How to Set Up WhatsApp Auto Reply in WhatsApp Business?

Ever missed a customer message while you were away and realized later it could have been a great lead? That’s where WhatsApp Auto Reply comes in. It helps you stay connected with customers even when you’re not around by sending automated replies. 

With WhatsApp Business, you can set automatic messages to greet new customers, share quick updates, or let them know when you’ll be back online.

If you’re getting started with WhatsApp Business, take a look at our guide to creating a WhatsApp Business account before setting up auto replies.

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’re 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?

Using the auto reply feature can make everyday communication smoother and more professional. It’s useful for businesses that receive multiple messages a day and can’t always reply instantly. Here are some key benefits:

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

Setting Up Auto Reply in the WhatsApp Business App

Watch this video or follow the steps mentioned below.

How to Set Up Greeting Messages in WhatsApp Business?

1. Open the WhatsApp Business app.

2. Tap the three dots at the top right and go to Business Tools.

3. Select Greeting Message.

4. Turn on Send greeting message.

5. Tap the message box to edit your greeting (e.g., “Hi there! Thanks for reaching out. How can we help you today?”).

6. Under Recipients, choose who should receive it – everyone, contacts not in your address book, or specific people.

7. Tap Save once done.

Setting Up Automated Away Messages in WhatsApp Business

• 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.”).

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.

Creating and Managing Quick Replies in WhatsApp Business

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 Use it While Chatting?

– 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.

Tips to Make the Most of Quick Replies

– Keep replies short and easy to personalize.

– Use consistent tone and language across all messages.

– Update shortcuts regularly to match seasonal offers or new FAQs.

– You can save up to 50 quick replies in the WhatsApp Business app.

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

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.

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.

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.

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

• Auto replies work best when they sound human and natural. The goal is to make your customers feel acknowledged, not like they’re talking to a bot. Keep your message short and easy to understand so people know you’ve received their text and will reply soon.
  
• Use a friendly, conversational tone. Write the way you’d talk to someone face-to-face. An emoji or warm phrase like “Hi there 👋 Thanks for reaching out! We’ll be in touch soon.” can make a difference.

• Make sure your replies sound like your brand. If your business tone is casual and cheerful, let that show. If it’s more professional, keep your language clear and polite. Consistency helps people instantly recognize your voice.

• Lastly, check your messages every now and then. Update them if your hours, offers, or details change. A quick refresh keeps your replies accurate and helps your communication feel genuine and up-to-date.

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. 

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.

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.

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.

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.

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.

In short

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 a 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.

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.

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.

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.

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