What happens after a customer selects a chatbot button?

After a customer selects a chatbot button, the conversation appears in the Inbox. From the Inbox, your team can use the Save Lead option to save that customer as a lead.

Does SwiftMaze CRM support quick reply buttons and template buttons?

Yes. SwiftMaze CRM supports both quick reply buttons and template buttons. Quick reply buttons are useful for live chatbot replies, while template buttons are useful for approved WhatsApp template messages, campaigns, reminders, and follow-ups.

Written by swiftmazetech• June 13, 2026• 1:25 pm• WhatsApp CRM • One Comment • Views: [tptn_views]

How to Use WhatsApp Chatbot Buttons for Lead Capture in SwiftMaze CRM

Q: What is handoff in SwiftMaze CRM?

Handoff moves the chat from the bot to a human team member. This is useful when the bot cannot answer or when the customer wants to talk to your team.

Q: How can I check if my chatbot is working?

You can check Execution Logs in SwiftMaze CRM. Logs show the customer phone number, action, result, and matched rule.

how to use whatsapp chatbot buttons swiftmaze crm

WhatsApp chatbot buttons help your business capture leads faster from WhatsApp. Instead of asking customers to type long messages, you can show simple options like:

Website Development
Digital Marketing
IT Training
AI Agent
App Development
Software Development

When the customer selects an option, SwiftMaze WhatsApp CRM can send the right reply, collect the customer requirement, and move the chat to your team if needed. This saves time and helps your team handle more WhatsApp leads from one dashboard. In this guide, we will learn how to create and manage WhatsApp chatbot buttons in SwiftMaze CRM step by step.

Quick Answer

WhatsApp chatbot buttons are clickable options inside a WhatsApp chat. In SwiftMaze CRM, you can create chatbot flows, add rules, set interactive replies, show service options, collect customer needs, and hand over the chat to your inbox when human support is needed.

Table of Contents

What Are WhatsApp Chatbot Buttons?

WhatsApp chatbot buttons are simple clickable options shown inside a WhatsApp message.

For example:

Hello,

Welcome to SwiftMaze Tech Private Limited.

Thank you for contacting us. We help businesses with digital solutions and growth services.

Please select the service you are interested in from the options below.

Button:

Choose Service

After clicking the button, the customer can see service options like:

Website Development
Digital Marketing
IT Training
AI Agent
App Development
Software Development

This makes the chat simple for the customer. They do not need to type a long message. They can select the right option and your team can understand their need faster. In SwiftMaze CRM, businesses can use both quick reply buttons and template buttons. Quick reply buttons are useful for live chatbot replies. They help customers choose an option during the chat. Template buttons are useful inside approved WhatsApp template messages. They are helpful for campaigns, follow-ups, reminders, and business updates.

Why Use WhatsApp Chatbot Buttons for Lead Capture?

Many businesses get WhatsApp messages every day.

Customers ask about price, demo, service details, support, booking, or consultation.

If your team replies late, the lead may go cold.

Chatbot buttons help you reply instantly.

They help you:

Welcome new customers
Ask what service they need
Show clear options
Collect lead details
Send the right reply
Move the chat to the inbox
Save sales team time
Reduce repeated manual replies
Track chatbot activity from logs

Who Can Use This Feature?

WhatsApp chatbot buttons are useful for:

IT companies
Digital marketing agencies
Training institutes
Real estate businesses
Clinics
Coaching classes
Ecommerce stores
Local service businesses
SaaS companies
Customer support teams
Sales teams

If your business gets repeated WhatsApp questions, this feature can help.

How to Open SwiftMaze WhatsApp CRM

Step 1: Visit the SwiftMaze WhatsApp CRM Page

First, open the SwiftMaze WhatsApp CRM product page:

https://www.swiftmazetech.com/products/whatsapp-crm/

On this page, you can learn about SwiftMaze WhatsApp CRM features like inbox, chatbot, campaigns, templates, leads, reports, and automation.

Step 2: Click on Get Started

Click on the Get Started button.

This will take you to the CRM app.

