How to Set Up Auto-Replies in WhatsApp Business: A Step-by-Step Guide

Auto-reply in WhatsApp is an essential tool for businesses looking to stay connected with their customers and provide a seamless customer experience. This feature, however, is not available on the regular WhatsApp application. Instead, businesses can take advantage of WhatsApp Business Solutions, which include the WhatsApp Business App, WhatsApp Business API, WhatsApp Cloud API, and WhatsApp Web For Business.

In this article, we'll be exploring the various ways to set up auto-replies in WhatsApp, and the benefits of doing so for businesses of all sizes. Whether you're a local business communicating with customers via the WhatsApp Business App, or a larger enterprise utilizing WhatsApp's Business APIs to automate your customer interactions, we've got you covered.

We'll start by taking a closer look at the WhatsApp Business App and how it allows you to set up away messages and auto-replies for off-office hours. For businesses looking for advanced WhatsApp automation, we'll delve into WhatsApp's Business APIs and how you can deploy a WhatsApp Chatbot to handle customer inquiries and support 24/7.

By the end of this article, you'll have a comprehensive understanding of the WhatsApp auto-reply feature and how it can benefit your business. So, if you're ready to take your customer service to the next level, let's get started!

What is the Auto Reply Feature in WhatsApp?

As the name suggests, WhatsApp auto reply is a feature that allows you to set automated responses for customers in WhatsApp Business. The feature is specially designed for businesses that use WhatsApp Business as their primary customer service channel and want to actively engage with their customers even when they are not around to answer inquiries personally. This way, customers receive an automatic response when they send a message, and their inquiries don't go unanswered.

With auto reply, you can create 'away messages' or greet new customers with a welcome message. The feature is only available on the WhatsApp Business app or API and cannot be used on the regular WhatsApp app.

Why You Should Use Auto Reply Feature on WhatsApp?

As customers expect immediate communication through instant messaging, businesses often face challenges in meeting those expectations due to limited operating hours, shortage of manpower, and long waiting queues. To solve these challenges, WhatsApp has introduced the auto-reply feature, which allows businesses to improve response times and increase customer satisfaction. By using auto-replies, businesses can set response time expectations, make a strong first impression on new customers, and collect important information through pre-chat surveys. This feature helps businesses manage customer service 24/7, ensuring that they are always available for conversation with clients, no matter the time of day or night. Let's look at the upsides to using the auto-reply feature in WhatsApp in detail:

• Instant Communication: People expect instant communication through messaging and instant gratification is becoming the norm. With auto-replies, businesses can improve their response times and provide customers with immediate acknowledgement of their inquiries.
• Set Response Time Expectations: Businesses can use auto-replies to inform customers about their availability and set expectations for response times. This helps avoid frustration and disappointment among customers who expect immediate responses.
• Strong First Impression: With auto-replies, businesses can create a warm welcome message that makes a strong first impression on new customers.
• Collect Customer Information: Auto replies can also be used to collect customer information with a pre-chat survey that agents can follow up on.
• Eases the Workload: Handling the inbox on a daily basis can be overwhelming for businesses. The WhatsApp auto-reply feature makes it possible for businesses to focus on other tasks while also taking care of their customers' needs. When quick automated messages are sent, businesses have time to provide solution-oriented responses in case of any service disruptions.
• No More Frustration: Automated messages help avoid frustration among customers who might assume that their inquiry has been overlooked if they do not receive a reply.
• Better Client Relationships: Immediate acknowledgement of customer inquiries helps to build better relationships with clients. Studies have shown that 51% of customers would not return if they had a terrible experience. Auto replies can help businesses reduce this risk.
• Available 24/7: Auto replies ensure that you're always available to engage with the customers, no matter the time of day or night or even if it's a weekend.

Now that we’ve laid down why you should use the auto-reply feature in WhatsApp, let’s take a look at how to set up auto-reply in your WhatsApp account.

How to Set Up Auto Reply in a WhatsApp Account?

You can set up auto-reply messages on your WhatsApp account in two ways. These are:

1. Using WhatsApp Business App
2. Using WhatsApp Business API

Using WhatsApp Business App

WhatsApp Business App is a free-to-use tool that allows local businesses to communicate with customers, set up a product/service catalogue, and send important notifications. With this app, you can also automate basic business greetings and away messages during your off-hours, which act as an auto-reply option.

