Triggered replies versus outgoing messages
Triggered replies go out when someone messages you: the greeting, the away message. They're built into the WhatsApp Business app and we cover them, with samples, in WhatsApp auto reply.
Outgoing messages start with you: the appointment reminder, the second message to someone who went quiet, the note that an order has shipped. The Business app has nothing built in for these.
Option 1: your own phone
On iPhone, the Shortcuts app can run a personal automation that opens WhatsApp with a message at a set time. On Android, some third-party apps schedule messages. That's fine for the odd reminder; it isn't for dozens of customers, and depending on the method the phone may need to be on and unlocked.
Option 2: the official API through a platform
This is the route for messages in volume: order confirmations, appointment reminders, delivery updates. Every message you start has to be a Meta-approved template, and Meta charges per template message by category. If you handle hundreds of bookings a day through a booking system, it's the right tool. More in our guide to the WhatsApp Business API.
Option 3: an AI agent that knows when to write
Some messages can't be scheduled in advance because they depend on the conversation: "I'll think about it and let you know on Thursday", "send me the quote and I'll talk it over at home". An AI agent such as MultiChats reads what was said and writes when it's due: after two days to someone who didn't reply, after four (or on the day they mentioned) to someone thinking it over. Once, with a short line and an easy way out; if there's still no answer, it leaves them alone. Examples in WhatsApp follow-up messages.
Which tool for which message
- "Thanks, we'll reply soon": greeting message in the Business app.
- "We're closed until 9am": away message in the Business app.
- A one-off reminder to yourself or a client: phone shortcut.
- Thousands of order or booking notifications: the API with utility templates.
- A follow-up that depends on what was said: an AI agent.
A word on volume
Frequently asked questions
Can I schedule a WhatsApp message?
Not from the app itself. You can with phone shortcuts, third-party apps or tools connected to WhatsApp.
How do I send automatic appointment reminders?
With lots of bookings and a booking system, the usual route is the official API with utility templates. With fewer, an agent like MultiChats can remind people of appointments agreed on WhatsApp.
Can automated messages be personalised?
Yes. API templates insert names and details; an AI agent writes each message for that conversation.
Are automated messages free?
The greeting and away messages in the Business app are free. API template messages are charged by Meta, and tools have their own fees.