Two-way conversations
Learn how Pulse uses WhatsApp's two-way messaging to create interactive customer conversations and more targeted follow-ups.
April 20, 2026
WhatsApp is different from Email and Push in one important way: it's genuinely a two-way channel. A customer doesn't just receive a message and passively read it, they can reply, tap a button, or take an action, right inside the chat. This article covers how that works in Pulse.
Why this matters
Email and Push are, for the most part, one-way broadcasts, you send a message, and the customer reads it (or doesn't). WhatsApp works more like an actual conversation.
This changes what's possible: instead of just hoping someone clicks through to your website, you can let them act directly inside the chat itself, which removes friction and tends to get a faster response.
Order confirmation, with real actions built in
The clearest example of this is order confirmation. The moment an order is placed, a WhatsApp message goes out with the order details and two clear options, right there as tappable buttons inside the message.
A customer can confirm or cancel their order with a single tap, no typing, no clicking through to a website, no waiting on hold with customer support.
This matters especially for stores dealing with cash-on-delivery orders, where a quick confirmation step can meaningfully cut down on failed deliveries and wasted courier trips, since you know the customer actually still wants the order before it ships.
What happens after a customer replies
Every reply a customer sends is automatically tracked, nothing gets missed just because it came in in the middle of a broadcast to thousands of people.
Once someone replies or engages, they can be automatically grouped into their own segment (an "Engaged" segment, for example), separate from customers who never responded at all.
This distinction matters because it lets you treat these two groups differently going forward. Someone who replied and showed real interest can receive a more targeted follow-up message, rather than being lumped in with everyone else and sent the exact same generic broadcast next time.
Seeing the full picture, not just sends
Because WhatsApp is conversational, Pulse tracks more than just whether a message was sent. You can see the complete path a message takes, from Sent, to Delivered, to Read, to Replied, giving you a much clearer picture of real engagement than a simple "message sent" count would.
A practical way to use this
If you're only using WhatsApp for one-way broadcasts today, the biggest opportunity is turning on order confirmation with tap-to-respond buttons first, since it's the clearest, lowest-friction use of WhatsApp's two-way nature.
From there, look at who's replying to your other messages and consider building a segment specifically for engaged customers, so your best, most responsive audience gets treated differently from the rest of your list.