Step 3: Register or Login

If you are a new user, fill out the registration form.

If you already have an account, login with your email and password.

After login, your SwiftMaze CRM dashboard will open.

Step 4: Open the Dashboard

After login, you will see the main dashboard.

On the left side, you will see the navigation menu.

For this guide, click on Chatbot.

Understanding the Chatbot Menu in SwiftMaze CRM

Inside the Chatbot menu, you will see four main options:

Flows
Rules
Settings
Execution Logs

Let us understand each one in simple words.

1. Flows

Flows are the main chatbot groups.

A flow can have many rules inside it.

For example:

Flow Name: SwiftMaze Main Service
Description: New customer service selection and lead intake

This means the flow is used to welcome new customers, show services, and collect their interest.

2. Rules

Rules decide what the chatbot should send when a customer sends a message.

For example:

When a customer sends “hi”, the chatbot can show the welcome menu.

For a message like “pricing”, the chatbot can send a pricing reply.

After the customer selects “Digital Marketing”, the chatbot can send a digital marketing reply.

3. Settings

Settings control the main chatbot behavior.

Here you can enable or disable:

Chatbot
Handoff
Business hours

You can also set timezone and working hours.

4. Execution Logs

Execution Logs show what happened when a customer message came in.

You can check:

Time
Integration
Phone number
Action
Result
Rule used

This helps you see if the chatbot is working properly.

Step-by-Step Guide to Create WhatsApp Chatbot Buttons in SwiftMaze CRM

How to Create a Chatbot Flows

Step 1: Open Flows

After clicked on chatbot you will see flows so click on Flows. Here you can see your chatbot flows.

You may see an existing flow according you generated before.

You can also see details like:

Integration
Status
Rules
Published
Updated
Actions

If the flow is live, the status will show Published.

Step 2: Create a New Flow

Click on Create Flow.

A popup will open.

You will see fields like:

Integration
Flow Name
Description

Step 3: Select Integration

In the Integration field, select your WhatsApp integration.

Example:

WhatsApp – SwiftMaze Tech Private Limited

This tells the system which WhatsApp account should use this chatbot flow.

Step 4: Add Flow Name

Add a simple flow name.

Example:

New Lead Capture Flow

Other examples:

Welcome Automation
Service Enquiry Flow
Pricing Enquiry Flow
Demo Booking Flow
Support Flow
Main Service Intake Flow

Use a clear name so your team can understand the flow later.

Step 5: Add Description

Add a short description.

Example: This flow welcomes new customers, shows service options, and captures lead interest.

Step 6: Click Create Flow

After adding details, click on Create Flow. Now your chatbot flow is created.

Next, you need to create rules inside this flow.

Important note about lead saving

When a customer selects a chatbot option, the chat appears in the Inbox. From the Inbox, your team can click the Save Lead option and save that customer as a lead.

This helps your team keep important WhatsApp enquiries in the Leads section for follow-up.

How to Create a Chatbot Rule

Step 1: Go to Rules

Inside Chatbot, click on Rules.

Then click on create rule or add rule.

The Create Chatbot Rule page will open.

Step 2: Add Rule Name

In the Rule Name field, add a clear name.

Example:

Welcome Main Menu

Other examples:

Pricing Reply
Demo Booking Reply
Support Handoff
Website Development Reply
Digital Marketing Reply
Invalid Input Fallback

Step 3: Select Rule Type

You will see rule types like:

Welcome
Keyword
Fallback
Business Hours
Handoff

Choose the rule type based on your need.

Watch this SwiftMaze WhatsApp CRM chatbot tutorial to see how auto replies, rules, flows, and keyword automation work inside the dashboard.

https://youtu.be/pMKl5Ejp2Gc

What Each Rule Type Means

Welcome

Use this when you want to send the first message to a new customer.

Example:

Customer sends hi.

Bot sends welcome message with service options.

Keyword

Use this when you want the bot to reply based on customer words.

Example:

Customer sends pricing.

Bot sends pricing related reply.

Fallback

Use this when the bot does not understand the customer message.

