How to Set Up Auto Reply in WhatsApp Business?

Sales agents are not ninjas. While they might attend most leads, something always slips through the cracks.

Unanswered on WhatsApp, it is crucial to set an auto-reply so no message or inquiry goes unanswered. It is crucial to set an auto-reply on WhatsApp Business so the customer knows you are away.

Having a WhatsApp auto reply (or an away message) keeps customers in the vicinity of your sales team, so that they can come back to them later.

With WhatsApp Marketing tools like Wati, you can choose from a variety of WhatsApp auto replies and set predefined outbound sales workflows to improve customer experience.

In this guide, we will explore how WhatsApp auto reply works, how to set an away messages and the importance of having a WhatsApp auto reply in WhatsApp Business. Let’s get into it!

Understanding WhatsApp Auto Reply and How it Works

The auto reply is a feature available in the WhatsApp Business app that automatically sends pre-set messages when customers reach out. It helps you stay responsive, even if you’re busy or away from your phone.

There are two main types of auto replies: Away Messages and Greeting Messages.

Away messages are sent when you’re unavailable, while greeting messages are used to welcome new customers or first-time chats.

Example: If a customer messages you outside business hours, your auto reply could say, “Thanks for getting in touch! We’ll respond as soon as we are back online.”

It may seem like a small thing, but these instant responses help customers feel acknowledged, while saving you the trouble of manually replying to every new message.

Why Businesses Should Use Automated Replies on WhatsApp?

Not only automated replies make things easier for sales teams, but it also gives a cliffhanger to customer. They understand that they messaged in offline hours, and someone will get back.

Here is why auto replies are useful for businesses that receive multiple message a day and can’t always reply instantly:

• Instant responses anytime: Setting an auto-reply automation ensures that prospects receive immediate correspondence from the brand, that keeps them under the radar. With instant responses, they become more accomodate and wait for your response rather than leaving your site.
  
• Eliminating message repetition: In the offline hours or busy hours, auto replies are an effective way to temporarily inform prospect of inactivity. Setting auto replies during inactivity is better than sending the same message to the prospect and breaking customer experience.
  
• Better customer experience: Whenever a lead inquires or clicks an ad, their intent is high, but they may not find an agent. At that moment, sending an autoresponder provides a quick prompt, leading to a better customer experience.
  
• Consistent communication: Sending an auto reply ensures and convinces customer that someone will reach out soon. Being consistent in communication enables quicker sales nurturing and conversions.
  
• Professional impression: Taking care of the customers and prioritising customer sentiment always speaks high of the brand. Customers stick around, wait for you, and respond much faster to you.

When set up thoughtfully, this feature not only saves time but also keeps your business available around the clock.

Setting Up Auto Reply With “Away” in the WhatsApp Business App

You can utilize WhatsApp Business API’s “away” option to automate replies and inform about your absence. “Away” message are triggered no matter what time your prospect texts you.

Watch this video or follow the steps mentioned below.

Here is how you can set automated “away” message on WhatsApp;

• Open the WhatsApp Business app.
• Tap More options > Business Tools > Away message.
• Toggle on Send away message.
• Tap the message box to write your away text (e.g., “Thanks for reaching out! We’re away right now but will get back to you soon.”).

Also read: How to schedule messages on WhatsApp Business on iPhone and Android.

Under Schedule, choose when to send it:

• Always send
• Custom schedule (e.g., your non-working hours)
• Outside of business hours (based on your Business Profile hours)
• Choose your Recipients and tap Save.

Note: Make sure your Business hours are updated under Business Profile > Business hours for this feature to work correctly.

How to Create and Manage Quick Replies in WhatsApp Business?

Here is how you can reply instantly, in a structured way with quick replies.

1. Open the WhatsApp Business app.

2. Tap the three dots at the top right and select Settings.

3. Choose Quick Replies.

4. Tap the plus (+) icon to add a new quick reply.

5. Type your message under Message (for example: “Thanks for your message! We’ll get back to you shortly.”).

6. Under Shortcut, create a simple keyword to trigger the reply (e.g., /thanks or /hours).

7. Tap Save when done.

How to Set Quick Replies Fast?

In any chat, type “/” followed by your shortcut (for example,/thanks) and tap the message you want to send.

WhatsApp will instantly send the full reply.

By sending quick replies fastly, you acknowledge post-purchase feedback and keep track of low hanging fruits to drive business growth.

How to Make The Most Out Of Quick Replies?

Making the most of quick replies is about finding the balance between automation and a genuine human connection. Here is how to keep your chats efficient without losing that personal touch:

• Keep it brief. Short responses respect the customer’s time and keep the conversation moving naturally.
• Leave room for names. Draft replies so you can easily add a “Hi [Name]” at the start for a personal feel.
• Stay “on brand.” Ensure every shortcut sounds like it’s coming from the same friendly person.
• Review them monthly. Update your shortcuts to reflect current seasonal promotions or new product launches.
• Fix common pain points. Turn your most frequent “how-to” questions into instant, helpful answers.
• Organize by priority. With 50 slots available, keep your most-used replies at the top of your list.
• Sound human, not robotic. Use warm, conversational language rather than stiff, corporate phrasing.

