WhatsApp Business automatic messages: how to set them up, with 36 examples
The greeting message, the away message and quick replies, step by step on Android and iPhone, with ready-to-copy examples for shops, restaurants, clinics, salons, freelancers and real estate agencies.
When a customer messages you on WhatsApp, they expect a reply soon. But you can't always answer right away: you're with a client, it's late at night or you're on holiday.
The WhatsApp Business app comes with three free tools for this: the greeting message, the away message and quick replies. Here's what each one does, how to set them up, and 36 messages you can copy and adapt to your business.
The short answer
In the WhatsApp Business app, open the Tools tab. There you'll find Greeting message (sent automatically when someone messages you for the first time or after 14 days without chatting), Away message (sent automatically when you're not available) and Quick replies (saved texts you insert yourself by typing /).
The first two are automatic. Quick replies are not: they save you typing, but you're the one who sends them.
Differences between greeting messages, away messages and quick replies
| Greeting message | Away message | Quick replies | |
|---|---|---|---|
| Automatic? | Yes | Yes | No, you send them |
| When is it used? | A customer's first message, or when they write again after 14 days of inactivity in the chat | When someone writes and you're closed, busy or on holiday | Whenever you want, in any chat |
| How many can you have? | One | One | Up to 50 |
| Can you schedule it? | No, it's either on or off | Yes: always, custom schedule or outside of business hours | Not applicable |
| Who gets it? | Everyone, people not in your address book, everyone except some, or only some | Same options as the greeting | The chat where you insert it |
| Best for | Saying hello, introducing your business and setting expectations | Sharing your hours and when you'll reply | Prices, shipping, appointments and repeated questions |
All these details come from WhatsApp's official help center: greeting messages, away messages and quick replies.
Before you start
- Use the WhatsApp Business app, not regular WhatsApp. These tools are only in the business version.
- Update the app. The options are in the Tools tab. If you don't see it or the menus have different names, install the latest version.
- Fill in your business profile, especially your hours. Without business hours you can't use the "Outside of business hours" option for the away message. With a complete profile, the app also creates quick replies with your address and hours.
- Your phone needs internet. According to WhatsApp, the phone must have an active internet connection to send greeting and away messages.
- If you use Meta's AI assistant (Meta Business Agent, only available in some countries), greeting and away messages are turned off automatically. WhatsApp explains it here.
How to set up the greeting message
Open Tools > Greeting message
In the WhatsApp Business app, go to the Tools tab and tap Greeting message.
Turn on "Send greeting message"
Once it's on, every customer who messages you for the first time, or comes back after 14 days of inactivity in the chat, gets the message.
Write your message
On Android, tap the message to edit it, then tap OK. On iPhone, tap the text under Message, edit it and tap Save. You'll find examples to copy below.
Choose the recipients
Tap Recipients and pick an option:
- Everyone: anyone who messages you.
- Everyone not in address book: handy so friends or suppliers aren't greeted like customers. On iPhone it may appear as "Exclude my contacts".
- Everyone except…: everyone but the people you choose.
- Only send to…: only the contacts you choose.
Save
Tap Save. To test it, ask someone who hasn't messaged you in the last 14 days to send you a message.
Official help: greeting messagesHow to set up the away message
Open Tools > Away message
In the Tools tab, tap Away message and turn on Send away message.
Write your message
Same as the greeting: on Android you tap the message and then OK; on iPhone you edit it under Message and tap Save.
Choose when it's sent
Tap Schedule and choose one of these options:
- Always send: sent at all times. Useful when you're on holiday.
- Custom schedule: only during the period you set, for example August 1 to 15.
- Outside of business hours: only sent when your business is closed. It only appears if you've added your hours to your business profile.
Choose the recipients
Tap Recipients. The options are the same as for the greeting: everyone, people not in your address book, everyone except some, or only some.
Save
Tap Save. From now on, anyone who messages you during that time gets the notice right away.
Official help: away messagesHow to create and use quick replies
Open Tools > Quick replies
Go to the Tools tab, tap Quick replies and tap the button to add a new one.
Write the message
Tap Message and type the text. On your phone you can also add an image or video, but WhatsApp notes that quick replies on WhatsApp Web and Desktop don't support media files.
Give it a shortcut
Tap Shortcut and type a short word, for example /shipping. Keep WhatsApp's rules in mind:
- It always starts with
/. - 25 characters at most, with no spaces.
