WhatsApp Ice Breakers and Commands help you create a more interactive and user-friendly messaging experience. These features allow customers to quickly start conversations and access specific actions inside your chat.
You can configure both inside:
Integrations → WhatsApp → Conversational Components
Ice Breakers are customizable, tappable text options that appear when a user opens a chat with your business for the first time.
They help customers start conversations instantly without typing.
You can add up to 4 Ice Breakers.
Ice Breakers:
Reduce friction in starting a chat
Guide users toward key services
Improve engagement and response rate
Increase lead conversion
Here are practical examples:
📦 View Pricing
📅 Book Appointment
🛒 Browse Products
💬 Talk to Sales
🚚 Track My Order
📍 Find Our Location
When tapped, these messages are automatically sent as the user's first message.
Go to Integrations
Select WhatsApp
Click Conversational Components
Under Ice Breakers, click Add Ice Breaker
Enter your text (short and action-focused)
Click Save
✔ Keep them short (2–4 words)
✔ Use action-based language
✔ Align with your most common inquiries
✔ Connect them to automation rules
For best results, create automation rules that respond to these ice breaker keywords.
Commands are slash-based shortcuts users can access by typing a forward slash / in your chat.
You can add up to 30 Commands.
Example:
If a user types /, they’ll see available commands.
Commands are useful for:
Power users
Returning customers
Fast navigation
Structured support flows
They create a menu-like experience inside WhatsApp.
Here are useful command ideas:
/pricing
/book
/order
/support
/faq
/cancel
/agent
When selected, the command message is automatically sent to your system.
Go to Integrations
Select WhatsApp
Click Conversational Components
Under Commands, click Add Command
Enter command name and description
Click Save
Commands work best when connected to automation rules.
Example:
Trigger:
Incoming Message equals /pricing
Action:
Send WhatsApp message with pricing details
Add “Pricing Interest” tag
Assign to sales team
Feature | Ice Breakers | Commands |
Visible automatically | Yes (first chat only) | No (requires typing |
Max allowed | 4 | 30 |
Best for | New users | Returning or advanced users |
Setup location | Conversational Components | Conversational Components |
✔ Use Ice Breakers for lead capture
✔ Use Commands for structured support
✔ Keep naming consistent
✔ Combine with automation flows
✔ Review performance monthly
Before going live:
Ice Breakers added (max 4)
Commands added (as needed)
Automation rules created to handle each
Saved configuration
