When a contact taps a button or picks a list option in a WhatsApp message, your workflow now reliably continues down the branch for the option they chose. Booking, confirmation and service-selection flows run the way you built them, so you stop losing contacts to the Timeout branch after they've already given you an answer.
> ✅ Your contact made a choice. Now your workflow always respects it.
What's fixed
🔀 Every tap routes to the branch it belongs to
- Personalised options now route correctly:Buttons and list options that include custom values, such as a contact's appointment time, are now recognised when tapped. Previously some of these taps weren't matched and the contact fell into the Timeout branch instead of the path they picked.
- Fixed and personalised labels behave the same:Whatever text your option shows, the tap continues down that option's branch.
✂️ Long labels are shortened instead of failing
- Messages send every time:WhatsApp allows up to 20 characters on a button label and 24 on a list option. When a custom value pushes a label past that limit, it's now automatically shortened and ends with "…", rather than the message failing to send.
- Routing still works:A shortened option still sends the contact down the correct branch when tapped.
Where this pays off
- Appointment confirmations:A contact taps "Confirm 3:30 PM" and goes straight to your confirmation path, not to a follow-up chasing a reply they already gave.
- Slot booking:Options built from your calendar's available times route each contact to the slot they picked.
- Service menus:List options filled with long service or location names now send, instead of quietly failing.
How to use it
Nothing to do. Your existing workflows get the fix automatically, with no need to re-save anything.
Why this matters for your business
Interactive buttons and lists are the quickest way to move a contact from a question to a decision on WhatsApp, but only if the workflow acts on the answer. When a tap is missed, a ready-to-book customer gets treated as unresponsive, and that's exactly the moment you lose them.
- Convert more bookings and confirmationsby sending every contact down the path they chose
- Personalise with confidence,knowing custom values in button and list labels won't break routing
- Stop silent send failurescaused by labels that run too long
- Keep your follow-ups relevant,so contacts who already answered aren't chased again
Your branching WhatsApp workflows are already running on the fix. Personalise those buttons as much as you like.