WhatsApp Auto-Reply Setup Guide 2026
Complete guide to setting up automated replies on WhatsApp Business. Quick replies, away messages, greeting messages & smart automation.
WhatsApp auto-replies help you respond to customers instantly, even when you're busy or offline. This comprehensive guide covers everything you need to know about setting up automated responses, from basic away messages to intelligent AI-powered replies that can handle complex customer queries automatically.
Table of Contents
What Are WhatsApp Auto-Replies?
WhatsApp auto-replies are pre-configured automated responses that are sent to customers when they message your business. These can range from simple acknowledgment messages to sophisticated AI-powered conversational responses.
82%
Customer satisfaction with instant responses
60%
Reduction in response time
45%
Decrease in support workload
Why Auto-Replies Matter
- 24/7 Availability: Respond to customers instantly, even outside business hours
- Improved Customer Experience: Set expectations and acknowledge customer messages immediately
- Reduced Support Workload: Handle common queries automatically without human intervention
- Faster Response Times: Eliminate wait times for initial acknowledgment
- Professionalism: Consistent, professional responses every time
- Lead Capture: Engage potential customers immediately before they lose interest
Types of WhatsApp Auto-Replies
1
Quick Replies
Pre-saved messages that can be sent with keyboard shortcuts. Perfect for frequently asked questions and common responses.
- Instantly accessible with "/" or keyword triggers
- Customizable message library
- Great for FAQs, pricing info, and standard responses
- Available on WhatsApp Business App
2
Away Messages
Automatic responses sent when you're unavailable. Lets customers know when to expect a reply.
- Scheduled based on business hours
- Custom messages for different time periods
- Includes expected response time
- Can be triggered manually or automatically
3
Greeting Messages
Welcome messages sent to new customers who message you for the first time (within the last 14 days).
- Make a great first impression
- Introduce your business and services
- Set response expectations
- Provide helpful resources or menu options
4
Smart Auto-Replies (API)
Advanced automated responses using WhatsApp Business API with keyword detection and AI.
- Keyword-triggered responses
- AI-powered natural language understanding
- Dynamic personalized content
- Integration with CRM and databases
- Multi-level conversation flows
Setting Up Quick Replies on WhatsApp Business
WhatsApp Business App (Free)
1
Access Quick Replies
- Open WhatsApp Business App
- Tap the three dots (⋮) in the top right
- Go to Business tools
- Select Quick replies
2
Create Your First Quick Reply
- Tap the + button
- Enter a shortcut (e.g., "/hours", "/pricing", "/support")
- Type your message (up to 1,024 characters)
- Tap Save
💡 Pro Tip: Shortcut Naming Conventions
Use clear, memorable shortcuts that your team can easily remember:
/hello- Greeting message/hours- Business hours/price- Pricing information/shipping- Shipping details/return- Return policy/thanks- Thank you message
Using Quick Replies in Conversations
To use a quick reply during a conversation:
- Type
/in the message field - Start typing your shortcut or browse the list
- Tap the quick reply to insert it
- Edit if needed and send
Away Messages Configuration
Setting Up Away Messages
1
Enable Away Messages
- Open WhatsApp Business
- Tap three dots (⋮) > Business tools
- Select Away message
- Toggle Send away message to ON
2
Compose Your Message
Write a clear, helpful away message that includes:
- Acknowledgment of their message
- When you'll be available
- Expected response time
- Alternative contact methods if urgent
3
Configure Schedule
Choose when to send away messages:
- Always send: Away message sent to all messages
- Custom schedule: Set specific hours and days
- Outside business hours: Automatically outside your business hours
4
Set Recipients
Choose who receives away messages:
- Everyone: All customers who message you
- Everyone not in contacts: Only new/unknown contacts
- Everyone except contacts: Exclude saved contacts
Example Away Message:
Thanks for contacting [Business Name]! 👋
We've received your message and will respond within 24 hours during business hours (Mon-Fri, 9 AM - 6 PM EST).
For urgent matters, please call us at [Phone Number].