- You can add up to three keywords, 15 characters each at most, using only letters and numbers.
Save
Tap Save. You can have up to 50 quick replies.
Use it in a chat
In any chat, type / in the message box and pick the reply. The text appears in the box, so you can change anything before sending. You'll also find it in the attach menu, under Quick replies.
Examples for shops and online stores
Greeting
Hi there! 👋 Thanks for messaging [business name]. Here's our catalog: [link]. Tell us what you're looking for and we'll help. We reply [hours].
Away
Hi! We're not online right now. Our hours are [hours]. If your question is about an order, leave us the number and we'll reply as soon as we're back.
/shipping: times and prices
We ship to [areas]. Orders arrive in [time] business days and shipping costs [price]. Shipping is free on orders over [amount].
/order: where's my order
To check your order, send us the number from your confirmation email. We'll look it up and let you know where it is.
/returns: exchanges
You have [days] days to exchange or return a product. Send us your order number and the reason, and we'll send you the steps.
/payment: payment methods
You can pay by [payment methods]. If you prefer a bank transfer, we'll send you the details here.
Examples for restaurants and cafés
Greeting
Hi! Welcome to [business name] 🍽️ Our menu is here: [link]. Would you like to book a table or order takeout?
Away
We're closed right now. We open [hours]. If you'd like to book, leave us the day, time and number of people, and we'll confirm when we open.
/booking: ask for details
Great! To book, we need the day, time, number of people and a name. Any allergies we should know about?
/delivery: delivery info
We deliver to [areas] from [hours]. The minimum order is [amount]. You can order here or at [link].
/confirmed: booking confirmed
Your table is booked: [day] at [time], for [people] people. If you can't make it, please let us know here.
Examples for clinics and practices
Greeting
Hello, thanks for contacting [business name]. To book an appointment, tell us your name and which days suit you best. For emergencies, call [phone].
Away
The clinic is closed right now. Our hours are [hours] and we'll reply when we open. For emergencies, call [phone].
/appointment: offer a slot
We have a slot on [day] at [time] with [practitioner]. Shall we book it for you?
/reminder: appointment
Just a reminder of your appointment on [day] at [time] at [address]. If you need to change it, please let us know [hours] hours in advance.
/before: what to bring
For your appointment, please bring [documents] and arrive 10 minutes early. If you have any questions, message us here.
Examples for hair and beauty salons
Greeting
Hi! 💇 Thanks for messaging [business name]. Tell us which service you'd like and what day works for you, and we'll find you a slot.
Away
Hi! We're with clients in the salon and can't check our phone. We'll reply as soon as we're done. Hours: [hours].
/prices: price list
Here's our price list: [link]. If you have questions about any service, just ask.
/cancel: cancellation policy
If you can't make it, please let us know [hours] hours in advance so we can give your slot to someone else. Thank you!
/thanks: after the visit
Thanks for coming in! We hope you love the result. If you like, you can leave us a review here: [link].
Examples for freelancers and professional services
Greeting
Hi, I'm [your name] from [business name]. Thanks for getting in touch. Tell me briefly what you need and I'll reply today within my working hours ([hours]).
Away
Thanks for your message. I'm with a client right now and can't reply. I'll get back to you before [time].
/quote: ask for details
To prepare a quote, I need to know what you need, when you need it and whether you have a rough budget. With that I'll send you a proposal within [time].
/call: book a call
Would a 15-minute call work to talk it through? Pick the slot that suits you here: [calendar link].
/invoice: payment notice
I've sent the invoice to [email]. You can pay by [payment methods] before [date]. Let me know if you have any questions.
Examples for real estate agencies
Greeting
Hi! Thanks for contacting [business name] 🏡 Are you looking to buy, rent or sell? If it's about a listing, send us the link or reference.
Away
We're out of the office right now. We'll reply [hours]. In the meantime, you can see all our properties here: [link].
/viewing: offer times
Of course! We can show you the property on [day] at [time] or on [day] at [time]. Which works better for you?
/requirements: renting
To rent this property you'll need: [requirements]. If you meet them, we'll help you with the next steps.
/sell: valuation
To value your home we need the address, the size, the number of bedrooms and a few photos. Then we'll call you to arrange a visit.
Away messages for after hours, holidays and busy days
At night
Hi! We're closed for the day. We'll read your message tomorrow from [time] and get back to you. Thanks for your patience!
Weekend
We don't answer WhatsApp at weekends. We'll reply first thing on Monday. If it's urgent, check our FAQ: [link].