Pro Tip: Explore Wati’s WhatsApp automation solutions if you need more advanced automation like sending personalized quick replies based on message context.

Bonus Read: How to Convert WhatsApp into WhatsApp Business in 2026

Difference Between Auto Reply and Quick Replies

Both Auto Reply and Quick Replies make managing chats on WhatsApp Business easier, but they work in different ways. Here’s a quick comparison to help you understand when to use each one.

Together, these two features help you stay responsive and consistent, whether you’re chatting live or offline.

Top Ways to Create Stunning Auto Replies on WhatsApp

Setting up WhatsApp Auto Reply is only half the job; what really matters is how you write your messages. Here are a few examples you can use or tweak to match your business tone.

1. Greeting Message

A greeting message helps you make a positive first impression and sets the tone for your customer interaction.

It’s automatically sent when someone messages you for the first time or after a period of no activity.

2. Away Message

Away messages are useful when you’re not available to respond right away.

They reassure customers that their message has been received and that you’ll get back to them soon.

3. Quick Reply

Quick replies help you respond faster to frequently asked questions or common customer queries. 

They’re great for sharing standard information while keeping your chats personal.

Writing Auto Replies That Reflect Your Brand Voice

When your auto-replies sound like a real person, customers feel valued instead of ignored. It’s about managing expectations with a bit of personality.

• Mirror your personality. Use the same warmth and vocabulary you would use during an in-person meeting.
• Acknowledge immediately. Confirm you’ve received their message so the customer doesn’t feel left hanging.
• Keep it punchy. Stick to one or two short sentences to ensure the message is readable at a glance.
• Add human touches. Use a friendly “Hi there” or a well-placed emoji to soften the digital edge.
• Set clear expectations. Give a specific timeframe for when they can expect a real person to jump in.
• Align your tone. Match your language to your brand, whether that’s high-energy and fun or calm and professional.
• Update for accuracy. Refresh your replies whenever your business hours, seasonal offers, or contact details change.
• Avoid “Bot-speak.” Steer clear of stiff phrases like “Your inquiry is important to us” in favor of natural talk.

Common Drawbacks of Auto Replies in WhatsApp Business

While WhatsApp Auto Reply is helpful for staying connected, it has a few limitations worth keeping in mind. 

1. Limited Automation Options

The WhatsApp Business app supports basic auto replies like Greeting Messages, Away Messages, and Quick Replies. You can’t set up conditional or smart replies that respond differently based on what a customer sends.

2. Manual Setup

Each message needs to be written and updated manually. If your working hours, product details, or contact info change, you’ll have to manually update the information in the app.

3. No Keyword-based Triggers

Auto replies can’t recognize customer queries. For example, if someone sends “order status” or “refund,” the WhatsApp Business app won’t automatically send a specific response for that phrase.

4. Limited Chat Assignment

If you manage multiple teams or departments, the app can’t route chats or assign messages automatically. You’ll need to assign the conversations manually to other team members if you have the multi-agent feature.

5. Not Suited for Scaling

As your customer base grows, managing replies manually becomes harder. For businesses handling high message volumes, the WhatsApp Business Platform (API) or automation tools like Wati are better suited.

WhatsApp Auto Reply is great for basic communication and small teams, but it’s not built for full automation or advanced workflows.

If you want to send personalized, instant replies at scale, it’s best to explore Wati’s WhatsApp automation platform, which offers chatbot capabilities, team inbox, and real-time workflows.

How Wati’s WhatsApp Chatbot Can Overcome These Limitations?

A WhatsApp Chatbot solves most of the challenges that come with using the basic WhatsApp auto-reply feature.

Instead of just sending fixed messages, a chatbot can understand customer intent, guide conversations, and handle multiple queries at once.

With Wati’s low-code chatbot, you can automate quick replies and cut down on response times to shocking level to build a seamless sales framework.

1. Smarter, Context-Based Replies

Unlike auto replies that send one fixed message, chatbots can recognize keywords and respond with the right information. 

For example, if a customer types “track order,” the chatbot can fetch and share the status without human help.

1. Personalized Conversations

A chatbot can greet customers by name, remember past interactions, and tailor messages based on their preferences or purchase history. This makes every chat feel more personal and engaging.

2. Seamless Handover to a Human Team

When a query is too specific or complex, the chatbot can transfer the conversation to a live agent. It ensures customers always get help without starting over or repeating details.

3. Scalable for Growing Businesses

Whether you handle 50 or 5,000 messages a day, chatbots can manage them all effortlessly. 

They reduce manual work, maintain consistency, and improve response time as your business expands.

Read: How Vedantu streamlined their entire student lifecycle on WhatsApp with Wati’s automations & chatbots

Ready to Take the Next Step?

Great conversations don’t stop at a single reply. They build trust and help your customers feel valued. With the right setup, WhatsApp can become more than just a messaging platform. It can be the foundation of how your business connects, supports, and grows.

If you’re looking to move beyond basic automation and create genuine, two-way interactions, Wati makes it simple.

Book a free demo and discover how you can turn everyday chats into stronger customer relationships.

Frequently Asked Questions