The free WhatsApp Business app has three built-in automatic tools: a greeting message for new customers, an away message for when you are busy or closed, and quick replies you send with a shortcut. Find them under Settings → Business tools. They send the same fixed text to everyone, so when customers ask different questions about prices, timings or availability, you need an AI receptionist that can answer each question.
Before you start
You need the WhatsApp Business app (not regular WhatsApp) with your business number. Menu names can change slightly between app versions; look under Settings → Business tools on Android or iPhone.
1. Greeting message
A greeting message is sent automatically when a customer messages you for the first time, or after a long gap without messages.
- Open WhatsApp Business → Settings → Business tools → Greeting message.
- Turn on Send greeting message.
- Write a short message: who you are, your timings, and what to send. For example: Hi, thanks for contacting Lakshmi Salon! We're open 10 am–8 pm, Tuesday to Sunday. Send the service and day you'd like.
- Choose who receives it (everyone, or a selected list) and save.
2. Away message
An away message replies when you cannot: outside business hours, on holidays, or always.
- Go to Settings → Business tools → Away message.
- Turn on Send away message and write the text.
- Under Schedule, choose Always send, Custom schedule, or Outside of business hours (set your hours in the business profile first).
- Save.
3. Quick replies
Quick replies are saved answers you send yourself by typing / and a shortcut, such as /price or /location.
- Go to Settings → Business tools → Quick replies → Add.
- Type the message and a shortcut word, and save.
- In any chat, type / and pick the reply.
What these tools cannot do
| Customer sends | Away message replies | What the customer wanted |
|---|---|---|
| "Rate for hair spa?" | We're closed, we'll reply soon | The price |
| "Can I come at 7 tomorrow?" | We're closed, we'll reply soon | A slot |
| "Do you have parking?" | We're closed, we'll reply soon | Yes or no |
Fixed auto-replies are useful, but they cannot answer. Customers who need an answer now often message the next business on their list.
When to move to an AI receptionist
- You get the same price and timing questions every day.
- Enquiries come in at night or while you are busy with customers.
- More than one person replies from the same number.
- Customers also message you on Instagram or your website.
An AI receptionist answers each question from your approved price list, collects booking details, and hands the chat to your team when needed. Meta has also added its own Business AI to the WhatsApp Business app; see how it compares.
Frequently asked questions
Is WhatsApp Business auto reply free?
Yes. Greeting messages, away messages and quick replies are free in the WhatsApp Business app.
Can WhatsApp auto reply answer different questions?
No. Each tool sends one fixed message. To answer different questions automatically you need an AI tool such as Meta's Business AI or an AI receptionist.
Can I set auto reply only outside business hours?
Yes. In Away message, choose Outside of business hours, after setting your hours in your business profile.