Using WhatsApp Business API

WhatsApp Business APIs are designed to help medium and large businesses automate their business conversations and send reminders and notifications. With WhatsApp Business API's Chatbot, you can automate customer responses and provide 24/7 customer service.

You can get WhatsApp Business API by signing up with DoubleTick. DoubleTick comes packed with premium WhatsApp marketing features such as a shared team inbox, unlimited WhatsApp messaging with live analytics, Chatbot, AI-Powered commerce bot, third-party app integration, and much more. 

Next, let's walk you through the step-by-step process to set up auto reply in WhatsApp. Let’s begin with WhatsApp Business App.

How to Set up Auto Reply in WhatsApp Business App?

Auto Reply is an essential feature for businesses that use WhatsApp as their primary customer service channel. It allows businesses to engage with customers even outside of working hours, building trust, authenticity, and credibility with them. For instance, if you're unable to respond to messages at graveyard times, your customers may switch to your competitors. But with the Auto Reply setting, your customers will receive an instant response, even if you're unavailable.

Most businesses operate for a limited number of hours each day, but customers may send messages to you at a time that's convenient to them. This is where WhatsApp Business's auto-reply feature comes in handy. The "away" messages are automated responses that inform customers that you have received their message but are currently unavailable. These auto-replies can be scheduled at desired times, ensuring that you don't neglect a customer's message, even in the middle of the night. 

Assuming you have already set up a WhatsApp Business Account, simply follow the steps outlined below to activate the auto-reply feature in WhatsApp Business App:

Note:

You can only automate three kinds of responses in the WhatsApp Business App such as away messages, greeting messages and quick replies.

Step 1:  Open the WhatsApp Business app on your Android or iPhone.

Step 2: From the "menu" tap on "Settings" and select "Business Tools".

Step 3:  Tap on "Greeting message", "Away message" or "Quick replies" depending on the type of message you wish to schedule.

Step 4: Draft the message in the text field 

Step 5: Select the recipient and tap on "Schedule"

You can set a custom schedule basis the operating hours of your business.

There are three different options to schedule your auto-reply in WhatsApp Business:

Note: 

This feature is exclusively for setting up your Away message auto-reply and you have three options to choose from.

So, you've set up an auto-reply on your WhatsApp Business account and now it's time to choose the perfect schedule for your away message auto-reply. Here are three different options to schedule your auto-reply in WhatsApp Business:

The "Always Send" Option: This is perfect for when you'll be out of the office for an extended period. Set this option to let your customers know that your replies may be delayed. These messages will be sent on repeat until you manually turn them off.

The "Custom Schedule" Option: Got a lunch break or meeting coming up? Use the custom schedule option to specify the start and end time for your "away" message. Your customers will be informed that support is temporarily unavailable but will return at a specified time.

The "Outside of Business Hours" Option: If a customer sends a message after your business hours, this option will automatically trigger an away message based on the hours specified in your WhatsApp Business profile. Now no need to worry about missing a message from a late-night customer.

How to Select the Recipients

Now that you've got the perfect schedule for your Auto Reply messages, it's time to choose who'll receive them. You've got a few options to choose from, so let's dive in.

You can choose to send your Auto Replies to:

Everyone: Send your Auto replies to anyone and everyone who tries to get in touch with you when you're out of the office or after business hours. 

Everyone not in address book: Only send Auto Replies to people who aren't in your address book - this is a perfect option if you're trying to connect with new customers. 

Everyone except: This option sends your Auto Replies to everyone, except the contacts you specifically choose not to receive them. 

Only send to: In this case, only the contacts you've selected will receive your Auto Replies. Perfect for reaching out to new customers who aren't in your address book yet.

A couple of important things to keep in mind:

1. Don't forget to hit that "Save" button after making changes.
2. Your Auto Reply messages will only be sent if you're connected to the internet.

Limitations of Using Auto Reply Feature in WhatsApp Business App

When it comes to the WhatsApp Business App, while it's free to use, there are some limitations to the features offered. While it's designed to help small businesses, it doesn't have the full range of WhatsApp marketing automation and third-party integrations that you might find in other business tools.

