The three kinds of WhatsApp auto reply
| Type | Fires when | Business app | API |
|---|---|---|---|
| Greeting message | Someone messages you for the first time, or after 14 days | Yes | Yes |
| Away message | A message arrives outside the hours you set | Yes | Yes |
| Keyword reply | The message contains a word you chose, such as 'price' | No | Yes |
| Routing reply | A message is assigned to a person or team, and the customer is told | No | Yes |
The Business app covers the first two, from one phone, while the phone is on. The WhatsApp API covers all four, from a server, for a whole team.
Set up auto reply on the WhatsApp Business app
Greeting message
- Open WhatsApp Business, tap the three dots, then Business tools.
- Tap Greeting message and switch it on.
- Write the message. Keep it to three lines.
- Under Recipients choose Everyone, or exclude saved contacts.
- Save.
Away message
- Business tools, then Away message, switch it on.
- Under Schedule pick Outside of business hours. This uses the hours in your business profile, so set those first.
- Write the message with the exact time you reopen.
- Save.
Set up auto reply on the WhatsApp API
On the API the reply is sent by software connected to your number, so it runs whether or not anyone is at a desk. In Boldally Chat the setup is:
- Business hours per team, so the away reply matches who is actually working.
- Greeting and away replies, with the same wording rules as the app.
- Keyword replies: a word or phrase, and the message or file to send back. “price” returns the price list, “track” asks for the order number.
- Routing: messages matching a rule land with the right teammate, and the customer gets a short note that someone has picked it up.
Every reply lands in the shared inbox with the rest of the conversation, so the human who follows up sees what the customer was already told.
30 WhatsApp auto reply examples
Swap the business names, hours and numbers for yours. Each one tells the customer what happens next, which is the whole job of an auto reply.
Greeting messages
Sent to a first-time contact, or someone silent for 14 days. Say who you are and when they will hear back.
General
Hi, thanks for messaging Arora Sweets. We reply within 30 minutes during 10am to 8pm. Tell us what you need and we will take it from here.Online store
Welcome to Kaira Home. For order help, send your order number. For anything else, just ask. A real person replies within the hour, Monday to Saturday.Clinic
Thanks for contacting Dr. Mehta's Clinic. To book, send your name and a preferred day. For emergencies please call 98xxxxxxxx. We reply during clinic hours, 9am to 6pm.Coaching institute
Hi, this is Ascent Academy. Ask about batches, fees or demo classes and our counsellor will reply shortly. Office hours are 9am to 7pm.Real estate
Thanks for your interest in Skyline Residency. Share your budget and preferred location and we will send matching options today.Agency
Hi, you have reached Northstar Digital. Send a line about your project and one of the founders will reply within a working day.
Away messages
Sent outside business hours. Give the opening time, not 'soon'.
Closed for the day
Thanks for your message. We are closed right now and open again at 10am. Leave your question here and it will be the first thing we answer.Weekend
We are off for the weekend and back on Monday at 9am. Orders placed now are processed Monday morning.Public holiday
Our team is off today for Diwali. We are back on 22 October. Wishing you and your family a happy festival.Lunch break
We are on a short break and back at 2:30pm. Your message is saved and we will reply as soon as we return.High volume
We are getting more messages than usual today. Replies are taking up to 2 hours. Thanks for your patience, you have not been forgotten.Urgent alternative
We are closed until 9am. For anything urgent about a delivery due today, call 98xxxxxxxx.
Orders and delivery
Keyword replies on the API. Trigger on 'order', 'track', 'delivery', 'return'.
Order status
To check an order, reply with your order number (it starts with KH-). We will send the current status and tracking link.Delivery time
Orders within Delhi NCR arrive in 1 to 2 days. Rest of India in 3 to 5 days. You will get a tracking link the moment it ships.Return or exchange
Returns are accepted within 7 days of delivery. Reply with your order number and a photo of the item, and we will start the return today.Payment confirmation
Got it. Once your payment reflects, usually within a few minutes, you will get an order confirmation here.
Appointments and bookings
For clinics, salons, consultants and institutes.
Booking request
To book an appointment, send: your name, the service, and a preferred day and time. We will confirm within 30 minutes during working hours.Reschedule
No problem. Reply with a new day and time that works and we will move your booking.Before a visit
Reminder: your appointment is tomorrow at {time}. Reply YES to confirm or NO to reschedule. Please arrive 10 minutes early.Demo class
Demo classes run every Saturday at 11am. Reply DEMO with the student's name and class to reserve a seat.
