WhatsApp auto reply messages: how to set them up, with samples

Where to find auto replies

Open the WhatsApp Business app, go to Settings and look for Business tools. That is where you will find the greeting message, the away message and quick replies. Meta moves menus around from time to time, so if you can't see them, search for "business tools" inside Settings.

Standard WhatsApp (the personal app) has no auto reply. If you need one, switch that number to WhatsApp Business: it's free and your chats come with you.

Greeting message samples

• "Hi, thanks for getting in touch with Hughes Plumbing. Tell us what the job is and, if you can, send a photo or two. We'll get back to you today."
• "Hi, it's Sarah from the clinic. Let me know what you need and I'll tell you when we have a slot."
• "Hello! For orders, tell us the product and your postcode and we'll confirm the delivery date."

What works: say who you are, ask for what you need to know and say when you'll reply. What doesn't: "Thank you for contacting us. Your message is important to us."

Away message samples

• "We're closed right now. We open tomorrow at 9am and will reply first thing. If it's urgent, please call 020 0000 0000."
• "I'm on a job and can't check my phone. I'll reply by 6pm today."
• "We're away until Monday the 2nd. Leave your question here and we'll message you that day."

You can send the away message outside your opening hours only, always, or on a schedule you set. Keep it to one or two lines and always say when the customer will hear from you.

Quick reply samples

Quick replies are sent by typing a forward slash and a shortcut (for example /price). A few useful ones:

• /price: "A consultation is £40 and lasts 45 minutes. Would mornings or afternoons suit you better?"
• /where: "We're at 12 High Street. There's a car park 50 metres away."
• /quote: "To give you a price I need rough measurements and a photo. Could you send them over?"

Always change the name and the detail before you send one. Customers can tell a pasted reply from a real one.

When auto replies stop being enough

WhatsApp Business auto replies always say the same thing. They're good for confirming you got the message, but they don't answer the customer's question, they don't follow up and they don't know who is interested. If chats pile up unanswered every day, the next step is an AI that reads each message and answers what was actually asked. We explain the options in AI replies for WhatsApp, and what an agent adds over the app in MultiChats vs WhatsApp Business.

Frequently asked questions