Example:

Customer sends something that does not match any rule.

Bot sends:

Sorry, I could not understand that. Please choose one option from the menu.

Business Hours

Use this to control replies based on your working hours.

Example:

If customer messages after office time, bot can say:

Our team is offline right now. We will reply during business hours.

Handoff

Use this when the chatbot should move the chat to a human team member.

Example:

Customer selects Talk to Sales.

The chat can be moved to the inbox for manual reply.

Step 4: Set Priority

Priority decides which rule should run first.

A lower or higher number may be used based on your system rule order.

In your dashboard, examples show priority like 10 or 100.

Use priority carefully.

For example:

Welcome rule can have high priority.

Fallback rule should usually run after other rules.

Step 5: Add Description

Add a short note about the rule.

Example:

Primary service selection menu

This helps your team understand the rule later.

How to Add Interactive Chatbot Buttons or List Options

In SwiftMaze CRM, you can create an interactive reply.

This can show a button like Choose Service and then show a list of service options.

Step 1: Select Response Type

In the rule page, find Response Type.

Select: Interactive

This is used when you want to show clickable options instead of only text.

Step 2: Add Interactive Message Text

Write the main message that the customer will see.

Example:

Hello

Welcome to SwiftMaze Tech Private Limited.

Thank you for contacting us. We help businesses with digital solutions and growth services.

Please select the service you are interested in from the options below.

Keep this message short and clear.

Step 3: Choose Interactive Type

In Interactive Reply Settings, select the interactive type.

Example: List Selection

This means the customer can click a button and then choose from a list.

Step 4: Add Button Text

Add button text.

Example: Choose Service

This is the button the customer will tap.

Keep button text short.

Good button text examples:

Choose Service
Select Option
Get Details
Book Demo
Talk to Team
Need Support

Step 5: Add Footer Text

Footer text is optional.

Example: Choose the best matching service

This appears below the message or near the interactive option.

Step 6: Add Header Text

Header text is optional.

Example: SwiftMaze Support

This helps make the message look more clear.

Step 7: Add Section Title

Add a section title for your list.

Example: Main Services

This tells the customer what the list is about.

Step 8: Add List Rows

Now add the list rows.

Each row should have:

Option name
Option value or ID
Short description

Example list rows:

Website Development

Row 1
Option name: Website Development
Value: website_development
Description: Business, ecommerce, custom websites

Digital Marketing

Row 2
Option name: Digital Marketing
Value: digital_marketing
Description: SEO, Meta Ads, Google Ads

IT Training

Row 3
Option name: IT Training
Value: it_training
Description: Courses, internship, job-oriented training

AI Agent

Row 4
Option name: AI Agent
Value: ai_agent
Description: Automation and AI workflow setup

App Development

Row 5
Option name: App Development
Value: app_development
Description: Android, iOS, cross-platform

Software Development

Row 6
Option name: Software Development
Value: software_development
Description: CRM, ERP, custom systems

Step 9: Check the WhatsApp Live Preview

On the right side, you can see WhatsApp Live Preview.

This preview shows how your message will look to the customer.

Check:

Main message
Button text
List options
Descriptions
Spelling
Flow clarity

If the preview looks good, save the rule.

Step 10: Create Draft or Create and Publish

At the bottom, you may see options like:

Cancel
Create Draft
Create and Publish

If you want to test later, click Create Draft.

If you are ready to make it live, click Create and Publish.

How to Use Keywords in Chatbot Rules

Keywords tell the bot when to send a reply. In the rule page, you can add keywords like:

contains: pricing
exact: hi

This means:

If the customer message contains “pricing”, the rule can run.
If the customer message is exactly “hi”, the rule can run.

Keyword Examples for Lead Capture

Use these keywords:

hello
price
pricing
demo
interested
website
digital marketing
app
crm
support
course
training
ai agent
hi

Simple Keyword Tips

Use simple customer words. Do not add only technical words.

Customers may type:

price
details
demo
call
service
support

So your keywords should match real customer language.

