Designing WhatsApp Menus That Do Not Confuse Or Overwhelm Users

Menus are often the first interactive element a user sees in your automation. If the menu is confusing or crowded, many people give up immediately. A good menu feels obvious and easy.

Person scrolling options on mobile — The best menu is one the user understands in a single glance.

1. Limit The Number Of Options

Three to five options are usually enough. If you have more, group them into categories. For example, instead of listing all services, offer a category like Explore services and put detailed choices inside a second level menu.

2. Use Simple, Action Oriented Labels

Menu labels should describe what the user can do, not your internal terminology. Compare these:

Good: Book an appointment
Weak: Appointment processing module

3. Use Numbers Or Buttons Consistently

If you show a numbered list, clearly say Reply with 1, 2, or 3. If you use interactive buttons, make sure they contain short text that fits nicely in the chat interface.

Designer sketching menu layout — Sketch menus on paper and test them with real people before building them in your flow builder.

4. Add A Human Option In Every Important Menu

Some users will not find what they need in automation. Offer a way to talk to a person, especially in menus that deal with support, billing, or high value decisions.

5. Avoid Nested Menus That Go Too Deep

If users have to go through three or four levels of options, the experience becomes heavy. Use menus to narrow down intent, then move to more conversational questions.

6. Test Menus In Real Conditions

Check menus on small screens and with different font sizes. Ask a few people who are not part of your company to try the flows and explain what they think each option means. Adjust wording based on their feedback.