- The [Business Name] Team
Thanks for contacting [Business Name]! 👋
We've received your message and will respond within 24 hours during business hours (Mon-Fri, 9 AM - 6 PM EST).
For urgent matters, please call us at [Phone Number].
- The [Business Name] Team
Greeting Messages Setup
Creating Effective Greeting Messages
1
Access Greeting Settings
- Open WhatsApp Business
- Tap three dots (⋮) > Business tools
- Select Greeting message
- Toggle Send greeting message to ON
2
Craft Your Greeting
A great greeting message should:
- Welcome the customer warmly
- Introduce your business briefly
- Explain what you offer
- Provide clear next steps or menu options
- Set response time expectations
3
Configure Recipients
Greeting messages are automatically sent to:
- Customers who haven't messaged you in the last 14 days
- New customers messaging you for the first time
- One greeting per customer every 14 days
Example Greeting Message (E-commerce):
Welcome to [Store Name]! 🎉
We're your go-to for [product category]. Here's how we can help:
📦 Browse our catalog
❓ Ask product questions
📍 Check order status
💳 Complete your purchase
Reply with what you need, and we'll respond within 2 hours during business hours!
Welcome to [Store Name]! 🎉
We're your go-to for [product category]. Here's how we can help:
📦 Browse our catalog
❓ Ask product questions
📍 Check order status
💳 Complete your purchase
Reply with what you need, and we'll respond within 2 hours during business hours!
Example Greeting Message (Services):
Hi there! Thanks for reaching out to [Business Name] 👋
We specialize in [service type] and would love to help you!
To serve you better, please share:
1️⃣ What service you're interested in
2️⃣ Your preferred timeline
3️⃣ Any specific requirements
We'll get back to you within 4 hours!
Hi there! Thanks for reaching out to [Business Name] 👋
We specialize in [service type] and would love to help you!
To serve you better, please share:
1️⃣ What service you're interested in
2️⃣ Your preferred timeline
3️⃣ Any specific requirements
We'll get back to you within 4 hours!
Advanced Auto-Reply Automation (API Required)
For businesses needing sophisticated automation beyond the WhatsApp Business App, the WhatsApp Business API enables advanced auto-reply capabilities.
Keyword-Based Auto-Replies
Automatically detect keywords in customer messages and trigger relevant responses:
| Customer Message Contains | Automated Response | Use Case |
|---|---|---|
| "pricing", "cost", "price" | Send pricing information | Sales inquiries |
| "hours", "open", "timing" | Send business hours | General information |
| "track", "order status", "where is" | Order tracking link request | Customer support |
| "return", "refund", "cancel" | Return policy & instructions | After-sales support |
| "help", "support", "problem" | Support menu options | General support |
AI-Powered Smart Replies
Modern auto-reply systems use natural language processing (NLP) to understand customer intent and provide contextual responses:
- Intent Recognition: Identify what the customer is asking for
- Entity Extraction: Pull out key information (product names, order numbers, dates)
- Context Awareness: Remember previous conversation context
- Dynamic Responses: Generate personalized replies based on customer data
- Sentiment Analysis: Detect urgency or frustration and prioritize accordingly
📊 Case Study: E-commerce AI Auto-Replies
Company: Fashion retailer with 50,000+ monthly WhatsApp messages
Challenge: Couldn't respond to all customer inquiries quickly enough
Solution: Implemented AI-powered auto-replies with Wati.io
Results:
- 78% of common queries answered automatically
- Response time dropped from 2 hours to instant
- Customer satisfaction increased by 34%
- Support team could focus on complex issues
- 24/7 availability led to 22% increase in sales
Best Auto-Reply Platforms
Wati.io
Best for: Small to medium businesses needing robust auto-reply features
Auto-Reply Features:
- Keyword-based automated responses
