It's 9:45 PM. You've finally finished working for the day, and your phone lights up.
"Hi, how much do you charge?"
Five minutes later, another message arrives.
"Are you open tomorrow?"
Then someone else wants to know whether you offer delivery, and a potential client is asking how to book a consultation.
You want to respond because these could be paying customers. But you also can't spend every evening answering the same questions.
That's where WhatsApp Business can make a difference.
With a few simple settings, you can welcome new customers, let people know when you're unavailable and save answers to frequently asked questions.
You don't need to hire someone to monitor your messages around the clock, and you don't need an expensive chatbot to get started.
Here's how to set up WhatsApp Business auto-replies and use them without making your business sound like it's being run by a robot.
First, what's the difference between WhatsApp and WhatsApp Business?
Regular WhatsApp is designed primarily for personal messaging.
WhatsApp Business is designed for businesses that communicate with customers through the app.
It includes useful features such as a business profile, business hours, product or service catalogues where available, chat labels and messaging tools.
The basic WhatsApp Business app is free to download.
One important distinction: the WhatsApp Business app is not the same thing as the WhatsApp Business Platform, which supports more advanced messaging integrations and automation for eligible businesses.
For a small business that simply wants to organise customer enquiries and respond more efficiently, the app is often a sensible place to begin.
The three messaging features you should know
WhatsApp Business includes three particularly useful messaging tools.
1. Greeting messages
A greeting message automatically welcomes customers when they contact your business for the first time or return after a period of inactivity.
For example:
"Hi! Thanks for contacting Bright Studio. We're happy to help. Tell us a little about what you're looking for, and we'll get back to you as soon as possible."
It's a simple acknowledgement that lets customers know they've reached the right business.
2. Away messages
An away message automatically responds when you're unavailable, based on the schedule and recipient settings you choose.
For example:
"Thanks for your message! We're currently closed. Our business hours are Monday to Friday, 9 AM to 5 PM. We'll respond when we're back."
This is particularly useful if customers regularly message outside your working hours.
3. Quick replies
Quick replies are saved messages you can insert into a conversation using a shortcut.
For example, you could save your pricing enquiry response under /pricing.
Instead of typing the same explanation every time, you insert the saved message and edit it if necessary.
Quick replies are not automatic responses. You still select and send them yourself.
This distinction matters because each feature solves a different problem.
Step 1: Set up your WhatsApp Business profile
Before configuring automatic messages, make sure your business profile is complete.
Download WhatsApp Business from the appropriate app store and follow the setup instructions.
You'll need a telephone number to register the account. If you currently use that number with regular WhatsApp, review the account migration and backup instructions carefully before making changes.
Once your account is ready, open your business profile settings.
Add the information customers are likely to need, such as:
Your business name.
A short business description.
Your website, if you have one.
Your business email address.
Your business hours.
Your business address, if applicable.
Keep the description straightforward.
Instead of writing:
"We are a dynamic and innovative organisation dedicated to delivering world-class solutions."
Tell people what you actually do.
For example:
"We design websites, organise business systems and provide ongoing operational support for small businesses."
That's much more useful to someone deciding whether to contact you.
Make sure the information matches your website and other business profiles.
Step 2: Turn on your greeting message
Now let's set up your first automatic response.
In the WhatsApp Business mobile app:
Open the Tools section.
Select Greeting message.
Turn on Send greeting message.
Tap the message field and write your greeting.
Choose which recipients should receive it.
Save your changes.
Depending on your device and app version, some menu labels or locations may look different.
You can choose to send greetings to everyone or select more specific recipient groups.
What should your greeting message say?
A good greeting should accomplish three things.
It should welcome the customer, confirm they've reached the correct business and make the next step clear.
Here's an example for a service business:
"Hi! Thanks for contacting [Business Name]. We'd love to hear what you're working on. Tell us which service you're interested in, and someone from our team will respond as soon as possible."
For a retail business:
"Hello! Welcome to [Store Name]. Thanks for messaging us. Let us know which product you're interested in, and we'll help you with availability and ordering."
Notice that neither message tries too hard to sound impressive.
It's a conversation, not a formal business letter.
Will WhatsApp send the greeting every time?
No.
WhatsApp Business greeting messages are generally sent when someone contacts the business for the first time or messages again after 14 days of inactivity in that chat.
If a customer messages you every day, they shouldn't keep receiving the same welcome message with every conversation.
