How to set an auto reply in WhatsApp Business

Set an away message

An away message answers anyone who writes while you’re busy, after hours or on leave. The steps are the same on Android and iPhone.

1. Open the WhatsApp Business app. From the Tools tab, tap Away message.
2. Turn on Send away message.
3. Tap the message to edit it, then tap OK (Android) or Save (iPhone).
4. Tap Schedule and choose Always send, Custom schedule for set dates and times, or Outside of business hours.
5. Tap Recipients and choose Everyone, Everyone not in address book, Everyone except… or Only send to…
6. Tap Save.

Outside of business hours only appears once you’ve set your business hours (see below).

Set a greeting message

A greeting message is sent automatically when someone writes to you for the first time, and again when they write after 14 days without any messages in the chat.

1. From the Tools tab, tap Greeting message.
2. Turn on Send greeting message.
3. Tap the message to edit it, then tap OK (Android) or Save (iPhone).
4. Tap Recipients and choose who gets it: Everyone, people not in your contacts (Everyone not in address book on Android, Exclude my contacts on iPhone), Everyone except… or Only send to…
5. Tap Save.

If you’ve connected Meta Business Agent, WhatsApp’s AI assistant for businesses, greeting messages are switched off while it’s connected.

Set your business hours

Business hours show on your profile, and they let the away message send only when you’re closed.

1. From the Tools tab, tap Profile.
2. Tap the Business hours field.
3. Choose Open for selected hours and enter your hours for each day, or Always open, or Appointments only.
4. Tap Save.

Messages you can copy

Say when you’ll reply, and give people a way to help themselves in the meantime. Keep it short: most people read it on a lock screen.

Away: after hours

Thanks for your message! We’re closed right now and back at 9am tomorrow. We’ll reply as soon as we’re in.

Away: on holiday

Thanks for getting in touch. Our office is closed until Monday the 3rd. For anything urgent, call +91 00000 00000.

Greeting: new customers

Hi, thanks for messaging [Business name]! Tell us what you need and someone from our team will reply shortly.

Greeting: enquiries and orders

Hello! To help us answer faster, please share your name and what you’re looking for. Our team replies between 9am and 7pm, Monday to Saturday.

Quick replies for everything else

Quick replies aren’t automatic, but they’re the fastest way to send the answers you give every day, like prices, directions or payment details. You can save up to 50.

1. From the Tools tab, tap Quick replies, then tap the add button.
2. Write the message. It can include a photo or video.
3. Tap Shortcut and give it a short keyword.
4. Tap Save.

In any chat, type / to see your quick replies, then pick one. The app also offers ready-made replies from your business profile, such as your hours and address.

What an auto reply can’t do

• It needs your phone online. Away and greeting messages are sent by the app on your phone.
• It sends one message, not an answer. The customer still needs a real reply from a person.
• It can hide who still needs a reply. Once the auto reply has gone, the chat looks answered in the app, even though nobody has replied yet.

Using ConvoDock and auto replies together? ConvoDock counts every message sent from your number as a reply, including away and greeting messages sent by the WhatsApp Business app, so those chats leave the Waiting Board. For numbers your team answers in ConvoDock, we suggest turning the app’s auto replies off so the board stays accurate.