- AI-powered chatbot builder
- Business hours automation
- Welcome message sequences
- Quick reply library
- Multi-language support
Pricing:
Starts at $49/month for 3 users, includes unlimited auto-replies
Pros:
- Intuitive visual chatbot builder
- Excellent keyword detection
- 24/7 customer support
Respond.io
Best for: Enterprises with complex automation needs
Auto-Reply Features:
- Advanced workflow automation
- AI-powered intent detection
- Custom automation rules
- Dynamic personalization
- A/B testing for auto-replies
- Sentiment analysis
Pricing:
Starts at $79/month, custom pricing for enterprises
Pros:
- Most powerful automation engine
- Excellent CRM integrations
- Advanced analytics
Interakt
Best for: E-commerce businesses in India and Southeast Asia
Auto-Reply Features:
- Template-based auto-replies
- Product catalog automation
- Order status auto-updates
- Cart abandonment auto-messages
- Quick reply buttons
Pricing:
Starts at $12/month (₹999/month)
Pros:
- Affordable pricing
- E-commerce focused features
- Shopify/WooCommerce integration
Gallabox
Best for: Small businesses and startups
Auto-Reply Features:
- Smart greeting messages
- Away message automation
- Basic keyword responses
- Quick reply templates
- Business hours scheduling
Pricing:
Starts at $89/month
Pros:
- Easy to set up and use
- Good for beginners
- Reliable performance
Auto-Reply Message Templates
1. General Inquiry Auto-Reply
Hi [Customer Name]! 👋
Thanks for reaching out to [Business Name]. We've received your message and our team will respond within [timeframe].
In the meantime, here are some quick resources:
📋 Frequently Asked Questions
📞 Call us: [Phone]
📧 Email: [Email]
Looking forward to helping you!
Thanks for reaching out to [Business Name]. We've received your message and our team will respond within [timeframe].
In the meantime, here are some quick resources:
📋 Frequently Asked Questions
📞 Call us: [Phone]
📧 Email: [Email]
Looking forward to helping you!
2. Pricing Inquiry Auto-Reply
Thanks for your interest in our pricing! 💰
We offer flexible plans to suit different needs:
🏢 Starter: $XX/month
🚀 Professional: $XX/month
⭐ Enterprise: Custom pricing
View full pricing details: [Link]
Want to schedule a quick call to find the perfect plan? Just reply "CALL ME" and we'll reach out within 2 hours!
We offer flexible plans to suit different needs:
🏢 Starter: $XX/month
🚀 Professional: $XX/month
⭐ Enterprise: Custom pricing
View full pricing details: [Link]
Want to schedule a quick call to find the perfect plan? Just reply "CALL ME" and we'll reach out within 2 hours!
3. Order Status Auto-Reply
Hi [Customer Name]! 📦
To check your order status, please provide your:
• Order number (e.g., #12345), OR
• Email used for the order
We'll look it up right away and share the latest tracking information!
To check your order status, please provide your:
• Order number (e.g., #12345), OR
• Email used for the order
We'll look it up right away and share the latest tracking information!
4. Product Availability Auto-Reply
Thanks for asking about [Product Name]! 🛍️
✅ Currently in stock
💵 Price: $XX.XX
🚚 Ships within 2-3 business days
Want to:
1️⃣ Buy now - [Purchase Link]
2️⃣ See more details - [Product Page]
3️⃣ Ask a question - Reply here!
How can we help you today?
✅ Currently in stock
💵 Price: $XX.XX
🚚 Ships within 2-3 business days
Want to:
1️⃣ Buy now - [Purchase Link]
2️⃣ See more details - [Product Page]
3️⃣ Ask a question - Reply here!
How can we help you today?
5. Support Request Auto-Reply
Hi there! We're here to help. 🛠️
What type of support do you need?
Reply with a number:
1️⃣ Technical issue
2️⃣ Billing question
3️⃣ Account access
4️⃣ Feature request
5️⃣ Something else
Our support team will respond within 4 hours (or less!)
What type of support do you need?
Reply with a number:
1️⃣ Technical issue
2️⃣ Billing question
3️⃣ Account access
4️⃣ Feature request
5️⃣ Something else
Our support team will respond within 4 hours (or less!)