Pricing and lead replies
Trigger on 'price', 'cost', 'rate', 'catalogue', 'brochure'.
Price list
Here is our current price list: {link}. Prices include GST. Reply with the item name for stock and delivery time.Custom quote
Pricing depends on quantity and finish. Send the quantity you need and a photo or description, and we will quote within 2 hours.Brochure
Here is the brochure for Skyline Residency: {link}. Floor plans and payment plans are on pages 4 to 7. Want to schedule a site visit?Course fees
Fees for the 2026 batch: Foundation ₹24,000, Advanced ₹36,000, payable in 3 instalments. Reply CALL and a counsellor will phone you today.
Festive and seasonal
Update these a week ahead, then remove them after.
Diwali orders
Happy Diwali from all of us at Arora Sweets. Gift boxes are open for pre-order until 18 October. Reply BOX for the menu.Sale period
Our end-of-season sale is on until Sunday. Replies may take a little longer than usual. Sale items and sizes: {link}.New year
Thanks for a great year. We are closed 31 December and 1 January, and back on 2 January at 10am.
Support and stock
Trigger on 'stock', 'available', 'help', 'complaint'.
Out of stock
That item is currently out of stock. Reply NOTIFY and we will message you the day it is back, usually within 2 weeks.Complaint
Sorry about that. We take this seriously. Share your order number and what went wrong, and a manager will reply personally within the hour.Human handoff
Passing this to Ritu from our support team. She will reply here shortly. You will not need to repeat anything.
What makes a good auto reply
- A real time, not “soon”. “Within 30 minutes” or “when we open at 10am”. If you cannot promise a time, promise a day.
- One next step. Send your order number, pick a day, call this number if urgent. Not four.
- Your name in the first line. People message several businesses at once. Remind them which one you are.
- Three lines or fewer. It is a receipt, not a brochure.
- Then actually reply. The auto reply buys you an hour. It does not buy you a day.
Mistakes to avoid
- Selling in the auto reply. Someone asking about a late delivery does not want to hear about the new collection.
- Auto replying to every message in a conversation. On the app the greeting fires once per 14 days, which is right. If you build keyword replies on the API, make sure a match does not fire again on the customer’s follow-up.
- Stale festive messages. A Diwali away message in November says nobody checks the settings.
- Unofficial auto reply apps. Android apps that read notifications and reply through the personal WhatsApp app break Meta’s terms. Numbers get banned for it. Use the Business app or the official API.
Common questions
Does normal WhatsApp have an auto reply?
No. The personal WhatsApp app has no automatic replies. You need the free WhatsApp Business app for greeting and away messages, or the WhatsApp Business API for keyword replies, routing and replies that run when the phone is off.
What is the best auto reply message for WhatsApp Business?
One that tells the customer when a real person will reply, and gives them one thing to do in the meantime. For example: 'Thanks for messaging Arora Sweets. We reply within 30 minutes during 10am to 8pm. Send your order or ask a question and we will take it from here.' Keep it under three lines.
Will WhatsApp auto reply work if my phone is off?
On the Business app, no. Greeting and away messages are sent from the phone, so it must be on and connected. On the API the automation runs on a server, so replies go out regardless of any phone.
Can I set different auto replies for different questions?
Not on the Business app, which has one greeting and one away message. On the API you can reply based on keywords ('price', 'hours', 'track'), on the time of day, on whether the person is a new or existing contact, or hand the chat to a specific teammate.
Do auto replies cost money on the WhatsApp API?
An auto reply is a service message, sent inside the 24-hour window that opens when the customer messages you. Those are free until 30 September 2026. From 1 October 2026 Meta charges service messages at the utility rate for the country, which in India is a fraction of a rupee per message.
Is an auto reply the same as a chatbot?
An auto reply is one fixed message in response to a trigger. A chatbot carries a conversation with branches and, often, a menu. Most small businesses need the first and a couple of keyword replies, not the second.
Keep reading
- How to set up automatic replies on WhatsAppThe short how-to, with settings paths.
- WhatsApp message template examplesApproved-style templates for messages you send first.
- WhatsApp click-to-chat link generatorPrefill the first message so your auto reply can match it.
- Boldally Chat featuresKeyword replies, business hours and routing on the API.