How to Use Buttons in ZazzyAgent Flows
Buttons are one of the simplest ways to make an automation interactive.
Instead of asking a customer to type:
I want to track my order
you can give them a button:
Track Order
The customer taps the option and your automation continues.
Buttons are especially useful for menus, customer support, lead qualification, product discovery and calls to action.
What can a button do?
Depending on the message component and channel, a button can be used to:
Continue a conversation
Trigger another part of a flow
Open a URL
Start an action
Let the customer choose between predefined options
The exact button capabilities depend on the WhatsApp message type being used.
Why use buttons?
Buttons remove unnecessary typing.
They also make customer responses predictable.
For example:
How can we help you?
Track Order
Browse Products
Talk to Support
You know exactly which path the customer selected.
Create a button
Open the relevant ZazzyAgent Flow Builder flow.
Add the message or interactive component that supports buttons.
Add the button text.
Keep the wording short and obvious.
Good:
Track Order
Poor:
Click Here to Proceed to the Next Order Tracking Process
Keep button text action-oriented
A customer should understand what will happen after tapping.
Good examples:
Book Appointment
View Products
Get a Quote
Talk to Support
Track Order
These are clearer than:
Continue
Next
Click Here
unless the next action is already obvious.
Connect a button to another step
A button becomes useful when it has somewhere to go.
Example:
Customer
↓
How can we help?
↓
[Track Order]
↓
Order Tracking Flow
Another button could go elsewhere:
[Browse Products]
↓
Product Flow
Build a main menu
Buttons work particularly well for a WhatsApp main menu.
Example:
Welcome! What would you like to do?
Shop
Track Order
Support
Each button starts a different branch.
Use buttons for qualification
Suppose you want to classify a lead.
Ask:
What best describes you?
Business Owner
Marketing Team
Individual
The customer's answer can then determine the next part of the conversation.
Use buttons with labels
You can combine a customer's selection with other ZazzyAgent actions.
For example:
Customer taps:
Product Inquiry
↓
Add label:
Product Interest
↓
Continue to:
Product information
This lets customer choices become useful segmentation data.
See How to Use Labels in ZazzyAgent to Organize Customers.
Use buttons with User Input
A button can determine what information you ask for next.
Example:
What do you need?
Request a Quote
↓
What product are you interested in?
↓
User Input
This creates a structured journey.
See ZazzyAgent User Input Guide.
Use buttons with conditions
Buttons can lead customers into different logic paths.
Example:
Existing Customer
→ Customer support path
New Customer
→ Lead qualification path
You can then use conditions to personalize what happens next.
See How to Use Conditions in ZazzyAgent Flow Builder.
Use CTA URL buttons
A CTA URL button takes the customer to a website.
Example:
Want to view our full catalogue?
View Catalogue
The button opens your website.
This is useful for:
Websites
Booking pages
Payment pages
Product pages
Documentation
Applications
The current platform supports CTA URL buttons for WhatsApp flows and Live Chat.
Don't use a button when free text is better
Buttons work best when the possible responses are known.
For example:
Choose your preferred contact method.
Buttons are perfect.
But:
Tell us what problem you're experiencing.
This needs free-form input, so User Input or another text-based component is better.
Don't overload the customer
Too many buttons can make a message difficult to understand.
Keep the choices focused.
Instead of creating a huge menu:
Products
Services
Pricing
Support
Refund
Shipping
Careers
Partners
split it into categories.
Example:
Buy Something
Get Support
Business Enquiry
Buttons and WhatsApp limits
WhatsApp interactive message types have their own platform limitations.
Don't design a flow assuming an unlimited number of buttons or arbitrary layouts.
Use the interactive format appropriate for the message you're creating.
Test every button
After saving your flow, test every button.
For each one verify:
Correct text
Correct destination
Correct message
Correct branch
Correct label/action if used
Correct final customer experience
Common button problems
Button is visible but doesn't do anything
Check that it is actually connected to the next step.
Button starts the wrong flow
Check the mapping between the button and its destination.
URL doesn't open
Check the URL and make sure it is valid.
Customer sees the wrong options
Check that you're testing the correct flow version.
A good button flow
Question
↓
2–4 clear choices
↓
Customer taps
↓
Relevant action
↓
Next conversation step
The goal of buttons is simple:
Make the next customer action obvious.