WhatsApp Auto Reply: How to Set Up Automated Messages on WhatsApp
Most companies can’t have a support agent on WhatsApp 24/7. Even with agents on rotation, some messages will still face delays. When customers are left waiting, they may get frustrated or look elsewhere for answers. And that’s a recipe for losing clients and missed opportunities.
Thankfully, WhatsApp auto-reply lets you stay responsive, even when no one is available. It instantly acknowledges messages, sets expectations, and provides helpful information. Instead of making customers wait, you give them quick answers.
In this guide, we’ll show you how to set up WhatsApp auto-reply, why it matters, and how it helps you and your customers. Let’s dive in
What is WhatsApp auto-reply?
WhatsApp auto-reply lets you send automated responses when customers message your business. These can be set up to provide an instant welcome message when someone messages you for the first time or to send an away message when someone reaches out to you during your off hours.
Why WhatsApp auto-reply matters
Auto-reply is a simple but useful feature. When messages pile up, it’s easy for customers to feel ignored. Automated responses are a guarantee that every message gets acknowledged immediately.
For businesses
Instead of responding to every message manually, your team can focus on more valuable conversations. Auto-reply helps you maintain a professional image because your customers always get a response, 24/7.
For customers
Auto-replies are beneficial for customers too, as they provide clarity. They know their message was received, what to expect next, and where to find quick answers. This reduces frustration and keeps them engaged, even if they have to wait for a detailed response.
Limitations of auto-reply for WhatsApp Business
Auto-replies do have some limitations, especially if you’re handling complex B2B sales and support operations over WhatsApp.
The WhatsApp Business app only offers basic auto-reply options. You can set up greeting messages and away messages, but they don’t adapt to different customer needs. Every customer gets the same response, which isn’t ideal if you manage multiple sales inquiries or support requests at scale.
Auto-replies on the WhatsApp Business app also can’t handle detailed conversations. If a prospect asks follow-up questions or needs specific product details, they’ll still have to wait for a team member. This can slow down the sales process, especially when dealing with high-value leads who expect quick, tailored responses.
If you need more advanced automation, like routing leads based on industry, region, or product interest, basic automatic replies alone won’t be enough.
How to set up WhatsApp auto reply on the WhatsApp Business app
On the Business app, click Tools, the icon in the bottom right corner. Scroll down and you’ll find the section named “Organize your chats.” Here you can create greeting messages and away messages.
You can choose when to send away messages, i.e. always, at a specific time or outside of business hours. For greeting messages, you have the option to choose who to send the message to - to everyone, everyone not in your address book, everyone except… or you choose specific contacts.
When setting up greeting messages, it’s important to keep them short and friendly. A simple “Hi! Thanks for reaching out. How can we help?” is enough to make a good first impression. Let customers know what to expect, especially if response times vary. If you’re using the WhatsApp Business API, you can personalize the message with the customer’s name to make it feel less automated.
Away messages should clearly state when you’ll be available. Instead of a vague response, give a specific timeframe, like “We’re currently offline but will get back to you at [time].” If you have a help center or FAQ page, include a link so customers can find answers on their own. Keep the tone conversational to maintain engagement, even when you’re not available.
How WhatsApp API lets you create full bot flows with automated messages
Basic auto-reply messages are a helpful feature, but what if you need more than simple instant greetings and away messages? What if you need to automate entire conversations? For that, you need chatbots and/or use automated workflows. This is possible only with the WhatsApp Business API.
The API allows you to:
- Use a WhatsApp team inbox where agents can collaborate
- Create chatbot flows for lead qualification, conversation assignments, etc.
- Integrate WhatsApp with a CRM and automate workflows
Chatbots can help with lead qualification and routing. Bots can ask predefined questions to understand a prospect’s intent and automatically assign the conversation to the right sales rep. If the inquiry is about support, the bot can guide the customer through troubleshooting steps before escalating the issue to an agent if needed.
If you integrate your CRM with WhatsApp, you have all the data you need to set up a chatbot that can recognize every customer who sends you a message and personalize the responses. It can address them by their name, reference past conversations, or suggest relevant products or services based on their previous interactions.
Beyond handling inquiries, WhatsApp chatbots can automate transactions. Customers can place orders, schedule appointments, or make payments without leaving the chat. This reduces friction in the buying process and speeds up decision-making.
Final Thoughts
WhatsApp auto-replies help you stay responsive, reduce missed opportunities, and improve customer experience. Whether you’re using the WhatsApp Business app for simple replies or the API for advanced automation, setting up the right messages ensures customers get timely and helpful responses.
To get the most out of WhatsApp auto-replies, optimize your setup. Enable greeting messages for first-time contacts, and away messages for after-hours. If you’re using the WhatsApp Business API, set up chatbot flows for more advanced automation. It gives you the flexibility to handle inquiries, qualify leads, and provide a smooth customer experience without increasing your team’s workload.
Ready to scale your WhatsApp communication? Book a call now and together we can explore message automation suitable for your business!
Frequently Asked Questions
Miodrag brings over 15 years of hands-on experience in content writing and marketing, with a talent for making even the trickiest topics clear and interesting. His passion lies in guiding businesses to effectively utilize WhatsApp to build stronger customer relationships and drive results. With an eye for detail and a heart for storytelling, he’s here to show how effective WhatsApp communication can boost sales and enhance customer engagement.
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