6. After-Hours Auto-Reply
Thanks for messaging [Business Name]! 🌙
We've received your message outside our business hours:
📅 Monday - Friday: 9 AM - 6 PM EST
📅 Saturday: 10 AM - 4 PM EST
📅 Sunday: Closed
We'll respond when we're back online, typically within:
• Weekday messages: Next business day
• Weekend messages: Monday morning
For urgent matters, email: [urgent email]
We've received your message outside our business hours:
📅 Monday - Friday: 9 AM - 6 PM EST
📅 Saturday: 10 AM - 4 PM EST
📅 Sunday: Closed
We'll respond when we're back online, typically within:
• Weekday messages: Next business day
• Weekend messages: Monday morning
For urgent matters, email: [urgent email]
Auto-Reply Best Practices
✅ Do's
- Be Clear About Response Times: Set realistic expectations for when they'll hear from a human
- Keep It Concise: Auto-replies should be brief but helpful (under 200 words)
- Provide Value: Include useful information, links, or next steps
- Use Friendly Tone: Maintain your brand voice while being professional
- Include Options: Give customers multiple ways to get help
- Test Regularly: Review and update auto-replies based on customer feedback
- Personalize When Possible: Use customer names and relevant data
- Track Performance: Monitor which auto-replies are most effective
❌ Don'ts
- Don't Over-Automate: Balance automation with human touch for complex queries
- Don't Use Generic Messages: Avoid robotic, impersonal responses
- Don't Ignore Context: Make sure auto-replies make sense for the conversation
- Don't Send Multiple Auto-Replies: Limit to one automatic response per conversation
- Don't Make False Promises: Only commit to response times you can actually meet
- Don't Forget to Update: Keep business hours, pricing, and contact info current
- Don't Overuse Emojis: 2-3 emojis are enough; don't overdo it
Optimal Auto-Reply Strategy by Business Type
| Business Type | Recommended Auto-Replies | Response Time |
|---|---|---|
| E-commerce | Greeting, product info, order status, cart recovery | Instant for 80% of queries |
| Service Business | Greeting, pricing, booking confirmation, away messages | Within 4 hours |
| Healthcare | Appointment confirmation, FAQs, emergency triage, business hours | Within 2 hours (24/7 for emergencies) |
| Real Estate | Property info, viewing scheduling, mortgage calculator, greeting | Within 6 hours |
| Education | Course info, enrollment, class schedules, FAQs | Within 8 hours |
Real-World Auto-Reply Examples
📱 Case Study 1: Mobile Phone Retailer
Business: Electronics store with 200+ daily WhatsApp inquiries
Auto-Reply Implementation:
- Greeting message for new customers with product categories
- Keyword-based replies for specific phone models
- Automated price quotes based on model mentioned
- Store location and hours auto-reply
- Away messages during closing hours
Results After 3 Months:
- 65% of inquiries handled without human intervention
- Response time: 2 hours → instant for common questions
- Sales conversion: +28% from faster responses
- Customer satisfaction: 4.2 → 4.7 stars
- Support team could focus on high-value consultations
🏥 Case Study 2: Dental Clinic
Business: Multi-location dental practice with appointment bookings
Auto-Reply Implementation:
- Greeting message with service menu
- Appointment availability auto-check
- Reminder confirmations (auto-reply to "confirm")
- Insurance inquiry auto-responses
- Emergency triage with priority routing
Results After 2 Months:
- Appointment no-shows reduced by 42%
- After-hours inquiries handled automatically
- 85% of insurance questions answered instantly
- Front desk freed up to focus on in-person patients
- New patient bookings increased 31%
👗 Case Study 3: Fashion Boutique
Business: Online fashion store with seasonal inventory
Auto-Reply Implementation:
- Personalized greeting based on customer history
- Size availability auto-checker
- Styling suggestions based on previous purchases
- Abandoned cart recovery messages
- New arrival notifications (opt-in based)
Results After 4 Months:
- Cart abandonment recovery: 18% of abandoned carts converted
- Average order value increased by $23
- Repeat purchase rate: +35%
- Customer lifetime value increased by 47%
- Positive reviews mentioning "quick response": +156%
Ready to Set Up Smart Auto-Replies?
Start automating your WhatsApp responses today and never miss a customer inquiry again.
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