Important Rule Options

On the rule page, you may see options like:

One time per conversation
Stop after match
Handoff to inbox

Let us understand them.

One Time Per Conversation

Use this if you want the rule to run only once in one customer chat.

Example: Welcome message should not repeat again and again.

Stop After Match

Use this when you want the system to stop checking other rules after one rule is matched.

This helps avoid sending multiple bot replies for the same message.

Handoff to Inbox

Use this when the chatbot should move the conversation to a human team.

Example: Customer selects Talk to Sales.

Now your sales team should reply from the inbox.

How to Set Chatbot Settings

Before making your chatbot live, check the Settings section.

Step 1: Open Chatbot Settings

Go to: Chatbot > Settings

Here you will see options like:

Enable chatbot
Enable handoff
Enable business hours
Timezone
Business Hours Builder

Step 2: Enable Chatbot

Turn on Enable chatbot.

This allows the chatbot to send automatic replies for this integration.

If this is off, your chatbot rules may not run.

Step 3: Enable Handoff

Turn on Enable handoff.

This helps move the conversation to the inbox when the bot cannot handle it or when customer needs human help.

Step 4: Enable Business Hours

Turn on Enable business hours if you want chatbot availability based on office timing.

This is useful when your team works only during fixed hours.

Step 5: Set Timezone

Choose the correct timezone.

For India, use:

Asia/Kolkata

Step 6: Set Business Hours

Use the Business Hours Builder to set working days and time.

Example:

Monday: 09:00 am to 06:00 pm
Tuesday: 09:00 am to 06:00 pm
Wednesday: 09:00 am to 06:00 pm
Thursday: 09:00 am to 06:00 pm
Friday: 09:00 am to 06:00 pm
Saturday: 10:00 am to 02:00 pm
Sunday: 10:00 am to 02:00 pm

You can turn days on or off based on your business.

Step 7: Save Settings

After setting everything, click Save Settings.

How to Check Chatbot Execution Logs

Execution Logs help you understand if your chatbot is working properly.

Step 1: Open Execution Logs

Go to:

Chatbot > Execution Logs

Here you can see chatbot activity.

Step 2: Use Search and Filters

You can search by:

Phone
Rule
Flow
Integration
Keyword

You can also filter by:

Result
Action
Rows

Step 3: Check the Log Table

The log table can show:

Time
Integration
Phone
Action
Result
Rule
View action

Example:

Action: Handoff
Result: Success
Rule: Fallback Invalid Input

This means the chatbot moved the conversation to handoff successfully.

Step 4: Use Logs to Improve Chatbot

When many customers go to fallback, your chatbot may need better keywords.

A high number of handoffs can mean your bot needs clearer options.

For a rule that is not running, check:

Keywords
Rule type
Flow status
Published status
Chatbot settings
Business hours

Best WhatsApp Chatbot Button Examples for Lead Capture

Example 1: IT Service Company

Message:

Hello

Welcome to SwiftMaze Tech Private Limited.

Please choose the service you need.

Button:

Choose Service

Options:

Website Development
Digital Marketing
App Development
Software Development
AI Agent
IT Training

Best for:

IT companies, agencies, software companies, service providers.

Example 2: Digital Marketing Lead

Message for digital marketing:

Thanks for your interest in our digital marketing service.

Which service do you need?

Options:

SEO
Google Ads
Meta Ads
Full Marketing Plan

Next reply:

Please share your business website and city. Our team will check and guide you.

Example 3: Demo Booking Lead

Message:

Do you want to book a demo?

Options:

Book Today
Book Tomorrow
Talk to Team

Next reply:

Please share your name and preferred time. Our team will contact you.

Example 4: Support Flow

Message:

How can we help you?

Options:

Login Issue
Campaign Issue
Template Issue
Talk to Support

Next reply:

Please share your issue in short. Our support team will check and reply.

Example 5: Training Enquiry

Message:

Which training details do you need?

Options:

Digital Marketing
Web Design
App Development
AI Automation

Next reply:

Please share your name, city, and preferred course. Our team will guide you.