For instance, with WhatsApp Business, you're limited to setting an away message for specific off-hours, whereas, with WhatsApp Business API, you have the added convenience of a 24/7 working advanced WhatsApp chatbot. Plus, only the WhatsApp API supports verified business profiles, adding an extra layer of reliability and trust for your customers.

So, if you're looking for more comprehensive automation, the WhatsApp Business API may be the better choice for you. But for small businesses looking for a simple way to communicate with customers, the free WhatsApp Business app is a great starting point!

And now, before we dive into setting up an auto-reply in WhatsApp Business API, let's take a quick look at some of the limitations associated with the WhatsApp Business App to ensure a smooth sailing experience.

• It's built for SMEs with a moderate message volume, not suitable for full-fledged support automation
• Can't reply interactively to customer queries as the auto-reply feature is limited to Away and Greeting messages
• No API interface or integration with CRM systems or any third-party apps is possible
• No WhatsApp-verified business badge
• Only works during pre-determined non-working hours
• Only one person can use the app at a time and requires an active internet connection
• The Auto-reply feature has limited templates and is not customizable
• Customer engagement is solely through phone
• Can't use auto-reply feature for specific scenarios like customer support or promotions

To counter these business challenges WhatsApp has launched an advanced version of WhatsApp Business i.e WhatsApp Business API, that lets you schedule, automate or send unlimited WhatsApp messages and a lot more.

Keep reading as we're going to unfold how you can set up auto-reply using Whatsapp Business API.

How to Set Up Auto Reply in WhatsApp Using Whatsapp Business API

Setting up auto-reply in WhatsApp Business App is all good, but what if you could take it up a notch with an advanced chatbot that'd answer customer queries for you 24/7?

Auto-reply in WhatsApp Business App has never been easier! With the advanced WhatsApp Business API, you can take your customer service game to the next level. Gone are the days when you'd only be able to let your customers know that you're not available at the moment. Say hello to 24/7 customer support, powered by advanced chatbots!

A chatbot is the ultimate auto-reply solution for your WhatsApp business. With the ability to answer base-level FAQs and transfer chats to a human agent when necessary, you can provide real-time responses to customers all over the world, regardless of time zone or availability.

Think about it: a customer texts you about buying a shirt and has questions about size. With the regular auto-reply feature, you'd only be able to tell them that your store is closed and they can message you in the morning. But with an AI Powered WhatsApp Chatbot, your customer can have a full conversation with the bot, getting all their questions answered and even completing the sale!

And that's just the beginning! The WhatsApp Business API also allows you to use interactive rich messages with CTA buttons. You can send multimedia files, documents of any kind, and professional catalogues with multiple images. You can send unlimited broadcast messages without getting blocked and can keep track of your message analytics. Along with the bulk broadcast, you can also send template messages like order updates and marketing notifications. Plus, with the shared team inbox, you can assign chats to your business rep and keep track of their customer communication approach. Of all, the best part is one number can be used by all your teammates to provide round-the-clock support.

In short, the WhatsApp Business API offers a comprehensive solution for all your auto-reply needs. With a WhatsApp Chatbot, your customers can reach out to your company anytime, anywhere, without having to worry about time zones or availability. This chatbot serves as the ultimate auto-reply solution for WhatsApp. Upgrade your customer service game and never miss an opportunity to impress your customers again!

How to Set Up Auto Reply in DoubleTick Whatsapp Business API

Follow the below step-by-step process to set up auto reply in DoubleTick WhatsApp Business API.

Step 1: Open the DoubleTick App > click on "menu" and then click on "Bot"

Step 2: You'll get 3 types of pre-made flows: "Welcome Bot", "Stop Bot", and "Order Booking Bot". Kindly select the one you want to go ahead with.

Step 3: On the new window, either select the premade keywords from the list for which you want to send the message or add keywords of your choice to define a Workflow in the message.  

Step 4: Now edit the final message and save.

Congratulations! You've successfully set the auto-reply on your DoubleTick WhatsApp Business API.

Note:  

Welcome Bot: Use this bot when you want to greet your new/old customers.  

Stop Bot: Use this bot when a user unsubscribes/opt-out from your WhatsApp updates. 

