Support Dynamic URL Buttons in WhatsApp Templates via Channel API

Description:

Front’s Channel API does not currently support WhatsApp templates that include dynamic URL buttons (buttons with a variable URL parameter). When such a template is sent, the API cannot match the template and the send fails. Only static button types (Quick Reply, Phone Number, Static URL, Flow) are supported, and even then, buttons are not rendered in the Front UI—they are only visible to the recipient in WhatsApp.

Technical Limitation:

• Dynamic URL buttons (e.g., {{1}} in the button URL) are not supported via the Channel API.

• When a template with a dynamic URL button is sent, the template cannot be matched and the message fails to send.

• Other button types are supported but not rendered in the Front UI.

Customer Impact:

• Customers cannot use dynamic URL buttons to send personalized links (such as vacancy-specific assessment links) directly in WhatsApp templates, which is a common workflow for recruitment and other use cases.

• This limitation forces customers to use less efficient workarounds, increasing workflow complexity and reducing automation.

Workarounds:

• Place the unique link in the template body using a variable, which is Meta-compliant and supported by Front, but does not provide the button experience.

• Use Quick Reply buttons to trigger a webhook or rule in Front, which then sends the correct link in a follow-up message. This approach is supported but adds complexity and requires multiple steps.