That makes the feature more useful and less repetitive.
Step 3: Set up an away message
A greeting message is useful when customers first contact you.
But what about evenings, weekends, holidays or times when you simply can't respond?
That's where an away message comes in.
To set it up:
Open WhatsApp Business and go to Tools.
Select Away message.
Turn on Send away message.
Write the message customers should receive.
Choose your preferred schedule.
Select the recipients.
Save.
WhatsApp Business provides scheduling options such as:
Always send: Useful when you're temporarily unavailable and want an away response active throughout that period.
Custom schedule: Lets you set a specific period for the message to be sent.
Outside business hours: Sends the away response outside the hours listed in your business profile.
The last option is particularly useful for businesses with a regular schedule.
Just remember that your business hours must be configured correctly for that option to work.
Step 4: Write an away message that sets realistic expectations
A good away message shouldn't simply say, "We're unavailable."
It should let customers know what happens next.
For example:
"Thanks for reaching out! Our team is currently offline. We'll review your message when business hours resume and get back to you as soon as we can."
If you typically respond within one working day, you can say so, provided you're able to meet that expectation.
Avoid promising a response within five minutes if nobody will be available for another twelve hours.
That only creates frustration.
And if you operate internationally, be thoughtful about your business hours.
A customer in another country may be messaging you during their normal working day, even though it's late at night where you're based.
You don't need to be available around the clock, but customers should understand when they can expect a response.
Step 5: Create quick replies for common questions
Now let's deal with the questions you answer repeatedly.
Think about the messages your business receives most often.
They might include:
"How much does it cost?"
"How do I book?"
"What services do you offer?"
"Where are you located?"
"How long does delivery take?"
Instead of typing the same response every time, you can save it as a quick reply.
To create one:
Open Tools in WhatsApp Business.
Select Quick replies.
Choose the option to add a new reply.
Enter your message.
Assign a shortcut, such as /services.
Save.
When you're chatting with a customer, you can type / to access your saved replies.
Choose the appropriate response, make any necessary edits and send it.
It's a small feature, but it can save considerable time when you're handling multiple enquiries.
5 WhatsApp Business message examples you can customise
Not sure what to write? Here are five messages you can adapt to your own business.
Example 1: General welcome message
Suggested use: Greeting message
"Hi! Thanks for reaching out to [Business Name]. We're glad you're here. Let us know what you need help with, and we'll get back to you as soon as possible."
This works well for businesses receiving different types of enquiries.
Example 2: After-hours response
Suggested use: Away message
"Thanks for your message! We're currently outside our regular business hours. Our team is available Monday to Friday, 9 AM to 5 PM. We'll respond when we're back online."
Replace the hours with your actual schedule.
Example 3: Service enquiry
Suggested shortcut: /services
"Thanks for your interest! We offer [brief list of services]. If you tell us a little about what you're looking for, we can recommend the best next step."
This encourages the customer to explain their needs rather than sending them a long list of packages immediately.
Example 4: Pricing enquiry
Suggested shortcut: /pricing
"Our pricing depends on the service and what's involved. Could you share a few details about what you need? We'll be happy to provide more information or a quotation."
If you offer fixed-price packages, include the relevant starting prices instead.
Don't make customers jump through unnecessary hoops to get information that's already publicly available.
Example 5: Booking a consultation
Suggested shortcut: /booking
"Thanks for your interest in working with us! You can book a consultation using this link: [Booking Link]. Choose a time that suits you, and we'll take it from there."
This is particularly helpful if you've already connected an online scheduling system to your website.
You can direct customers to your booking page without having to arrange every appointment manually.
Step 6: Organise conversations with labels
Automated messages help with the initial response, but they don't automatically organise every enquiry.
That's where labels can help.
WhatsApp Business allows you to label conversations, making it easier to identify customers at different stages.
For example, you might use:
New Enquiry
Awaiting Quotation
Follow-Up Needed
Active Client
Completed
Imagine you receive ten new enquiries during the week.
Three people request quotations, four need additional information and the remaining three are ready to book.
With labels, you can identify which conversations need attention instead of repeatedly searching through your chat history.
Keep your labels simple.
Creating twenty different categories might seem organised, but it becomes difficult to maintain if you can't remember which label to use.
And remember that labels are only useful if you actually update them.
Step 7: Add your WhatsApp link to your website
Once your messaging tools are configured, make it easy for customers to contact you.
