To create an interactive options menu on WhatsApp that automatically routes the customer to sales, support, or finance, use Papo's Flow builder (https://papo.global/). Simply configure a message with buttons, branch the journey based on the choice, and transfer the conversation to the correct agent or team — without your team wasting time on manual triage.
| Component | Main Function | Configuration Example |
|---|---|---|
| Automation Flow | Orchestrate sending the menu and routing. | Flow named “WhatsApp Directional Menu,” triggered by new conversation. |
| “Send Message” action with buttons | Display options to the customer. | Message with buttons “Sales,” “Support,” and “Finance.” |
| Condition node | Evaluate which button was pressed. | If response = “Sales” → route to sales team. |
| “Transfer to Agent” action | Route the conversation to a specific agent or group. | Transfer to the user responsible for support. |
| Synapse | Automatically enroll new contacts in Flow. | Rule: “When new WhatsApp conversation → enroll in Directional Menu.” |
How the directional menu on WhatsApp works
Instead of a human agent manually asking the reason for contact and deciding where to route it, the Flow handles this step. As soon as the customer sends the first message (or is enrolled via Synapse), the system replies with an interactive message containing buttons. When they click an option, the customer is guided through a specific branch of the Flow, which can send a confirmation and then transfer the conversation directly to the correct team. All triage logic is centralized in the platform, without depending on operators.
Step by step to create the interactive menu
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Access the Flows module
In the Papo panel, open Flows / Chatbot and create a new Flow. Give it a suggestive name, such as “WhatsApp Directional Menu.” -
Build the message with buttons
After the initial node, insert a Send Message action. In the content editor, write a welcome text (e.g., “Hello! How can we help? Choose an option:”) and add quick reply buttons. Configure three buttons: “Sales,” “Support,” and “Finance.” WhatsApp allows up to three buttons per message of this type; if you need more options, you can use a list message later. -
Configure the branches with the Condition node
Add a Condition node right after sending the message. Set the condition to evaluate the contact's last response (the text of the clicked button). Create three branches:- Response equals “Sales”
- Response equals “Support”
- Response equals “Finance”
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Add the transfer actions
For each branch, insert a Transfer to Agent action. Select the user or agent group responsible for that department. Optionally, you can include before it a Send Message action with a personalized confirmation, such as “I'll transfer you to the sales team. One moment, please.” -
(Optional) Automate enrollment with Synapse
For the menu to be presented automatically to every new contact who starts a WhatsApp conversation, access the Synapse module. Create an automation with:- Trigger: “When new conversation is started” (choose the WhatsApp inbox).
- Action: “Enroll contact in Flow” and select the Flow “WhatsApp Directional Menu.”
This way, the menu will be triggered immediately without manual intervention.
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Save, activate, and test
Review the Flow structure, save, and change the status to Active. Test by sending a message from a test number to ensure the buttons appear, the choice is recognized, and the conversation reaches the correct agent.
Who this automation is recommended for
- Companies with a high volume of service on WhatsApp and that support different areas (sales, support, finance).
- Teams that want to eliminate manual triage and reduce response time, since the customer is routed immediately.
- Businesses that already use WhatsApp as their main channel and need to standardize the first interaction, even outside business hours.
- Operations with lean teams that want each agent to receive only conversations within their scope, without wasting time filtering.
Frequently asked questions
Do I need to use an approved message template (HSM) for the buttons?
No. Since the menu is sent right after the customer starts the conversation (within the 24-hour customer service window), you can use a message with quick reply buttons without needing an approved template. If, in the future, you want to resend the menu after 24 hours, you will need a template (HSM) with button support.
Can I add more than three options to the menu?
The quick reply button message accepts up to three options. For more items, you can use a list message, which displays up to 10 options in menu format. The configuration in the Flow is similar, just with a different type of interactive message.
How do I transfer the conversation to a specific agent?
Inside the Flow, after the condition, use the Transfer to Agent action and choose the user name or group responsible for the team. The conversation appears directly in the agent's personal inbox, with the corresponding tag.
What happens if the customer types something instead of clicking the button?
The Flow will only follow the branches configured for the exact button responses. To cover free responses, you can add an extra branch in the condition with the “Otherwise” option, which routes the contact to a general agent or sends a message asking them to choose one of the options.
Can I customize the confirmation message after the click?
Yes. Before transferring, you can include a Send Message action in each branch, with specific texts. For example: “Got it! I'll pass you to finance now” or “The support team will respond to you shortly.”
Read also
- How automatic conversation assignment works in an inbox with multiple agents
- How to train Capitão to identify purchase intent and transfer to a salesperson
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