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WhatsApp has evolved from a simple messaging app into a vital channel for business communication. Customers expect instant responses, and businesses that deliver on that expectation often see a clear boost in customer satisfaction and stronger customer service metrics.
That’s where WhatsApp Business auto replies come in. They help you stay connected with your customers around the clock, even when your team is away. Setting up an auto reply isn’t just about automating messages—it’s about building trust, improving response time, and making every customer feel valued.
In this guide, we’ll walk you through everything you need to know about setting up auto replies on WhatsApp Business. You’ll learn how to create thoughtful, timely responses that enhance conversations and leave a lasting impression on your customers.
Understanding WhatsApp auto reply
Picture this — your customers are reaching out after hours, or your team is caught up handling multiple chats at once. Instead of leaving customers waiting, WhatsApp auto reply steps in to keep the conversation going.
Simply put, WhatsApp auto reply is your virtual assistant for customer conversations. It automatically sends a pre-set message when you’re unable to respond right away. Think of it as an out-of-office message, but for your WhatsApp inbox.
Why it matters for your business
For businesses using WhatsApp Business, auto replies do more than just save time. They help maintain engagement, reassure customers that their message has been received, and improve your overall response rate. You can even customise messages to match your brand’s tone or set them to trigger only during specific hours.
By using this feature effectively, you ensure no customer feels ignored—strengthening trust and maintaining seamless communication even when your team isn’t online.
Choosing how to send automatic replies on WhatsApp
There are two main ways to send automatic replies on WhatsApp:
- Through the WhatsApp Business app
- Using the WhatsApp Business API via an official partner platform like Trengo
Both options help you respond automatically to your customers, but they differ in flexibility, scalability, and control. Let’s look at how each one works and which is right for your business.
WhatsApp Business app: simple and effective for small teams
If you’re running a small business and need a straightforward solution, the WhatsApp Business app is a great starting point. You can easily set up away messages, greeting messages, or quick replies for FAQs—all within a few taps.
Benefits of the WhatsApp Business app:
- Quick and easy to set up, no technical skills needed
- Ideal for handling basic customer communication after hours
- Perfect for small teams managing moderate message volumes
Limitations:
- Automated replies are limited to specific times and message types
- You can’t customise responses based on customer behaviour or preferences
- Requires a stable internet connection to send replies
- Lacks CRM integration and customer data storage options
If your goal is to stay responsive with minimal setup, this version works well. But as your business grows and your customer interactions become more complex, the API offers much more flexibility.
WhatsApp Business API: automation with scalability and control
The WhatsApp Business API connects your WhatsApp account with an advanced platform like Trengo—helping you automate at scale, personalise interactions, and track performance through customer service metrics.
What you can do with the API:
- Trigger automated replies based on specific customer actions or keywords
- Send personalised messages like order confirmations, delivery updates, or event reminders
- Re-engage customers with follow-ups such as price-drop alerts, loyalty rewards, or appointment reminders
- Integrate WhatsApp with your CRM, helpdesk, or other business tools for seamless workflows
Why it’s ideal for growing businesses:
- Offers full control over automation and personalisation
- Helps maintain consistent customer communication across channels
- Provides better insight into engagement and response performance
- Enables data-driven improvements in customer service metrics
With the API, WhatsApp becomes part of your larger communication strategy—helping you manage messages more efficiently, deliver timely updates, and create more meaningful connections with customers.
How to set up auto replies in the WhatsApp Business app
If you’re using the WhatsApp Business app, setting up an automatic reply is simple and takes only a few minutes. This is a great option for small teams who want to make sure customers receive timely responses—even outside business hours.
Here’s how you can create an auto reply using the away message feature.
Step-by-step guide to enable WhatsApp auto replies
1. Open your WhatsApp Business settings
On Android, tap the three dots in the top-right corner of your screen and choose Settings. On iPhone, go straight to the Settings tab at the bottom of the screen.
2. Go to “Business tools”
In the menu, select Business tools to access your automation options.
