In the WhatsApp Business app, there are three tools: a welcome message, out-of-office auto reply, and quick replies. They don't replace you but keep the customer informed: they know the message was received and when to expect a response.
Key Points
The auto reply specifies a concrete timeframe, not just "soon".
Include a question in the greeting, not a thank you.
The schedule should match reality.
Three lines is the maximum length.
What Auto Replies are Available in WhatsApp Business?
Tool | When it Triggers | Purpose |
|---|---|---|
Welcome Message | First contact from a new customer | Set the tone and immediately ask the main question |
Out-of-Office Message | Outside of scheduled hours | Provide a response timeframe so the person knows what to expect |
Quick Replies | Triggered manually by you | Avoid typing the same thing repeatedly |
The first two work automatically, while the third is for your templates. Don't confuse them: a quick reply won't keep anyone engaged at night.
What to Write in the Welcome Message?
Avoid saying, "Thank you for reaching out, we will respond soon." This phrase conveys nothing and reads like an auto reply, implying the absence of a person.
The effective structure is shorter: confirm receipt and immediately ask one question that speeds up the process. For example: "We're here, responding by 8 PM. Please let me know which service you're interested in and for what date, so I can provide the price right away."
The question in the auto reply pays off: by the time you reach the chat, you'll already have the details.
What to Write in Out-of-Office Messages?
The key here is to provide a specific timeframe. "We will respond shortly" means nothing; "we will respond by 11 AM tomorrow" keeps the customer engaged. They understand whether to wait or look elsewhere.
If you have online booking or a link to a FAQ, night is the best time to provide it: the client can leave details themselves, and in the morning, you won't be starting from scratch.
What Auto Replies Can't Solve?
They manage expectations but not content. A person still writes "hello" or "how much does it cost," and in the morning, you still start with clarifications.
This part can be fixed earlier, before the chat. A short path of two or three questions between the button and the chat gathers the service, timeframe, and details in the first message. Then the auto reply confirms receipt of a complete request, not just an empty greeting. That's how Mate works.
Common Mistakes
The schedule in settings doesn't match reality.
A promised timeframe is not met.
Long text: auto replies are read quickly.
Greeting without a question: details remain unclear.
Enabled and forgotten: working hours have changed long ago.
Frequently Asked Questions
Are Auto Replies Available in Regular WhatsApp?
No, only in the WhatsApp Business app. It's free, the number remains the same when switching, and the chat history is preserved. Besides auto replies, you'll get a company profile, working hours, and a QR code.
Do Auto Replies Seem Pushy?
Silence seems pushy. People are fine with auto replies if they are short, specify a timeframe, and don't pretend to be a live person. The opposite is annoying: a cheerful message from a "manager" who only responds in the morning.
Does the Welcome Message Come Every Time?
It's designed for the first contact and for returning after a long pause, not for every message in the chat. That's why it should include a question: it won't bother a regular customer.
How Quickly Should You Respond in Chats?
The faster, the better the chance of closing a deal, but predictability is more important. A stated and met timeframe works better than random instant replies mixed with days of silence.
How Many Auto Replies Can Be Sent in a Row?
One. The welcome and out-of-office messages shouldn't come one after the other: two robots in a row read as the absence of a live person, and some people will close the chat because of this.
Can You Disable Auto Replies for Regular Customers?
Yes, in the settings of both messages, there's an option for recipients: everyone, everyone except selected, or only selected. Regular customers should be excluded from the welcome message; they already know your hours.
