To set up an auto reply, use the WhatsApp Business app, because regular WhatsApp does not have these tools. Open the business tools, turn on the greeting message for people who write to you for the first time, and the away message for times when you are closed. Quick replies finish the set, but you send each one by hand.
What are the three message tools in the app?
According to the official WhatsApp Business features page, the free app includes three tools:
- Greeting: automatically sends a custom welcome message to new customers who start a chat.
- Away message: automatically responds to messages received outside your business hours.
- Quick replies: shortcuts for messages you send often, so you can answer common questions in a few taps.
The detail that trips up beginners: the greeting and the away message send themselves, while quick replies do not. They only save typing.
How do you set it up, step by step?
Menus differ between iPhone and Android and change with app versions, so treat the names below as a guide. Guides from Wati and Tray place these settings in the business tools section of the app settings.
- Complete your business profile. Add hours, address and a description. The away option “outside business hours” depends on the hours saved there, as Wati notes.
- Greeting message: turn on the toggle, tap the pencil icon, write the text and choose who receives it.
- Away message: turn it on, write the text and pick a schedule: always, a custom schedule or outside business hours. Choose the recipients too.
- Quick replies: tap the plus icon, write the message and create a shortcut keyword, such as “/thanks” or “/shipping”. To use one, type the slash and the shortcut in a chat.
- Test from another number. Message your business from a phone that is not the store’s and check that the greeting arrives, then repeat after hours to see the away message.
When does the greeting go out?
Guides say it is sent when a customer writes for the first time or comes back after a long gap, with 14 days of inactivity cited by Wati. Since that figure comes from a third party, test it in your own app. The away message follows the schedule you set.
What should the messages say?
Keep them short and useful. In our view, the best ones say who you are, what the customer can ask and when to expect an answer. Examples:
- Greeting: “Hi! You’ve reached Example Shop. Tell us what you’re looking for (item, size or city) and we’ll reply in the order messages arrive.”
- Away: “We’re closed right now. Our hours are Monday to Friday, 9 a.m. to 6 p.m. Leave a message and we’ll reply the next business day.”
Do not promise a speed you cannot keep. If the message says “we reply in 5 minutes” and the customer waits an hour, the automation makes things worse. Wati suggests keeping away messages between 100 and 250 characters, which is a recommendation, not an app rule.
What are the limits of the free app?
- Fixed text. Everyone gets the same message. The app does not read what the customer wrote, so there is no keyword reply or menu flow.
- No bot. Keyword or AI replies need the WhatsApp Business Platform (API), which is usually set up through a provider and costs money. The WhatsApp features page does not list this tier, so check pricing with the provider you pick.
- Quick replies cap: sources disagree. Wati says up to 50 can be saved, while a Brazilian guide from Tray says there is no limit. Check your own app.
What mistakes should you avoid?
- Leaving the profile hours out of date, which makes the away message fire at the wrong time.
- Running the store on regular WhatsApp. It has no native greeting or away message.
- Stuffing the greeting with links and promotions. Someone who just wrote wants to be acknowledged, not handed a catalog.
- Forgetting to turn off a holiday away message after the holiday ends.
Where do customers find your WhatsApp number?
An auto reply only helps if customers reach you. For a local business, the usual path is Google search: people look up the shop and see the profile, phone number and reviews. It makes sense to create and verify your Google Maps profile and list the same WhatsApp Business number there. Then ask happy customers for Google reviews so the first chat starts with more trust.
A good habit is to match the greeting to what customers want to know first: address, hours and payment methods. That answers the three most common questions without typing and saves your time for the conversations that decide the sale.
Who is this not for?
If you handle dozens of chats per hour and need queues, several agents and reports, look at a customer service tool built for that, since the app is designed for small operations. If your main channel is social, see how to sell on Instagram, where many sales end with a move to WhatsApp.
Frequently asked questions
Does regular WhatsApp have auto replies?
No. The greeting and away message belong to WhatsApp Business, a separate free app.
Does the away message work when my phone is off?
The sources we read do not say. Test it on your own device before relying on it after hours.
Can I auto reply by keyword?
Not in the free app. Keyword or bot replies need the WhatsApp Business Platform through a provider.
Do I need a registered company to use WhatsApp Business?
The sources we read do not cover this. Check WhatsApp’s terms before you decide.
