The WhatsApp auto reply is a helpful feature that allows businesses to automate responses to incoming messages. In Malaysia, it has become popular among businesses to streamline customer communication and improve efficiency.
By setting up auto greeting messages, businesses can provide prompt replies, even when unavailable. This article will guide you on how to set up auto reply on WhatsApp for your business. Let’s get started!
What is auto reply on WhatsApp?
Auto-reply WhatsApp is a WhatsApp Business feature that can help answer incoming messages automatically, and you can adjust it according to business needs.
You can use the WhatsApp auto-reply feature to send greeting messages, away messages in WhatsApp, or quick replies. Customers no longer have to wait long and can easily connect with your business.
To use the auto reply WhatsApp, you need to have an Official Business account or WhatsApp Business API.
About WhatsApp Business
WhatsApp Business is an application specifically for business owners.
Unlike WhatsApp Messenger, WhatsApp Business has many features that can support your business operations.
You can get WhatsApp Business for free on Play Store or App Store.
WhatsApp Business API
WhatsApp Business API is an upgraded version of WhatsApp Business. The features of the WhatsApp API are also more diverse and more sophisticated.
The features on the WhatsApp API are perfect for those of you who have a medium to large-scale business because they can help accelerate your business and integrate it with the open Application Programming Interface (API).
You only can get the WhatsApp Business API through a Business Solution Provider (BSP) or Official WhatsApp Partner in your country.
What is the difference between auto reply in WhatsApp Business or WhatsApp Business API?
WhatsApp Business and WhatsApp API both have the WhatsApp auto-reply feature. However, the auto-reply features of the two have differences.
The auto-reply feature on WhatsApp Business only can send greeting messages, quick replies, and away messages in WhatsApp.
Meanwhile, the auto-reply feature in the WhatsApp Business API has a rotator that can forward customer questions automatically to the Customer Service team.
Auto-reply on the WhatsApp API also has a WhatsApp chatbot that helps answer customer questions in real time.
|Auto Reply in WhatsApp Business||Auto Reply in WhatsApp Business API|
|Only send greetings, quick replies, and away messages on WhatsApp.||More advanced, it allows you to send automatic messages and forward customer questions to customer service using a rotator.|
|Best for small businesses and specific support needs.||Ideal for larger businesses that require more advanced features and API integration.|
|Free to download on Play Store or App Store.||Available through Business Solution Providers or Official WhatsApp Partners.|
|Limited functionality compared to the API version.||Offers advanced features and sophistication.|
|Does not include a chatbot feature.||Includes real-time chatbot for customer questions.|
How to set auto reply in WhatsApp
As previously mentioned, you can use auto reply in two ways: by using WhatsApp Business or WhatsApp Business API.
4 Easy steps to set auto reply in WhatsApp
Step 1. Open WhatsApp Business and go to Settings
Open the WhatsApp Business app on your device and log in to your business account. You can sign up first if you don’t have an account yet.
Then, tap the three dots in the upper right corner of your account and select Settings.
Step 2. Choose a Business feature
To set up an automatic reply in WhatsApp, you need to select the messaging feature and choose the type of message you want to set. Under Settings, tap on Business Features.
Step 3. Edit the content of your message
To activate auto-reply, you can edit the message you want to send to prospects/customers who contact you.
- Away message: The message will be sent to the person who calls outside your working hours.
- Greeting message: This feature will automatically welcome new prospects/customers.
- Quick replies: You can organize and save answers from frequently asked questions, so you don’t have to bother typing the same answer for every question that comes into your account.
Step 4. Schedule your messages and choose the recipient
The next step is to schedule your messages. You can choose the time to send an automatic message to WhatsApp as needed.
- Always send: Select this option if you’re unavailable for a long time.
- Custom schedule: Choose this option to send the message only during specific times.
- Outside of business hours: This option lets you send messages outside your business hours. Set up your business hours in your business profile for this option.
Finally, choose the recipient you want to send the automatic message WhatsApp to:
- Everyone: Send the message to everyone who texts you after business hours.
- Everyone not in the address book: Send the message to numbers outside your contact list.
- Everyone except: Send messages to everyone except a few contacts.
- Only send to: Send messages to specific contacts.
Also Read: How to Fix WhatsApp Business Not Working?
How to set up auto reply in WhatsApp Business API?
Step 1. Use a WhatsApp Business API account
To use the auto-reply on the WhatsApp Business API, you need to have a WhatsApp API account.
If you don’t have one yet, then you can register your business with an Official WhatsApp Partner such as Mekari Qontak.
The Mekari Qontak team will gladly help you to get a WhatsApp API account for your business.
Step 2. Enter the Qontak.com chat panel
You will be provided with credentials to use when logging in to the Qontak chat panel. The menu appearance of agents/admins and supervisors after logging in will be different.
Agents can reply to incoming messages, while supervisors can monitor incoming messages and make some settings related to the auto-reply system.
Step 3. Select the Settings option
At this stage, you can enter the ‘Settings’ option on the left, then click the ‘Chat’ option to set the auto-reply system and message templates.
Step 4. Create an auto-reply message template
Proceed by selecting the ‘Template’ option and creating an auto-reply message template as needed.
Apart from creating message templates, you can also set office hours and tags to help customers get answers to their questions easily and quickly.