Order Booking Bot: Use this bot for your commerce/business-related updates.

Now that we’ve demonstrated how to set up auto-reply in WhatsApp, you can start sending auto-reply messages in WhatsApp with DoubleTick. Sign up and connect your WhatsApp API account to get started today.

Benefits of WhatsApp Chatbot

WhatsApp Chatbot offers several benefits, including:

• 24/7 Availability: The chatbot can respond to customer inquiries at any time, even outside of business hours.
• Increased Efficiency: The chatbot can handle a high volume of customer inquiries simultaneously, freeing up employees to focus on other important tasks.
• Improved Customer Experience: With quick and accurate responses, customers receive the information they need in a timely manner, improving their overall experience with the company.
• Cost Savings: Automating customer service through a chatbot can reduce the cost of hiring and training customer service representatives.
• Better Data Management: The chatbot can collect and store customer data, providing valuable insights into customer behaviour and preferences which can be utilized to optimize business operations.
• Personalization: The chatbot can use customer data to personalize interactions, improving customer engagement and loyalty.
• Improved Lead Generation: A chatbot can automate the lead generation process, capturing customer information and directing them towards the appropriate sales or customer service representative.
• Increased Sales: By providing instant responses to customer inquiries, chatbots can help to convert more sales and increase overall revenue.

How to Get a WhatsApp Chatbot

To start sending auto-reply messages in WhatsApp, you must first get a WhatsApp API-approved WhatsApp Business number. To do this you'll have to sign-up with a WhatsApp Business API solution provider that suits your business needs. 

Note that not all WhatsApp API providers offer chatbot integration. DoubleTick, however, offers an AI-Powered advanced WhatsApp chatbot in addition to the WhatsApp Business API.

How to Get DoubleTick?

Kindly email us at grow@quicksell.co or click below to schedule a FREE DEMO to learn about DoubleTick’s features and pricing plans.

Now transform WhatsApp into the ultimate sales engine to delight customers and drive revenue with DoubleTick!

Why DoubleTick?

If you're looking for the best MarCom tool that can function as a WhatsApp marketing tool as well as a CRM then DoubleTick is the best business solution for you. 

DoubleTick is WhatsApp 3.0 designed to empower your sales team to sell more in less time. An all-in-one solution, DoubleTick has everything that you've been looking for in a salesforce tool. Here are a few of the top reasons to sign up with DoubleTick WhatsApp Business API.

1. Bulk broadcast your messages and catalogue to unlimited saved and unsaved contacts
2. Automate WhatsApp marketing by scheduling your broadcast messages
3. Detailed broadcast analytics report to track your WhatsApp marketing broadcast campaign metrics in real-time
4. Single WhatsApp number for your entire company with a cloud-based team inbox and role-based access
5. End-to-end automated catalogue sharing and order booking via AI-Powered Commerce BOT
6. WhatsApp Automation via AI-powered active chatbot that can answer customers’ queries, send automated anniversaries & birthday wishes, abandoned cart notifications, pending balance reminders, bills and all kinds of alerts to customers
7. Choose your favourite tools such as Shopify, Zapier, WooCommerce etc. and integrate them with DoubleTick in just a few clicks
8. Super intuitive, easy to use and mobile-friendly
   
9. 24/7 Customer support is available on call, WhatsApp or email 

Wanna know more about DoubleTick? 

Read it here - What is DoubleTick and How This Could Be Your Greatest WhatsApp Marketing and Sales Tool 

Congratulations! You've Now Got a WhatsApp Chatbot

DoubleTick provides an efficient solution for your WhatsApp Business by enabling you to deploy a smart chatbot that is active 24/7 to engage with the customers, no matter the time of day or night or even if it's a weekend.

As the most cost-effective WhatsApp Business API provider, DoubleTick offers a comprehensive solution, including bulk message broadcast. CRM integration, advanced Chatbots, AI-Powered advanced commerce Bot, and a unified dashboard to manage all customer interactions.

Book a FREE DEMO today to see the magic of DoubleTick WhatsApp Business API.

Use Cases of WhatsApp ChatBot

There are numerous use cases of a WhatsApp Chatbot, some of the most common include:

Customer Service: A chatbot can handle frequently asked questions and provide instant replies to customer inquiries.

