WhatsApp Quick Reply Buttons

Business problem

My customer support and sales teams often manage multiple WhatsApp conversations with the same customer at the same time (for example, when a property owner receives multiple reservation requests).

Currently, when a customer clicks a quick reply button, the response is always linked to the most recent ticket. This makes it impossible to reliably identify which reservation or conversation the reply belongs to when several tickets are open for the same phone number.

Quick reply buttons do not support sending a custom payload, and although URL buttons can pass identifiers, they are not suitable for our use case because they always open a link for the owner.
In our workflow, the owner should be able to respond with a single tap inside WhatsApp, without being redirected to an external page.

This limitation forces our team to rely on manual verification, slowing down the process and increasing the risk of incorrect updates.

Wished result

I would like quick reply buttons to support sending a custom payload (for example, a reservation identifier).

When the user taps a quick reply button:

• The payload should be sent along with the reply

• The payload should be available in the webhook

This would allow us to:

• Correctly map replies to the right reservation or ticket

• Handle multiple active conversations with the same contact safely

• Keep the interaction one-tap and fully inside WhatsApp

• Reduce manual checks and operational errors