Vacation
We're on vacation from [date] to [date]. We're back on [date] and will answer messages in the order they arrived.
Public holiday
Today is a public holiday and we're closed. We're back tomorrow at [time]. Have a great day!
Busy day
We're getting a lot of messages today and replies are taking a bit longer than usual. We'll get back to you as soon as we can, usually within [time].
If you need away notices for email too, you'll find more ideas in our guide to out-of-office messages.
Tips for writing good automatic messages
- Keep it short. Two or three sentences are enough. A long automatic message is hard to read on a phone and delays what matters: the real reply.
- Say when you'll reply. "We reply within an hour" or "tomorrow from 9:00" is more reassuring than "we'll get back to you soon". Only promise what you can deliver.
- Add a useful link. Your catalog, menu, price list or FAQ. That way the customer can move forward while they wait.
- Ask for the details you need. If you always ask for the order number or the appointment date, ask for it in the automatic message and save a back-and-forth.
- Go easy on emojis. One per message feels friendly. More than two can look unprofessional, especially for clinics or law firms.
- Write the way you talk to your customers. If you're casual in the shop, be casual on WhatsApp.
- Review them now and then. Update your hours for summer, remove offers that have ended and check that links still work.
- Be careful with sensitive data. Especially in healthcare: don't ask for more information on WhatsApp than you need to book an appointment.
What WhatsApp Business can't do
| Limit | What it means for you |
|---|---|
| Only one greeting message and one away message | You can't have a different greeting depending on the product or the customer's language. |
| The greeting only goes out the first time or after 14 days | A customer who messages you every week won't see it again. |
| The away message has three schedule options | Always, a custom period or outside of business hours. There are no finer rules. |
| Up to 50 quick replies | If you get lots of different questions, you'll have to pick the most common ones. |
| Quick replies have no variable data | The text is always the same: you change the customer's name or order number by hand. |
| Quick replies have no media on Web and Desktop | Saved images and videos can only be sent from your phone. |
| They only work inside WhatsApp | If you also handle Instagram, email or web chat, you have to copy your texts into each tool. |
| Once deleted, they can't be recovered | Keep your important messages somewhere else. |
Longer, personalized replies on WhatsApp Web
If you handle WhatsApp from your computer, the app's automatic messages keep working the same way. But for fast manual replies, quick replies fall short when you need the customer's name, an order number or a date.
For that you can use a text expander like NexoPad, an extension for Chrome and other browsers. You save each text with a shortcut, for example /shipping, and when you type it in a WhatsApp Web chat the full message appears. With variables, the message adapts itself: {{first_name}} adds the contact's name when WhatsApp Web shows it, and {{input:Order number}} asks you for the detail before inserting it.
And since it works on any website, the same texts work on Instagram, Gmail or your support tool. It doesn't send anything for you: it just types the text and you decide when to send it. We explain it step by step in our guide to WhatsApp Web quick replies.
Frequently asked questions
How do I set up an automatic message in WhatsApp Business?
Open the Tools tab in the WhatsApp Business app. Tap Greeting message or Away message, turn sending on, write the text, choose the recipients and save. For an away message, also choose when it's sent under Schedule.
Can I set an automatic message in regular WhatsApp?
No. Greeting messages, away messages and quick replies are only available in the WhatsApp Business app.
Why isn't my greeting message being sent?
It's only sent the first time someone messages you or when they come back after 14 days of inactivity in the chat. Also check your recipient settings and that your phone has internet. If Meta's AI assistant is connected, the greeting is turned off.
Can I send the away message only outside my business hours?
Yes. Under Schedule, choose "Outside of business hours". For this option to appear, you first need to add your hours to your business profile.
How many quick replies can I have?
Up to 50. Each shortcut starts with /, can't contain spaces and is 25 characters at most.
Do automatic messages work if I use WhatsApp Web?
Yes, they're sent from your account, but WhatsApp says your phone needs an internet connection to send them. You can also use quick replies on WhatsApp Web, although there they don't support images or videos.
Can I add the customer's name to an automatic message?
Not in the WhatsApp Business app: the text is always the same. On WhatsApp Web you can use an extension like NexoPad with variables such as {{first_name}} to insert replies with the name already filled in.
What's the difference between a greeting message and an away message?
The greeting welcomes new customers or those coming back after 14 days. The away message tells people you're not available and is sent based on the schedule you choose.
Published on October 18, 202611 min read
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