WhatsApp Auto-reply: How to Set Up Automatic Replies on WhatsApp

Automatic replies aid businesses to stay responsive, even when human agents are not present. Regardless of whether you’re managing customer support queries, or onboarding new leads, or anything else,  WhatsApp auto-replies enhance the overall customer experience.  

Here, we will talk about 

• What exactly are WhatsApp auto-replies
• What is their importance
• Step by step process by using both the WhatsApp Business app & the WhatsApp Business API

What Is a WhatsApp Auto-reply?

A WhatsApp auto-reply is primarily a pre-written message which is sent automatically when someone contacts your business on WhatsApp. Rather than making the customers wait for a response, auto-replies address the incoming messages instantly and share information accordingly.

These help businesses stay responsive even when a team member isn’t immediately available. They guide the customers through to next steps, and make sure no message goes unnoticed.

WhatsApp auto-replies are commonly used to

• Greet new customers when they message for the first time.
• Share business hours or availability details.
• Confirm that an inquiry or request has been received.
• Answer frequently asked questions like pricing, location, or support links.
• Notify users when support teams are offline or experiencing delays.

Auto-replies are available on WhatsApp Business accounts only and you cannot access it on personal accounts. Businesses can set them up via the WhatsApp Business app for basic use cases and use the WhatsApp Business API for more advanced automation & personalization.

Why Businesses Use WhatsApp Auto-replies

With the growth of the message volumes, it becomes difficult to respond to every WhatsApp message manually. Auto-replies help bridge that gap without compromising customer experience.

1. Improve Customer Service

Auto-replies reassure the customers that their message has been received. A simple acknowledgment can help handle expectations around response times along with availability.

2. Save Time for Support Teams

Rather than answering the general queries repeatedly, you can leverage auto-replies for it. This frees up time for agents to work on high-priority requests.

3. Maintain Consistent Communication

Automated replies also ensure that customers get accurate, as well as consistent information every  time—regardless of when they message you.

4. Personalize Interactions at Scale

Some setups permit personalization, like using the customer’s first name or an action they took- like a recent inquiry or order, making automated messages feel more customized.

WhatsApp Business App vs. WhatsApp Business API

There are a couple of ways to set up automatic replies on WhatsApp. Choose it based on your business size, message volume, and customer communication.

Option 1: WhatsApp Business App

The WhatsApp Business app is generally considered a fine fit for small scale businesses which handle low to moderate number of customer messages everyday. Hence it is ideal if the goal is to address customers quickly, without engaging in heavy integrations.

Best for-

• Small teams and solo business owners.
• Local or service-based businesses.
• Simple use cases like welcome messages or out-of-office replies.

What it offers

• Quick & easy setup from the app itself.
• Basic automated messages e.g., greetings and away messages.
• No technical knowledge needed.

Limitations

• Limited message personalization and automation logic.
• Automated messages can only be triggered based on time rules—for example, outside business hours.
• No integration with CRMs or customer management systems.
• Cannot trigger messages based on customer actions outside WhatsApp, such as website activity or purchases.

For startups, the WhatsApp Business app generally does the work, but its limitations become visible with increase in message volume and customer expectations.

Option 2: WhatsApp Business API

The WhatsApp Business API is built for medium to large businesses that need advanced automation, deeper personalization, and integration with existing systems. The API connects WhatsApp to CRMs, support tools, as well as marketing platforms.

Best for

• Businesses handling high volumes of customer messages.
• Sales, support, and marketing teams running automated workflows.
• Organizations already using CRMs or customer data platforms.

What it offers-

• Auto-replies triggered by customer actions.
• Seamless integration with CRMs, help desks along with internal systems.
• Support for rich media—featuring images, links, buttons, & quick replies.
• Scalable messaging workflows for customer journeys, notifications as well as follow-ups.

Things to consider-

• Requires technical setup or a WhatsApp solution provider
• Customers must explicitly opt in to receive WhatsApp messages

The WhatsApp Business API is better suited for businesses that view WhatsApp as a core communication channel rather than a simple inbox.

How to Set Up Auto-replies Using the WhatsApp Business App

If you’re using the WhatsApp Business app then setting up auto-replies is straightforward.

• Step 1: Open Settings, then tap the three-dot menu for Android devices and go to settings for iOS
• Step 2: Go to Business Tools and select Business Tools from the menu
• Step 3: Choose “Away Message” then tap Away Message to start setting up your auto-reply
• Step 4: Turn On “Send Away Message” then enable the toggle for activating automatic replies
• Step 5: Write Your Message and Create a short, & a friendly message describing when customers can expect a response

• Step 6: Schedule Your Auto-reply – You can choose-
  • Always send.
  • Custom schedule.
  • Outside business hours.

• Step 7: Select Recipients, specify whether the message goes to everyone or individuals.

Once saved, your message may need verification before it becomes active.

