# Conversational Components

Businesses can configure easy-to-use commands, provide pre-written icebreakers that users can tap, and greet first-time users with a welcome message. 

{% hint style="info" %}
This feature can be configured within WhatsApp Manager. 
{% endhint %}

## Configuration Steps <a href="#configuration" id="configuration"></a>

Businesses with shared WABAs can configure it in the WhatsApp Manager for any phone number as follows:

{% stepper %}
{% step %}
Navigate to **WhatsApp Manager** within Meta Business Suite.
{% endstep %}

{% step %}
Go to Account Tools > Phone Numbers.
{% endstep %}

{% step %}
Click on Settings (gear icon:<img src="https://3527970750-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-M4sMxKjL6eJRvZn6jeG-887967055%2Fuploads%2FlxsMFLZOr8IimfF3VTIq%2FScreenshot%202024-02-20%20at%2017.29.53.png?alt=media&#x26;token=c155db16-b37c-4961-8966-508edb1308b0" alt="" data-size="line">)  next to the phone number you want to configure.
{% endstep %}

{% step %}
Find "Conversational Components" under **Automations** and toggle the "Welcome Messages" switch to turn the feature on.

<figure><img src="https://3527970750-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-M4sMxKjL6eJRvZn6jeG-887967055%2Fuploads%2FU4edUcjP8PudK6qF1rj3%2FScreenshot%202024-02-20%20at%2017.04.23.png?alt=media&#x26;token=36a77301-7034-4fd6-ae6e-e22e42d338c2" alt=""><figcaption></figcaption></figure>
{% endstep %}
{% endstepper %}

### Testing

To test conversational components once they have been configured, open the WhatsApp App and open a chat with your business phone number.

For welcome messages and ice breakers, if there is already a chat thread going with the business phone number, you must first delete the chat thread:

{% stepper %}
{% step %}
Open the thread in the WhatsApp client.
{% endstep %}

{% step %}
Tap the business phone number's profile
{% endstep %}

{% step %}
Tap **Clear Chat** > **Clear All Messages**.
{% endstep %}

{% step %}
Return to the (now empty) chat thread.
{% endstep %}
{% endstepper %}

{% hint style="info" %}
You can then send a message to the business phone number, which should trigger the `request_welcome` webhook.&#x20;
{% endhint %}

## Component Types <a href="#welcome-messages" id="welcome-messages"></a>

### Welcome Messages <a href="#welcome-messages" id="welcome-messages"></a>

Activating *Welcome Messages* allows your business to automatically greet users opening your chat for the first time.&#x20;

This feature can be particularly useful for enhancing service interactions like customer support or account management.&#x20;

<figure><img src="https://3527970750-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-M4sMxKjL6eJRvZn6jeG-887967055%2Fuploads%2FKt6MaEPDfhmjuH4gJree%2F419671533_896659752089886_4267993356760898269_n.png?alt=media&#x26;token=49906095-a01c-4e42-ae9d-42fcc3d48180" alt="" width="375"><figcaption></figcaption></figure>

{% hint style="info" %}
For example: embedding a WhatsApp button on your app or website directs users to WhatsApp, where they're can be met with a welcome message that provides context on how they can interact with you.
{% endhint %}

* If you enable this feature and a user messages you, Meta checks for an existing message thread between the user and your business phone number.&#x20;
* If there is none, it triggers a `messages` webhook with `type` set to `request_welcome`. You can use this to then respond to the user with your own welcome message.
* The `request_welcome` webhook triggers a [**customer service window**](https://docs.360dialog.com/docs/get-started/pricing/free-vs-billed-messaging) which allows your business to send free-form messages when responding to customers.

#### **Webhook Payload** <a href="#webhook-payload" id="webhook-payload"></a>

```json
{
  "object": "whatsapp_business_account",
  "entry": [
    {
      "id": "<WHATSAPP_BUSINESS_ACCOUNT_ID>",
      "changes": [
        {
          "value": {
            "messaging_product": "whatsapp",
            "metadata": {
              "display_phone_number": "<BUSINESS_DISPLAY_PHONE_NUMBER>",
              "phone_number_id": "<BUSINESS_PHONE_NUMBER_ID>"
            },
            "contacts": [
              {
                "profile": {
                  "name": "<WHATSAPP_USER_NAME>"
                },
                "wa_id": "<WHATSAPP_USER_ID>"
              }
            ],
            "messages": [
              {
                "from": "<WHATSAPP_USER_PHONE_NUMBER>",
                "id": "<WHATSAPP_MESSAGE_ID>",
                "timestamp": "<TIMESTAMP>",
                "type": "request_welcome"  // Indicates first time message from WhatsApp user
              }
            ]
          },
          "field": "messages"
        }
      ]
    }
  ]
}
```

### Ice Breakers <a href="#ice-breakers" id="ice-breakers"></a>

**Ice Breakers** are customizable, tappable text options that appear in the message thread the **first time a user starts a chat** with your business.\
They help guide users on how to begin a conversation — for example:

> “Plan a trip” or “Create a workout plan”.

#### Use Cases

Ice Breakers are ideal for **service-oriented interactions**, such as:

* Customer support
* Account management
* Guided onboarding or FAQs

You can also **embed a WhatsApp button** on your website or app that opens a chat window with pre-defined Ice Breakers.

When users tap the button, they are redirected to WhatsApp and presented with your list of suggested prompts.