3. Select “Away message”
Tap Away message under the messaging tools section. This is where you can create and manage your auto replies.
4. Turn on “Send away message”
Switch on the toggle button to activate automatic replies.
5. Write your message
Create a short, friendly message that lets customers know you’re away but will respond soon. For example:
“Thanks for reaching out! Our team is currently offline but will get back to you during business hours.”
6. Schedule when your message should send
Choose when your auto reply will be active:
- Always on: Ideal if you’re unavailable for an extended period, like during holidays.
- Custom schedule: Perfect for planned breaks, meetings, or specific offline hours.
- Outside business hours: Automatically triggers when your business is closed, based on your set hours.
7. Choose your recipients
Decide who will receive the auto reply. You can select everyone, specific contacts, or contacts not in your address book.
8. Save your changes
Once everything looks good, tap Save. Your away message will start sending automatically when the conditions are met.
Pro tip
Keep your message short, polite, and reassuring. A simple confirmation that their message was received can make customers feel acknowledged and improve your overall customer service metrics.
How to set up auto replies with the WhatsApp Business API
If your business handles a large number of conversations, the WhatsApp Business API is the best way to manage them efficiently. It allows you to send automatic replies for almost any situation—from greeting new customers to sharing order confirmations or event reminders.
Before you begin, make sure your customers have opted in to receive WhatsApp communication. Once that’s done, you can create and automate messages directly through a trusted platform like Trengo, which connects seamlessly with the WhatsApp Business API.
Step-by-step guide to creating API-based auto replies
1. Connect your WhatsApp Business account to Trengo
Start by linking your verified WhatsApp Business account with Trengo’s omnichannel platform. This connection allows you to send, receive, and automate WhatsApp messages securely using the API.
2. Create your auto reply template
Design your automated messages inside Trengo. You can include:
- Text, emojis, or media files such as images, videos, or GIFs
- Dynamic placeholders like the customer’s name or order number
- Quick reply buttons for faster engagement (for example: “Track my order” or “Speak to support”)
- Call-to-action buttons leading to your website, contact form, or social channels
Keep your message clear, friendly, and consistent with your brand tone. For example:
“Hi {{name}}, thanks for reaching out! We’ve received your message and will get back to you shortly. You can also track your order here: [link].”
Pro tip: Always include an option to stop receiving updates if your message is part of a campaign. This helps maintain customer trust and ensures compliance with WhatsApp’s messaging policies.
3. Add your message to an automation workflow
This is where Trengo’s automation tools truly shine. You can trigger your auto reply based on different customer actions—such as:
- When a customer sends their first message
- After a purchase or payment confirmation
- When someone abandons a cart on your website
- On birthdays, anniversaries, or renewal reminders
You can even combine WhatsApp messages with other communication channels—like email or chat—inside one workflow.
Why use Trengo for API-based automation
With Trengo, you can go beyond simple replies. The platform lets you:
- Monitor customer service metrics to see which messages perform best
- Customise automation flows to match your customer journey
- Keep your entire team aligned in one shared inbox
By setting up auto replies through the WhatsApp Business API and Trengo, you give your customers faster, more personal communication—without adding pressure to your team.
Using WhatsApp chatbots for smarter auto replies
When your team is juggling multiple conversations, a WhatsApp chatbot can help keep every customer engaged without missing a beat. It automates responses, answers frequently asked questions, and ensures that customers receive instant support—no matter the time of day.
Why use a WhatsApp chatbot for auto replies
1. Provide round-the-clock support
Your customers don’t stop messaging when your business hours end. A chatbot ensures they still get a quick response, even when your team is offline. This creates a consistent experience and builds trust over time.
2. Reduce response times
Chatbots reply instantly to common questions—like delivery updates, product details, or booking confirmations—saving your team valuable time while improving customer satisfaction.
3. Lower operational costs
By handling repetitive tasks automatically, chatbots reduce the workload on your support team. This helps you save costs while allowing agents to focus on complex or high-value conversations.