How to Set Up Auto-replies Using the WhatsApp Business API

For businesses that are seeking advanced automation and personalized messaging at scale, the WhatsApp Business API has a greater flexibility. It helps address customers, by moving beyond simple time-based replies.

Step 1: Connect Your WhatsApp Business Account

First you need to link your WhatsApp Business account. This should be done via an approved WhatsApp Business API provider. Then, use WhatsApp for communicating with your internal systems, like CRMs, and other marketing platforms.

This is followed by the verification of your business account, which eventually enables you to send automated messages within WhatsApp’s approved framework. This setup makes sure that message delivery is not only secure, and compliant, but also scalable.

Step 2: Create Message Templates

WhatsApp needs businesses to use pre-approved message templates for automated outbound messages. These templates make sure that quality isn’t compromised and protection is kept from spam.

Templates can be designed to include-

• Text messages tailored to different scenarios
• Images or GIFs for visual context
• Clickable links to websites, tracking pages, or booking forms
• Call-to-action buttons such as “Track Order” or “Contact Support”
• Quick reply options that let customers respond with one tap

Once created, templates are submitted for WhatsApp approval before they can be used in automation workflows.

Step 3: Define Triggers

Triggers determine when an auto-reply is sent. Unlike the WhatsApp Business app, the API allows messages to be triggered by specific customer actions or events across different platforms.

Common trigger examples include

• A new customer inquiry.
• Order or payment confirmation.
• An abandoned shopping cart.
• Event registration or ticket booking.
• Support ticket creation or status updates.

This makes communication more timely, relevant, and also aligned with the customer journey.

Step 4: Add Messages to Automation Workflows

Once triggers and templates are ready, WhatsApp messages can be added to broader automation workflows. These workflows blend WhatsApp with other channels like email, SMS, and CRM notifications.

For example, a customer might receive

• A WhatsApp confirmation message following a purchase.
• A follow-up reminder later if no action is taken.
• A support update when a ticket is resolved.

By integrating WhatsApp into these workflows, businesses can provide consistent, and connected communication without manual effort, subsequently keeping conversations personal and responsive.

Common Use Cases for WhatsApp Auto-replies

Multiple businesses use WhatsApp auto-replies for handling their routine communication efficiently and they also keep conversations warm and responsive.

1. Welcome messages for new contacts

Auto-replies are often used to greet first-time customers, the moment they message a business. A simple welcome message can set expectations. You can

• • Explain what the business offers.
  • Guide users toward the next step—such as browsing products, booking a demo, or contacting support.

2. Out-of-office or holiday notices

Auto-replies help manage expectations when teams are unavailable. These messages help to inform customers about the business hours, holidays, or delayed response times, while reassuring them that their message has been received.

3. Order and booking confirmations

Many businesses use auto-replies to instantly confirm orders, appointments, or registrations. It helps to

• Reduce uncertainty.
• Cut down on follow-up questions.
• Improve the overall customer experience.

4. Feedback and survey requests 

After a purchase, support interaction, or event, automated replies can request feedback or direct customers to short surveys. This helps businesses gather insights while the experience is still fresh.

5. Company introductions and FAQs

Not to mention, auto-replies can also share basic company information, and faqs. This further allows customers to find answers quickly without waiting for a live agent.

When used thoughtfully, WhatsApp auto-replies can help 

• Keep conversations moving.
• Reduce response delays.
• Support customers without overwhelming them or sounding robotic.

Best Practices for WhatsApp Auto-replies

1. Keep messages short and clear

Auto-replies should be tailored to the point. Customers usually open WhatsApp looking for fast answers. Hence, share only the most relevant information.

2. Set realistic expectations for response times

If a human follow-up is required then clearly mention when customers can expect a reply. Whether it is “within business hours” or “within 24 hours,” having clarity helps to reduce frustration and repeat messages.

3. Avoid over-automation 

Auto-replies should support conversations, not replace them entirely. Using too many automated messages can make interactions feel impersonal. Balance automation with human responses, especially for complex or sensitive queries.

4. Always include an opt-out option for promotional messages

For marketing or broadcast-style messages, give users a simple way to opt out. 

This 

• Respects user consent.
• Builds trust.
• Helps maintain a positive brand experience on WhatsApp.

5. Review and update messages regularly

Business hours, offers, and policies change over time. Make sure to regularly review your auto-replies so that the information stays accurate as well as relevant. Outdated messages can often confuse customers and also hurt your brand’s credibility.

When set up thoughtfully, WhatsApp auto-replies improve responsiveness without sacrificing the personal and conversational feel people expect from the platform.

Bottom Line

WhatsApp auto-replies are a simple yet powerful way to improve responsiveness, save time, as well as deliver a better customer experience. 

Whether you are a small business using the WhatsApp Business app or a growing enterprise leveraging the WhatsApp Business API, these automated replies help to ensure that no message goes unanswered. 

When set up thoughtfully, they don’t replace human interaction—they support it, which makes your communication faster, clearer, and more reliable.