<figure><img src="https://3527970750-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-M4sMxKjL6eJRvZn6jeG-887967055%2Fuploads%2Fi5y1eqgCiWIB7CWjFH3P%2F420086219_1814698272310915_4997093040223706964_n.png?alt=media&#x26;token=19ab6e0d-f680-4427-9631-29d2aa88e58b" alt="" width="375"><figcaption></figcaption></figure>

#### Configuration

* You can set up to **4 Ice Breakers per business number** in **WhatsApp Manager**.
* Each Ice Breaker can contain **up to 80 characters**.
* **Emojis are not supported.**

{% hint style="info" %}
Use short, action-driven phrases that help users understand what they can do next — for example, “Track my order” or “Update payment method.”
{% endhint %}

#### Behavior & Webhook Response

When a user **taps an Ice Breaker**, it triggers a **standard `messages` webhook event** with the Ice Breaker text contained in the `body` field.

If the user chooses to **type a message instead**, the keyboard overlays the Ice Breaker list — but the menu can be dismissed to make the Ice Breakers visible again.

#### Limitations <a href="#limitations" id="limitations"></a>

If a WhatsApp user taps a [universal link](https://faq.whatsapp.com/425247423114725?fbclid=IwAR0Wk3l6XfxxQC8iF5oku5y-BmYMO-xSguTyGlypF50tH2_GzxsblV2-G2s) (i.e. **wa.me** link) configured with pre-filled text, the user interfaces for **ice breakers** are automatically dismissed.

#### **Webhook Payload** <a href="#webhook-payload-2" id="webhook-payload-2"></a>

```json
{
  "object": "whatsapp_business_account",
  "entry": [
    {
      "id": "<WHATSAPP_BUSINESS_ACCOUNT_ID>",
      "changes": [
        {
          "value": {
            "messaging_product": "whatsapp",
            "metadata": {
              "display_phone_number": "<BUSINESS_DISPLAY_PHONE_NUMBER>",
              "phone_number_id": "<BUSINESS_PHONE_NUMBER_ID>"
            },
            "contacts": [
              {
                "profile": {
                  "name": "<WHATSAPP_USER_NAME>"
                },
                "wa_id": "<WHATSAPP_USER_ID>"
              }
            ],
            "messages": [
              {
                "from": "<WHATSAPP_USER_PHONE_NUMBER>",
                "id": "<WHATSAPP_MESSAGE_ID>",
                "timestamp": "<TIMESTAMP>",
                "text": {
                  "body": "Plan a trip" //ice breaker string
                },
                "type": "text"
              }
            ]
          },
          "field": "messages"
        }
      ]
    }
  ]
}

```

### Commands <a href="#commands" id="commands"></a>

{% columns %}
{% column width="58.333333333333336%" %}
**Commands** are predefined text strings that appear when a WhatsApp user types a **forward slash (`/`)** in a message thread with your business. They help users quickly discover and trigger available actions within your service.

Each command consists of:

* A **command keyword**, which the user types after `/`
* A **hint**, which briefly describes what the command does

#### **Example:**

```
/imagine - Create images using a text prompt
```

{% endcolumn %}

{% column width="41.666666666666664%" %}

<figure><img src="https://3527970750-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-M4sMxKjL6eJRvZn6jeG-887967055%2Fuploads%2FXEpwmhY6LYwgDgN6Mxdv%2F420085467_910814590451435_4671411740520505748_n.png?alt=media&#x26;token=2aa57b7e-ac09-4eff-ae1f-69f9dd311bf1" alt="" width="365"><figcaption></figcaption></figure>
{% endcolumn %}
{% endcolumns %}

When a user types a command such as:

```
/imagine cars racing on Mars
```

WhatsApp will send a **standard received message webhook** containing the full text string as the `body` property.

Your backend or chatbot can then parse this command and, for instance, generate and return an image of cars racing on Mars.

#### Configuration

* You can define **up to 30 commands** per WhatsApp Business Account.
* Each **command** can have up to **32 characters**.
* Each **hint** can have up to **256 characters**.
* **Emojis are not supported.**

{% hint style="info" %}
Use short, descriptive verbs for clarity — e.g., `/trackorder`, `/cancelbooking`, `/checkstatus`.
{% endhint %}

#### Behavior & Webhook Response

When a command is used, it triggers a webhook event containing the user’s full input string.

#### **Example webhook payload:**

```json
{
  "object": "whatsapp_business_account",
  "entry": [
    {
      "id": "<WHATSAPP_BUSINESS_ACCOUNT_ID>",
      "changes": [
        {
          "value": {
            "messaging_product": "whatsapp",
            "metadata": {
              "display_phone_number": "<BUSINESS_DISPLAY_PHONE_NUMBER>",
              "phone_number_id": "<BUSINESS_PHONE_NUMBER_ID>"
            },
            "contacts": [
              {
                "profile": {
                  "name": "<WHATSAPP_USER_NAME>"
                },
                "wa_id": "<WHATSAPP_USER_ID>"
              }
            ],
            "messages": [
              {
                "from": "<WHATSAPP_USER_PHONE_NUMBER>",
                "id": "<WHATSAPP_MESSAGE_ID>",
                "timestamp": "<TIMESTAMP>",
                "text": {
                  "body": "/imagine cars racing on Mars"
                },
                "type": "text"
              }
            ]
          },
          "field": "messages"
        }
      ]
    }
  ]
}
```


---

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