When is the greeting message sent?

WhatsApp can send the greeting message when a customer messages you for the first time, or after the conversation has been quiet for a while. The exact timing may vary by version, so after setting it up, test it once from another number.

Can the away message only be sent outside business hours?

No. You can set it to be always on, only outside business hours, or for a custom period such as a holiday. What matters is that it matches the business hours registered in your profile.

How is a quick reply different from an automatic message?

An automatic message is sent without any action from you, while a quick reply is a saved text that you insert yourself by typing a shortcut in the chat. It suits questions that repeat but still need a human judgment each time.

Can automatic messages get my number blocked?

Greeting and away messages, which are sent only in reply to the customer's own message, are fine. The risk comes from sending unsolicited bulk messages, not from these two tools.

WhatsApp Auto Messages: Greeting, Away, Quick Replies

Most customers we lose were not bad customers; they just got a late answer. Someone asks at ten at night, "Do you ship?" and by the time you reply in the morning, they have bought from somewhere else. On the other side, you type the same answer ten times a day: your address, your hours, how to order.

WhatsApp Business has three simple tools for exactly these two problems: the greeting message, the away message and quick replies. None of them is AI or a complicated bot; they are just texts you write once. If you are not yet familiar with the whole app, read what is WhatsApp Business.

How the three tools differ#

Tool	When it works	What it is for
Greeting message	When a new customer messages you or comes back after a while	Welcome and first guidance
Away message	When you are not available	Telling people a reply will be late
Quick reply	When you trigger the shortcut yourself	Repeated questions

The three complement each other. Greeting and away are automatic, and quick replies are semi-automatic.

Greeting message#

The greeting message is your first chance. The customer should instantly understand that their message has reached a real business and what happens next.

What a good text includes#

A hello and the business name.
One sentence about how you can help.
The approximate response time.
If needed, a mention of the catalog or website.

Example:

Prompt

Hello, and welcome to [Business name].
We've received your message and usually reply within a few minutes during business hours.
You can open our catalog to browse our products.

Avoid "press 1 for this, press 2 for that" and long lists; WhatsApp Business is not a phone menu.

Away message#

The away message prevents uncertainty. A customer who knows when they will get an answer usually waits.

Example:

Prompt

Hello, thank you for your message.
We're currently outside business hours. We'll be available from [start time] tomorrow.
If it's urgent, please explain in your message.

When setting it up, pay attention to these:

The profile's business hours and the away message schedule should match.
On public holidays or when you are traveling, set a custom period.
Keep the text short and don't make exact promises you can't keep.

Quick replies#

Quick replies are for sentences that always repeat. Each reply has a shortcut; when you type it in a chat, the full text appears and you can edit it before sending.

Examples worth saving#

Address and business hours.
How to order and pay.
Delivery method and time.
Return policy.
"Thanks for your purchase" after delivery.

Writing tips#

Choose short, memorable shortcuts such as /address or /shipping.
Each reply should cover only one topic.
If you know the customer's name, add it by hand; a fully templated message feels cold.
Review the texts every so often so the information doesn't go stale.

Combining the three tools#

A simple cycle can look like this: a new customer messages and sees the greeting; during your business hours you answer repeated questions with quick replies; and outside business hours the away message lets them know. The result is that no message goes unanswered, even if the final reply comes later.

If you put the chat link on your website or social media, these messages are the first thing visitors from that channel see. A direct WhatsApp chat link on your website shows how to create one.

Common mistakes#

A very long text: nobody reads a long automatic message.
A wrong promise: writing "within one minute" when you can't deliver.
A robotic tone: the customer knows it is an automatic message, but it doesn't have to be cold.
Forgetting to test: message from another number or phone and see what arrives.
Using it for bulk advertising: these tools are for replying, not for sending to cold contacts.

A security reminder#

The more your account is used, the more valuable it is to hackers. Automatic messages keep your customers engaged, but if the account is hacked none of them will help. Turn on two-step verification; it is explained in WhatsApp account security.

More examples for different businesses#

The texts should fit the kind of work you do. A few short ideas:

Online store: in the greeting, mention the catalog and how to order; in quick replies, include shipping terms and how to track a parcel.
In-person services (salon, clinic, repair shop): in the away message, give business hours and how to book; in quick replies, save your address and directions.
Training and consulting: in the greeting, say how to send an initial question; in quick replies, put your list of courses or open session slots.
Content creator: in the greeting, point to your channel or website; in quick replies, explain how to collaborate or order.

Test before you start#

After writing all three kinds of messages, message from another number and see exactly what arrives. Check that the away time is right, the text isn't cut off, and you like the tone of the sentences. After a few days, also look at real conversations. If customers still ask the same question, your answer in the messages isn't clear and needs editing.

When not to automate#

Not everything should be automated. Complaints, payment problems and unhappy customers need a human reply. An automatic message should only organize the entry point and reassure the customer that their message was seen. When the conversation gets serious, continue with a real name and real sentences.

Summary#

The greeting message creates the customer's first impression; keep it short, polite and with a response time.
The away message prevents uncertainty and must match the profile's business hours.
Quick replies are for repeated questions and can be edited before sending.
Test all three from another phone and keep the texts up to date.
These tools are for replying, not for sending bulk unsolicited messages.

Greeting message, away message and quick replies

How the three tools differ#