Note: You can also ask the Mekari Qontak team to help build an auto-responder system, working hours, various templates, and tags practically.
Auto Reply WhatsApp Message Examples
WhatsApp auto-reply messages can be valuable for businesses to let their customers know that they are unavailable or unable to respond. Here are some examples of auto-reply messages for different situations:
1. Welcome Message
“Welcome to [Your Business Name]! Thank you for contacting us on WhatsApp. Our team is here to assist you. How can we help you today?”
2. Operating Hours
“Hello! Our business hours are [Business Hours]. We’re currently closed, but we’ll be back to assist you during our regular hours. In the meantime, browse our website for more information.”
3. Order Confirmation
“Hi there! We’ve received your order #[Order Number]. Thank you for choosing [Your Business Name]. Your order is being processed, and you’ll receive updates shortly.”
4. Appointment Confirmation
“Thank you for scheduling an appointment with [Your Business Name]. Your appointment for [Date and Time] is confirmed. Please let us know if you need to reschedule or have any questions.”
5. Product Information
“Hello! Are you interested in our products? Visit our website [Website URL] for detailed product information, pricing, and customer reviews. If you have any specific questions, feel free to ask!”
6. FAQs and Support
“For answers to common questions, please check out our FAQs section on our website [Website URL]. If you need personalized assistance, reply with ‘Support,’ our team will get back to you.”
7. Special Promotions
“Good day! Don’t miss out on our special promotion this week! Visit our website [Website URL] to discover exclusive offers. Hurry, these deals won’t last long!”
8. Feedback and Reviews
“Your feedback is important to us! If you’ve recently interacted with [Your Business Name], we’d love to hear about your experience. Please reply with your feedback. Thank you!”
9. Event or Webinar Details
“Hi there! We’re hosting an exciting event/webinar on [Date and Time]. Get all the details and RSVP on our website [Website URL]. We look forward to your participation!”
10. Custom Contact Options
“Thanks for reaching out to [Your Business Name]. To contact sales, reply ‘Sales.’ For support, reply ‘Support.’ To speak with a representative, reply ‘Talk to a Rep.'”
What are the benefits of using auto-reply WhatsApp?
1. 24/7 Customer Service Solutions
Automated reply WhatsApp can respond whenever customers need it without being limited by business operating hours.
These questions were answered quickly and in real time. So it can speed up the resolution of customer problems.
2. Safe to use
WhatsApp has end-to-end encryption security where all incoming and outgoing messages are guaranteed confidentiality.
Users and businesses involved in the conversation can view the contents of the chat.
3. Improving customer relations
Automated reply WhatsApp can build responsive and proactive conversations with customers.
You can design a conversation flow to personalize one of them with the greeting message feature to create better relationships with customers.
4. Easily gather feedback from customer
The customer service team can use automated reply WhatsApp to ask for feedback from customers.
It means you can understand customer needs and use them as material in developing business improvement strategies.
Auto-reply WhatsApp can respond automatically for 24 hours non-stop.
Businesses can reduce customer service operational expenses, such as telephone costs and employee salaries.
6. Increase sales
Most customers get recommendations and solutions from answers given by the auto-reply feature without the need to go through the customer service team.
It shows an increase in customer experience affects a better reputation.
Best Practices of Auto Reply on WhatsApp
Setting up auto reply messages on WhatsApp is a powerful tool, but to make the most of it, it’s essential to follow best practices. Here are some tips to help you optimize your use of auto reply:
1. Customize Your Messages
Generic responses can be impersonal and ineffective. Tailor your auto reply messages to the context and audience. This will create a more personalized experience for your contacts.
2. Set Appropriate Response Times
Timing is crucial when using auto replies. Ensure that your responses are sent promptly, but not excessively. Too many auto-replies in quick succession may annoy your contacts.
3. Manage Auto Replies During Off-Hours
If you use auto replies for business, be sure to adjust your settings to reflect non-working hours, weekends, or holidays. This prevents your contacts from receiving automated responses when you’re not available.
4. Provide Helpful Information
If the auto reply serves an informative purpose, make sure it contains valuable information or directs the user to where they can find what they’re looking for.
5. Test and Update
Regularly review and update your auto reply messages to ensure they remain relevant. Test different messages and observe the response rates to fine-tune your approach.
By following these best practices, you can harness the power of auto reply on WhatsApp to enhance your communication and engagement with your contacts.
Limitations of using auto reply WhatsApp Business
- WhatsApp Business is for local small businesses and has more limited features.
- Anyone can download the WhatsApp business app. It means no verification shows that it is your business.
- You can only use the same auto-reply message template in WhatsApp Business.
- You cannot integrate WhatsApp Business with CRM software or other third-party applications.
- WhatsApp auto-reply only works during specified off-hours.
How much does auto reply WhatsApp cost?
There is no fee to use the auto-reply feature on WhatsApp Business and WhatsApp Business. It means you can use it for FREE. You can learn more about WhatsApp Business pricing here.
However, if you want to use it on the WhatsApp Business API to get more benefits, you should have a WhatsApp API account. You can find out more about WhatsApp Business API pricing here.
Want to try auto reply WhatsApp? Claim your free account demo here!
For all of you who want to try the WhatsApp API auto-reply feature for FREE, it is your chance!