Lead Generation: A chatbot can interact with potential customers, gather information, and pass it on to the sales team.

Marketing: A chatbot can be used to send promotional messages, updates, and special offers to customers.

Appointments and Bookings: A chatbot can help schedule appointments and bookings, freeing up time for staff.

Order Management: A chatbot can handle orders, provide updates on delivery status, and assist with returns.

Feedback and Surveys: A chatbot can gather customer feedback and survey responses in real time.

Healthcare: A chatbot can provide healthcare information and support, triage patients, and schedule appointments.

Education: A chatbot can provide students with instant access to course information, schedules, and resources.

These are just a few examples, the possibilities of using a WhatsApp Chatbot for auto-reply are endless, it all depends on the needs of the business.

Best Practices

When it comes to setting up an automated reply function for your WhatsApp Chatbot, crafting the content is key. Here are some best practices to follow:

• Be Specific: Instead of saying "We will reply to you as soon as possible", provide a specific timeframe, such as "We will be replying within 6 hours".
• Establish a Style Guide: Establish a unified language tone and message structure that reflects your brand image and makes it easy for customers to identify your business. Avoid industry jargon, use a friendly tone, and stick to short, concise and clear responses.
• Keep it Relevant: Make sure that your auto-reply messages are relevant to the customer’s query and provide value.
• Be Timely: Ensure that your auto-reply messages are sent within a reasonable time frame after a customer sends a query.
• Provide Next Steps: Let customers know what they can expect next. For example, you can tell them you'll send a report within 48 hours of receiving their complaint. This shows customers that you're well-prepared and that their concerns are heard.
• Provide Essential Information: Provide essential information such as business hours, location, and contact details in your auto-reply messages.
• Personalize: Personalize your automated message by including your customer's name, which can have a big impact on making your customer feel valued.
• Offer Alternative Contact Methods: Provide other ways for customers to get in touch, such as your store location or phone number.
• Incorporate Visual Elements: Visual elements are important to most customers, with 55% of B2C content creators indicating that they should be prioritized. Consider incorporating images or graphics to help break up large blocks of text and make your message more engaging.
• Test and Refine: Regularly test and refine your auto-reply messages to ensure that they are providing value to your customers and achieving your desired outcomes.

How to Stop Auto Reply on WhatsApp

Follow the below steps to stop the auto-reply feature in the WhatsApp Business App:

1. Open the WhatsApp Business app on your phone
2. Go to the Settings menu
3. Tap on the "Business Settings" option
4. Under the "Auto Reply" section, turn off the toggle switch next to "Auto Reply."

To stop auto-reply in the WhatsApp Business API, you may need to contact your API provider for instructions on how to stop the auto-reply feature as the method may vary depending on the provider.

WhatsApp Business Auto Reply Message Templates

Please note that these are just templates and you should personalize them according to your business, offers and local laws and regulations.

Away Auto Reply Message

1. Thank you for your message. Our team is currently unavailable, but we'll get back to you within 24 hours. Thank you for your patience.
2. This is an automatic response to let you know that our team is currently not available. We appreciate your message and will respond to you within 24 hours.
3. Our team is out of the office at the moment. We'll do our best to respond to your message within 24 hours. Thank you for your understanding.

Out-of-office Message

1. Thank you for reaching out. I am currently out of the office and will not be available until [date]. I will respond to your message as soon as possible upon my return.
2. I am currently on leave and will not be checking my emails. I will respond to your message upon my return on [date]. Thank you for your understanding.
3. This is an automatic response to let you know that I am currently out of the office. I will not be available until [date]. I will respond to your message as soon as I can.

General Replies

1. Thank you for contacting us. Our team will respond to your message shortly. We appreciate your patience.
2. This is an automatic response to let you know that we've received your message. Our team will be in touch with you shortly.
3. We appreciate your message and will respond to it as soon as possible. Thank you for reaching out to us.

Out of Business Hour Message

1. Thank you for reaching out to us. Our business hours are [timings]. We'll get back to you during our next business day.
2. This is an automatic response to let you know that our business hours are [timings]. We will respond to your message as soon as we can during our next business day.
3. Our team is currently unavailable as we are closed for the day. We'll respond to your message during our next business day [timings]. Thank you for your understanding.

