WhatsApp Auto-Reply Templates

Customers treat WhatsApp like a conversation with a friend: they expect an answer in minutes, at any hour. An auto-reply does not solve that expectation, but it buys you certainty about what happens next.

Every good auto-reply does three things:

1. Acknowledges the message
2. Sets a specific expectation ("within 2 hours," not "ASAP")
3. Gives the customer something to do meanwhile

How to set up auto-replies in WhatsApp Business (2 minutes)

1. Open WhatsApp Business → tap ⋮ → Business tools.
2. Greeting message: turns on for first-time contacts and after 14 days of silence.
3. Away message: set your schedule (always, custom hours, or outside business hours).
4. Quick replies: save up to 50 templates behind shortcuts like /price.

App vs API

• WhatsApp Business app (free): one number, one/two devices, static text replies. Good for small shops.
• WhatsApp Business API (via platform): multiple agents, integrations, automated flows, AI-driven replies. Needed when replies must contain actual answers.

Rule of thumb: if two or more people need to answer the same number, or you want replies with real answers, you’ve outgrown the app.

Greeting Messages (first contact)

1. Standard greeting:

Welcome to [Business]! Thanks for messaging us. A team member replies within [X time]. Meanwhile, tell us what you need and include your order number.

2. Menu greeting:

Hi! You've reached [Business]. Reply with a number: 1 for order status, 2 for products, 3 for returns, 4 for anything else. We reply within [time].

3. E-commerce greeting:

Welcome to [Store]! Catalog: [link]. Already ordered? Send your order number. A human replies within [time].

Away Messages (outside working hours)

4. Honest after-hours:

Thanks for your message! We're back [day/time]. You're first in line. Send your order number now.

5. Weekend:

Hi! We're off for the weekend, back [day/time]. For urgent issues, email [address] marked URGENT.

6. Holiday:

Season's greetings! Closed for [holiday] until [date]. Orders ship starting [date].

7. Eid/Ramadan variants:

Eid Mubarak! Closed until [date].
Ramadan Kareem! Support hours are [adjusted hours].

High-volume and Delay Messages

8. Backlog:

We're receiving more messages than usual. Replies take up to [X hours]. Queue saved.

9. Launch/Sale day:

It's [sale/launch] day. Every message answered within [X hours]. Stock/prices: [link].

Order and Logistics Messages

10. Order received:

Order confirmed! [#] is being prepared. Delivery: [date range].

11. Shipping update:

Good news: order [#] has shipped with [courier]. Track: [link].

12. COD confirmation:

Your COD order [#] is confirmed for [date]. Total: [amount]. Reply CHANGE if needed.

Lead Capture and Sales Messages

13. Pricing question:

Thanks for asking about [product]! Pricing within [time]. Meanwhile, what will you use it for?

14. Demo/consultation booking:

Thanks for your interest! Book here: [link]. Or reply with a good time.

Support-Specific Messages

15. Ticket acknowledgment:

We've created ticket [#]. Specialist replies within [time].

16. Escalation holder:

Your issue needs a specialist. Expect reply from [team] within [time].

Re-engagement Messages

17. Follow-up:

Hi [Name], we answered your question. Did that solve it? Reply YES or tell us more.

18. Abandoned conversation:

Hi [Name], you asked about [product]. It's still available. Answer: [answer]. Want us to hold one?

Five Rules for Good Auto-Replies

1. Promise only what you hit.
2. Update seasonal messages the day they expire.
3. One auto-reply per conversation.
4. Never fake being human.
5. Give the customer a job.

Mistakes That Make Customers Leave

• Greetings that are three paragraphs before useful info
• Away messages with no return time
• Menus with nine options
• Links to desktop-only pages
• Promising a human who never arrives

When Auto-Replies Stop Being Enough

Auto-replies buy time but cannot check orders or answer product questions. When quick replies grow past 30 shortcuts, it’s time for an AI agent.

Aura AI on WhatsApp, live chat, and email answers in English and Arabic, with 500 AI credits monthly and no per-resolution fees.