How to Add Icebreakers on WhatsApp Business API Number

What Are Icebreakers?

Icebreakers are preset questions that appear as clickable buttons when a customer sends a message to your WhatsApp Business account for the first time.

These questions help guide conversations and make it easier for customers to get started without having to type.

Example Icebreakers:

• “What products do you offer?”

• “How can I place an order?”

• “Do you offer delivery?”

When Do Icebreakers Show Up?

Icebreakers appear only the first time when the customer initiates a message to your WhatsApp number (e.g., initiates the chat by clicking the button to WhatsApp from Ads, web, social media, or directly to your number).

Once the customer sends any message, Icebreakers will disappear and won’t be shown again, unless the customer deletes the chat room from their WhatsApp app and initiates again.

How to Set Up Icebreakers on WABA

Before You Begin

To set up Icebreakers, you’ll need:

• An active WABA account

• Admin access to your business’s Facebook Business Manager and WhatsApp Manager

• If you have a WABA account integrated with Qiscus Omnichannel but don't have access to the WhatsApp Manager, please contact our support team.

Step-by-Step Guide

1. Log in to Facebook Business Manager https://business.facebook.com
   Choose the business that manages your WhatsApp number.

2. Open WhatsApp Manager

   • Click “All Tools” (or use the sidebar menu)

   • Select “WhatsApp Manager”

     

3. Choose Your WABA Number

   • Click Phone Numbers, click the settings on the WhatsApp number you use

     

4. Set Up Icebreakers

   • Select the "Automations" tab, scroll to the “Icebreakers” section

   • Click Edit or Add Icebreakers

     

5. Add Your Questions

   

   • You can create up to 4 questions

   • Keep them short, clear, and helpful

   • Example:

     • “How do I place an order?”

     • “Can I speak to a sales agent?”

6. Save Your Settings

   • Click Save, and your Icebreakers are now live!