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Encuesta NPS
Context and opportunity:
Respond.io allows you to create WhatsApp templates with call-to-action (CTA) buttons of the URL type, a very valuable tool for directing the customer to the next step in their process. Currently, these buttons work with fixed URLs, which is ideal for general links (website, catalog, contact page), but leaves room for improvement for cases where the link must be personalized or unique per contact or per shipment, for example:
  • Unique payment or checkout links per order.
  • Tracking of shipments (tracking) with a guide number.
  • Scheduling links, forms or surveys pre-filled with contact details.
  • Customer portals, invoices, quotes or contracts with unique identifiers.
  • Abandoned cart recovery links.
For these scenarios, many companies today include the personalized URL as text within the body of the message. It works, but the link looks long, the experience is less polished, and it often requires external URL shorteners, something brands would rather avoid.
Alignment with Meta:
WhatsApp Business Platform (Meta) already offers support for these types of buttons. From the Meta Business Manager it is possible to create templates with dynamic URLs, defining a variable at the end of the URL (for example, https://tuempresa.com/pedido/{{1}}) and assigning its value to each shipment. Since the technical base is already available in the Meta ecosystem, we believe that its incorporation into Respond.io would be a natural step and of great value for users.
Desired result:
That the URL-type CTA buttons in WhatsApp templates can accept dynamic variables (for example, a contact field, a custom field or a value sent via API or workflow), so that each message can carry a unique and personalized link.
Ideally:
  • The variable is defined when creating the template, following the same format that Meta supports (variable at the end of the URL).
  • The value is assigned at the time of submission, either manually, from workflows (automation flows) or via API.
  • Templates with dynamic URLs created in Meta's Business Manager can be synchronized and used in Respond.io, including assigning the variable when sending them.
Expected benefit:
This improvement would allow companies that use Respond.io in sales, billing, customer service or integration with third parties to offer more professional experiences, increase click-through rate (CTR) and conversion, and reduce the need for alternative solutions (workarounds). In addition, it would strengthen the platform's value proposition compared to other solutions in the market.
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