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When interactive replies are on, the agent can answer with native WhatsApp buttons and lists instead of plain text wherever a tap is clearer than typing. The customer taps; the agent picks up the choice and continues — no “type YES to confirm” guesswork.
This is on by default. You can turn it off in Settings → AI Agent, in the Trigger card — with it off, the agent behaves exactly as before (text only).

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Where the agent uses buttons

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Confirming a change or a cancellation

When a customer asks to modify or cancel a booking, the agent shows a short before→after summary with two buttons:
A modify confirmation message with Yes and No buttons
  • Tapping ✅ Yes confirms — the agent re-checks the booking is still valid, then applies the change.
  • Tapping ❌ No leaves everything untouched.
The customer can still just type “yes” / “no” as before — the buttons are a shortcut, never the only way.

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Offering a choice

When the agent needs the customer to pick from a small, concrete set — which room, or which of the available time slots — it offers them as tappable options:
  • 3 or fewer options → quick-reply buttons.
  • 4 to 10 options → a tappable list (the “See options” button opens the menu).
A list of available time slots the customer can tap
The agent only offers options it actually has in hand (real rooms, real slots returned by the availability check) — it never invents a choice.

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What it changes for you

  • Your inbox shows exactly what the agent sent — the message body plus the buttons or list — and, for an incoming tap, the option the customer chose.
  • Shadow mode still applies: if the agent drafts an interactive reply, you approve it like any other draft and the buttons go out on approval. If you edit the draft text before approving, it’s sent as plain text (the buttons may no longer match your wording).
  • Escalations and error replies are always sent as plain text — buttons are only added to normal replies.
Buttons shine for confirmations and short either/or choices. For open questions, plain text is still the better experience — the agent decides per message.

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Turning it on or off

It’s on by default. To change it:
  1. Go to Settings → AI Agent.
  2. In the Trigger card, toggle Interactive replies.
  3. Save. The change applies to new messages immediately.
There’s nothing to configure per language — button labels (Yes / No / an agent) are translated automatically to match the customer’s language.