4. Boost lead generation and nurturing
A WhatsApp chatbot doesn’t just answer questions—it also guides customers along their journey. Whether it’s sharing pricing details, collecting contact information, or suggesting next steps, chatbots help turn interest into action.
5. Support multiple languages
Serving a global audience? No problem. WhatsApp chatbots can respond in multiple languages, helping your business stay accessible and inclusive across markets.
How Trengo makes it even better
Trengo’s no-code flowbot builder lets you design powerful WhatsApp chatbots that work exactly the way your business does. You can create automated replies, personalise interactions using customer data, and even connect your chatbot with your CRM or helpdesk.
This means you can measure key customer service metrics, track performance, and continue improving your automation over time—all from one unified platform.
Final words
Auto replies on WhatsApp Business are more than just automated messages—they’re a simple way to keep customers engaged, informed, and appreciated. Whether you choose to set them up through the WhatsApp Business app, API, or a chatbot, automation helps you deliver faster responses and maintain consistent communication across every touchpoint.
With Trengo, you can take this one step further. Our platform makes it easy to automate WhatsApp messages, build chatbots, and monitor customer service metrics—all from one shared inbox. That means less manual work for your team and more meaningful interactions for your customers.
Ready to see it in action? 👉 Book a free demo and discover how Trengo can help you set up smarter auto replies that keep your customers happy 24/7.
Frequently Asked Questions (FAQs)
What is WhatsApp Business auto reply and how does it work?
WhatsApp Business auto reply is a feature that sends automated responses when you’re unable to reply in real time. You can set it to send greeting messages to new customers or away messages during off-hours. In the WhatsApp Business app, this is managed within the settings. With Trengo, you can take it further—customising automated messages, connecting them to multiple channels, and ensuring customers receive timely responses even if you’re offline.
Can I create both greeting messages and away messages in WhatsApp Business?
Yes. The WhatsApp Business app allows you to set up:
- Greeting messages – Sent when a customer messages you for the first time or after 14 days of inactivity.
- Away messages – Sent automatically when you’re unavailable.
With Trengo, you can also add AI-powered variations, use personalisation, and trigger these messages based on more advanced conditions.
How do I schedule auto replies to send only outside business hours?
In the WhatsApp Business app, you can schedule away messages to send:
- Always
- Custom schedule
- Outside business hours (based on the hours you set in the app)
- Using Trengo, you can create advanced schedules and rules—such as sending different auto replies depending on the time zone of the customer or the nature of their query.
Can WhatsApp auto reply send different messages to new and existing customers?
In the native app, the functionality is limited. You can set a single greeting message, but it can’t vary between new and existing customers. Trengo, however, allows segmentation—so first-time customers might get a welcome offer, while returning customers receive personalised follow-ups or loyalty messages.
Can I personalise my WhatsApp auto reply with the customer’s name?
Yes. With the WhatsApp Business API and tools like Trengo, you can dynamically insert a customer’s name or other details into the auto reply. This makes the interaction feel more personal and engaging, rather than a generic automated message.
How do I send different auto replies for different customer queries?
The WhatsApp Business app itself doesn’t support this level of automation. However, with the WhatsApp Business API via Trengo, you can use keyword detection or AI to understand the query and send a relevant auto reply—such as shipping updates, pricing information, or product recommendations.
What’s the difference between auto replies in WhatsApp Business app and WhatsApp Business API?
- WhatsApp Business app – Best for small businesses, limited automation, basic greeting/away messages.
- WhatsApp Business API – Designed for larger-scale operations, allows advanced automation, personalisation, and integration with platforms like Trengo for centralised communication.
Can I use third-party tools to create more advanced WhatsApp auto replies?
Yes. By connecting the WhatsApp Business API to platforms like Trengo, you can design advanced conversational flows, personalise responses, and integrate with CRMs, help desks, and other business systems. This enables you to create multi-step, AI-powered auto replies that go beyond the basic settings in the WhatsApp Business app.