Best Practices for WhatsApp Chatbot Buttons

1. Keep the First Message Short

Do not write a very long message.

Customers should quickly understand what to do.

2. Use Simple Button Text

Good examples:

Choose Service
Book Demo
Get Price
Talk to Team
Need Support

Avoid long text.

3. Add Only Useful Options

Do not add too many options.

Start with your main services.

4. Use Human Handoff

Always give customers a way to reach your team.

Bots are helpful, but some customers need human support.

5. Test the Preview

Always check WhatsApp Live Preview before publishing.

6. Check Logs After Publishing

After going live, check Execution Logs.

This helps you find problems and improve the chatbot.

7. Keep Keywords Natural

Use words that real customers type.

Example:

price
demo
help
support
details
service
call

8. Update Your Flow Regularly

Your services, offers, and team process may change.

So review your chatbot every few weeks.

Common Mistakes to Avoid

Mistake 1: Creating Flow but Not Publishing It

If the flow is not published, it may not work for customers.

Always check flow status.

Mistake 2: Chatbot Setting Is Off

If Enable Chatbot is off, rules may not run.

Check Settings before testing.

Mistake 3: Wrong Keywords

If your keywords do not match customer messages, the chatbot will not reply properly.

Use simple keywords.

Mistake 4: No Fallback Rule

Always create a fallback rule.

If the bot does not understand the message, fallback helps guide the customer.

Mistake 5: No Handoff Option

If the bot cannot solve the issue, the customer should reach your team.

Enable handoff and use handoff to inbox where needed.

Mistake 6: No Business Hours Setup

If your team is offline, customers should know when they will get a reply.

Use business hours for better customer experience.

Mistake 7: Not Checking Execution Logs

Logs show what is working and what is not.

Check logs after publishing.

Want to see the full SwiftMaze WhatsApp CRM system? Watch the complete demo here.

https://youtu.be/Y7hgaeAUjhs

Final Words

WhatsApp chatbot buttons make lead capture simple. Chatbot buttons help customers choose the right service. Your team can understand the customer need faster. This also reduces repeated manual replies. With SwiftMaze WhatsApp CRM, you can create flows, add rules, set interactive replies, enable handoff, set business hours, and check execution logs from one dashboard.

Start with a simple welcome flow.
Show your main services.
Add clear button options.
Enable handoff.
Test the chatbot.
Check logs.
Then improve the flow based on real customer replies.
This simple setup can help your business reply faster, capture more leads, and manage WhatsApp enquiries in a better way.

FAQs

1. What are WhatsApp chatbot buttons?

WhatsApp chatbot buttons are clickable options inside a WhatsApp message. They help customers choose what they need without typing a long reply.

2. Can I create chatbot buttons in SwiftMaze CRM?

Yes. In SwiftMaze CRM, you can create chatbot flows and rules with interactive replies like list selection and service options.

3. What is a chatbot flow in SwiftMaze CRM?

A chatbot flow is a group of chatbot rules. It controls how the bot replies to customer messages for one WhatsApp integration.

4. What is a chatbot rule?

A chatbot rule tells the bot what to do when a customer sends a message or selects an option.

5. What is the use of keywords in chatbot rules?

Keywords help the bot understand when to send a reply. For example, if the customer sends “pricing”, the bot can send a pricing reply.

6. What is handoff in SwiftMaze CRM?

Handoff moves the chat from bot to human team. This is useful when the bot cannot answer or when the customer wants to talk to your team.

7. Why should I use business hours in chatbot settings?

Business hours help you control when the chatbot and team support should be active. It also helps customers know when they can expect a reply.

8. How can I check if my chatbot is working?

You can check Execution Logs. Logs show the customer phone number, action, result, and matched rule.

9. Should I use fallback rules?

Yes. A fallback rule helps when the bot does not understand the customer message. It can guide the customer back to the main menu or move the chat to your team.

10. What is the best first chatbot menu for lead capture?

A good first menu can show your main services. For example: Website Development, Digital Marketing, IT Training, AI Agent, App Development, and Software Development.