Why are automated messages necessary on WhatsApp Business?
A customer texts at 11:40 PM, "Do you have availability for tomorrow?" The reply comes at 9:00 AM, but by then they've already asked the same question elsewhere. The business that responds faster will get the customer.
You can set up three messaging tools in the WhatsApp Business app: welcome message , away message , and quick replies . No additional software is needed; they're all built into the app. This article will explain what each one does, how to set them up step-by-step, and provide ready-made messages you can copy and use for restaurants, beauty businesses, e-commerce, and real estate. Finally, you'll see where these three features fall short and what you can do in those situations.
If you're wondering what WhatsApp Business is and whether it's paid, you can first check out our article "What is WhatsApp Business, and is it paid?" .
WhatsApp Business automated messaging tools: welcome, remote, and quick replies.
You can set up three messaging tools: welcome and away messages are sent without you having to do anything, while quick replies allow you to send frequently typed messages via shortcuts.
Message type | When will he leave? | Who triggers it? | Optimal use |
|---|---|---|---|
Welcome message | To the person who wrote to you for the first time | Automatic | First impressions tell the client what to write. |
Message from afar | At times when you are not available | Automatic | After-hours, holidays, busy periods |
Quick responses | When you type "/" in the chat and choose a shortcut | You (by hand) | Frequently asked questions such as address, opening hours, and price. |
One important difference: welcome and away messages are sent without you having to do anything, while quick replies speed up typing but leave the sending in your hands. Also, you can only define one welcome and one away message at a time.
WhatsApp Business automatic message setup: step-by-step.
Before you begin, open the WhatsApp Business app. On Android, access it through the three-dot menu in the upper right corner; on iPhone, go to Settings and then Business Tools . If your app version has a Tools tab in the submenu, you can access it there as well. Menu names may vary slightly depending on the version.
How do I set up a welcome message?
- Select the welcome message .
- Turn on the "Send welcome message" switch.
- Edit the text and tap OK .
- Select recipients: everyone, everyone not in the address book, everyone except specific people, or only specific people.
- Tap Save.
How do I set up a remote message?
- Select ' Remote message ' and turn on the "Send remote message" switch.
- Edit the text and tap OK .
- Choose the timing:
- Always send: the message will always go through.
- Special program: you only go on the days and times you specify.
- Outside of working hours: If you have defined working hours in your business profile, this will apply outside of working hours.
- Select the recipients, tap Save .
The easiest way for outside of working hours is the third option. First, enter your working hours in your profile, then use this option. Your phone needs to have an internet connection for the messages to be sent.
How to set up quick replies?
- Select ' Quick replies ' and tap the plus (+) sign.
- Type a shortcut (for example, "address") and enter your message. You can also add media, such as an image, instead of text.
- Tap Save.
- In a chat, type / in the message box , select the reply from the list, edit if necessary, and send.
According to the guidelines, adding media to quick replies is only supported in the mobile app; WhatsApp Web and desktop versions may have limitations in this regard. Check the current status in your own app.
Examples of ready-made automated messages: restaurant, beauty, e-commerce, and real estate.
Replace the fields in square brackets with your own information. A good automated message follows four rules: it's short, tells the customer what to do, indicates when you'll get back to them, and is kept up-to-date. A message containing outdated time or price information is worse than no message at all.
For more detailed examples of restaurant and cafe message examples, you can find them in our article on restaurant and cafe message examples .
Restaurant and cafe
Greeting: "Hello, thank you for writing to [Restaurant name]. Please write the date, time and number of people for your reservation, and we will get back to you as soon as possible."
From afar: "We are currently closed. Our operating hours are [10:00-23:00]. We have received your message and will get back to you regarding your reservation request upon opening."
Quick reply shortcuts: /address, /time, /menu, /reservation
Beauty salon and clinic
Greeting: "Hello, welcome to [Salon name]. To schedule an appointment, please specify the service you require and the day and time that suits you."
From afar: "We are outside of our working hours. We have received your appointment request and will get back to you by [day] at [00.00]."
Quick reply shortcuts: /price, /appointment, /cancel, /address
E-commerce store
Greeting: "Hello, you've reached the [Store name] team. Providing your order number will help us answer your shipping and return questions faster."
From afar: "We received your message. We respond between [09:00-18:00] on weekdays, and will get back to you no later than the next business day."
Quick response shortcuts: /shipping, /returns, /size, /payment
Real estate agency
Greeting: "Hello, welcome to [Office name] real estate agency. Please write down the listing number you are interested in, or your area and budget, and we will share suitable options with you."
From afar: "We are currently in contact. We received your message and will get back to you as soon as possible [on] [day]."
Quick reply shortcuts: /advertisement, /display, /document, /commission
Where are automated messages insufficient?
The app's three tools speed up the initial response but don't manage the conversation. Here are some limitations you should be aware of:
- Only one welcome and one departure message can work at a time.
- Every customer receives the same message; the message does not vary from person to person.
- Messages only include the first response. When a customer asks a specific question, such as "Is there space for 4 people on Saturday?", you will still write the answer yourself.
- Timing is rigid. You can't create a conditional rule outside of the three options.
- The standard WhatsApp app doesn't have automated messages; the WhatsApp Business app or WhatsApp Business API is required. The API is used for conditional redirection, multiple automated replies, or personalization based on customer information.
You'll know the app isn't working properly if you see these signs:
- You answer the same questions manually multiple times throughout the day.
- Reservation and appointment requests received outside of working hours remain unanswered until the morning.
- You receive messages from Instagram, Facebook, and the website, but you can't keep track of which customer you spoke to and where.
At this point, an AI chatbot steps in, answering frequently asked questions itself and handing the conversation over to the team when necessary.
We explained how chatbots work in our article "What is a Chatbot?" , and the Instagram side of things in our Instagram automated message guide .
Transform your WhatsApp Business account into a smart assistant with Chatbu.
Chatbu connects to your WhatsApp Business account and does what welcome and remote messages can't: it understands and answers your question.
You authorize Chatbu by logging in with Facebook and selecting your own business account. Because messages are answered on Chatbu's cloud infrastructure, your customers will receive responses even if your phone battery dies or your internet connection is lost.
- It is trained using your own information. Upload your menu PDF, price list, or website address; the bot will generate responses from this content.
- They respond even outside of working hours. They respond to "Do you have availability tomorrow?" messages received at night without delay, gathering information such as the date and number of people by morning.
- It adds the appointment to the calendar. It integrates with Google Calendar and can open a meeting or appointment record during a chat.
- It delegates the matter to the team when necessary. You define rules based on keywords, emotions, or intent; when a complaint comes in, the entire conversation, including its history, is passed on to your team.
- It gathers all channels in one place. The same bot responds to Instagram and Facebook page posts and comments, Google business reviews, and your website. You can try Chatbu for free for 14 days; no credit card required. Start your free trial .
