd-ef1234567890",
    "type": "interactive",
    "content": {
      "interactive": {
        "type": "button_reply",
        "button_reply": {
          "id": "confirm_yes",
          "title": "Yes, I confirm"
        }
      }
    }
  }
}

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List menu row (list_reply)

If the user picked an option from a list menu, the interactive block will have a type of "list_reply": 
{
  "data": {
    "id": "b2c3d4e5-f6a7-8901-bcde-f12345678901",
    "type": "interactive",
    "content": {
      "interactive": {
        "type": "list_reply",
        "list_reply": {
          "id": "support_agent",
          "title": "Talk to Support",
          "description": "Connect to a live agent"
        }
      }
    }
  }
}

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Code example

Here is how to handle the webhook and process the user’s choice: 
# Fetch the message details to check what choice the user made
curl -X GET "https://api.wazapin.com/v1/messages/a1b2c3d4-e5f6-7890-abcd-ef1234567890" \
  -H "X-Api-Key: YOUR_API_KEY" \
  -H "Accept: application/json"

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Troubleshooting

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Webhook arrives but interactive is empty

Ensure you query the message by ID via GET /v1/messages/{messageID}. Webhook bodies are intentionally slimmed down and do not include the interactive reply block inline.

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User pressed multiple buttons

WhatsApp does not allow multiple choice selections on a single message. Tap events are atomic and arrive as individual webhooks. If a user tries to tap buttons on older messages, your system will receive a new webhook event with a unique message_id. You can track the original message ID via the conversation timeline or message parent headers if applicable.