Delayed Response Auto Reply Message

1. Thank you for your message. Due to the high volume, our response time is longer than usual. We'll get back to you as soon as we can.
2. This is an automatic response to let you know that our response time is currently delayed. We appreciate your patience and will respond to your message as soon as possible.
3. We apologize for the delay in response. Due to a higher-than-usual volume of messages, it may take us a bit longer to get back to you. Thank you for your understanding.

Holiday Auto Reply Message

1. Thank you for your message. Our office is currently closed for the holiday. We'll respond to your message as soon as we can upon our return.
2. This is an automatic response to let you know that our office is closed for the holiday. We will not be available during this time. We'll respond to your message as soon as we can upon our return.
3. Our team is currently out of the office celebrating the holiday. We'll respond to your message as soon as we can upon our return. Thank you for your understanding.

Support/Ticket Replies

1. Thank you for reaching out to our support team. Your request has been received and a representative will be in touch with you shortly.
2. This is an automatic response to let you know that your support request has been received. Our team will be in touch with you soon to assist you further.
3. We appreciate your message and are here to help. A member of our support team will be in touch with you shortly to assist you with your issue.

Service Outage Notification

1. We are currently experiencing a service outage. Our team is working to resolve the issue as quickly as possible. We apologize for any inconvenience this may have caused.
2. This is an automatic response to let you know that our services are currently unavailable due to a technical issue. We are working to resolve the issue and will update you as soon as possible.
3. We apologize for the inconvenience, but our services are currently down. Our team is working on resolving the issue and we will provide an update as soon as possible.

Greetings Message

1. Thank you for reaching out to us. How may we assist you today?
2. This is an automatic response to let you know that we've received your message. How can we help you today?
3. We appreciate your message and are here to assist you. How can we help you today?

Event-based Message

1. Thank you for your message. We're excited to announce our [event name] taking place on [date and time]. We hope to see you there!
2. This is an automatic response to let you know about our upcoming [event name] taking place on [date and time]. We hope you can join us!
3. We're thrilled to announce our [event name] taking place on [date and time]. We hope to see you there! Let us know if you have any questions.

Frequently Asked Questions

Question: Does DoubleTick offer a free trial?

Answer: Yes, we do offer a demo account that you can play with. Download the DoubleTick App to test with a demo account.

Question: What’s DoubleTick’s pricing plan? 

Answer: Kindly email us at grow@quicksell.co or Click here to book a free demo with us to learn about DoubleTick’s features and pricing plans.

Question: How many team members can I add to my DoubleTick account?

Answer: You can add unlimited team members to DoubleTick.

Question: In how many days will the DoubleTick setup be ready for my WhatsApp Business account?

Answer: If your Meta Business Manager is verified, you can get started with DoubleTick within 5 minutes. If however, you need help with Meta Business Manager verification, we can help you with that, and the process will take around 3 days to a week depending on how ready you are with your documents as well as the response time from Meta.

Question: Can I use my existing number for DoubleTick?

Answer: Yes, you can use your existing number with DoubleTick. However, we would recommend that you use a new number instead of using an existing one to ensure smooth operations for your business.

Question: Can I use my WhatsApp business app number and DoubleTick number at the same time?

Answer: No, at a time you can use only one account. Data from your WhatsApp business account will be erased once you switch to DoubleTick. 

Question: To how many customers can I shoot the broadcast messages?

Answer: There is no restriction. You can create unlimited broadcast groups and shoot messages to unlimited contacts. However, Meta might restrict you if a lot of customers mark your message as spam. The best practice is to enable the STOP bot on DoubleTick and send your templates with a STOP quick reply message so that people who are not interested in your communication can easily press STOP to get opted out instead of reporting your number as SPAM to WhatsApp.

Question: Can I automate and schedule broadcast messages?

Answer: You can automate WhatsApp messages and schedule broadcasts with DoubleTick.

 Question: Does DoubleTick come with a bulk contact upload feature?

Answer: Yes, you can simply upload an excel file having contact details to the dashboard and shoot messages in bulk to unlimited customers. 

Question: How many devices does DoubleTick support?

Answer: An unlimited number of devices can be used with DoubleTick. However, access to the number of accounts will be based on your subscription.