You can create a WhatsApp link using the standard format:
Replace yourphonenumber with your full international telephone number, without the plus sign, spaces or punctuation.
For example, a number written as +1 555 123 4567 would use:
You can add your WhatsApp link to your website's contact page, a relevant call-to-action button or other places where customers may want to enquire.
Some businesses also use QR codes that open a WhatsApp conversation when scanned.
Before publishing the link, test it from a different device.
Make sure it opens a chat with the correct number and that the contact experience works as expected.
Step 8: Test your auto-replies
It's easy to turn on an automatic message and assume everything is working.
But settings can be overlooked.
Ask someone to send your business a message from another WhatsApp account.
Check whether the greeting appears under the appropriate conditions.
Then test your away message during a period covered by its schedule.
Review the wording, timing and recipient settings.
WhatsApp's help documentation also notes that the phone running WhatsApp Business needs an active internet connection for greeting and away messages to send.
If an expected message doesn't appear, check your connection, app version and selected recipients before assuming the feature is broken.
Testing only takes a few minutes and helps prevent customers from receiving the wrong information.
What WhatsApp Business auto-replies can't do
This is worth understanding before you start.
The built-in greeting and away messages are helpful, but they're not full customer service automation.
They don't automatically understand every question or hold detailed conversations with customers.
For example, if someone writes:
"I'm looking for a five-page website, but I also need online payments and a booking form. How much would that cost?"
A basic greeting or away message won't assess the project and produce a personalised quotation.
You or someone on your team still needs to respond.
If you want more advanced capabilities, such as structured conversation flows, CRM integrations or chatbot-assisted customer support, you may need additional tools or an approved WhatsApp Business Platform solution.
Those systems can involve extra setup, costs and messaging rules.
Start with the basic features and move to more advanced automation when you have a clear reason to.
Common WhatsApp Business mistakes to avoid
Using the same generic message for everything. A greeting and an away message should serve different purposes.
Promising instant responses when nobody is available. Be clear about when your team can reply.
Making messages too long. Customers don't need a full company introduction every time they contact you.
Forgetting to update business hours. Your away messages should reflect your actual availability.
Treating quick replies as automatic messages. They're shortcuts for messages you still choose to send.
Leaving enquiries without follow-up. An automatic greeting is not a substitute for responding to a potential customer.
Trying to automate every conversation. Some enquiries need a real discussion, especially when customers have specific requirements.
Automation should help your business communicate better, not make customers feel like they're talking to a wall.
Where FirstGen can help
At FirstGen Pro VAs, we believe small business owners shouldn't have to spend their entire day switching between messages, spreadsheets and disconnected tools.
We help businesses organise their digital workflows, from website contact forms and booking systems to client intake processes and more structured enquiry management.
If WhatsApp is one of the main ways customers contact your business, we can help you look at how those conversations fit into your wider operations.
That might mean making it easier for customers to enquire through your website, setting up a clearer process for handling new leads or connecting suitable tools as your business grows.
Explore our Business Systems & Setup services or book a free consultation to discuss how your current workflow could be improved.
And if you're not ready for anything complicated, start with one thing today.
Set up your away message.
The next time someone contacts your business after hours, they'll know their message has reached you, and you'll have one less thing to worry about before the next working day.
Frequently asked questions
Can WhatsApp Business send automatic replies?
Yes. The WhatsApp Business app supports automatic greeting and away messages. It also offers quick replies, which are saved responses you send manually.
Is WhatsApp Business free?
The basic WhatsApp Business app is free to download and use. Advanced messaging services, integrations and certain business features may involve additional charges.
How do I set an automatic reply on WhatsApp Business?
Open the WhatsApp Business mobile app, go to Tools and select either Greeting message or Away message. Enable the feature, customise the text, choose the recipients and save your settings.
Can I schedule WhatsApp Business auto-replies?
Yes. Away messages can be configured to run on a custom schedule, outside your business hours or continuously while enabled.
Why isn't my WhatsApp Business auto-reply working?
Check that the feature is enabled, your device has an internet connection, the recipient settings are correct and the message is scheduled for the appropriate time. Greeting messages also follow WhatsApp's first-contact and inactivity rules.
Can WhatsApp Business automatically answer customer questions?
The basic app can send predefined greeting and away messages, but it doesn't automatically generate detailed answers to every customer question. More advanced automated conversations generally require additional tools or WhatsApp Business Platform capabilities.
