WhatsApp has become an essential communication tool for businesses to connect with customers. With over 2 billion users worldwide, WhatsApp presents a significant opportunity for companies to provide customer support, share product updates, run promotions and more through messaging. One useful WhatsApp feature for businesses is auto reply, which allows you to set up automated responses to handle frequently asked questions and common customer inquiries when you are unavailable.
Why Use WhatsApp Auto Reply for Business
There are several key reasons businesses should consider using auto reply on WhatsApp:
- Instantly respond to customers even when you’re busy or away from phone
- Provide quick answers to common questions to satisfy customers
- Save time spent repeatedly answering the same inquiries
- Ensure customers don’t wait long for a response and have a good experience
- Appear more professional with fast, automated replies
- Route customers to relevant information like your website, social profiles or contact options
- Let customers know when to expect a response from a real person
- Drive engagement by prompting followers to get in touch
- Collect customer information with call-to-actions to fill out forms
Setting up WhatsApp auto responses allows small businesses to efficiently manage interactions at scale and enhance customer service, even without a large team.
Step 1: Create Canned Responses
The first step in setting up WhatsApp auto reply for business is to create a list of canned responses to common questions or messages customers may send. These pre-written messages will be sent automatically when keywords are detected. Think about the types of inquiries you get regularly and craft 2-3 sentence replies that provide helpful information or direct customers to other resources.
Some examples of canned responses include:
- “Thanks for your message! Our office hours are 9am-5pm Monday to Friday. I’ll get back to you as soon as possible.”
- “Hi there! You can view our full menu and updated hours on our website www.cafe.com. Let me know if you have any other questions!”
- “Appreciate you getting in touch. To learn more about our products and services, check out www.store.com or feel free to call 123-456-7890”
Keep canned responses conversational but concise. You can always follow up later with more detailed answers if needed. Automated messages should guide customers to helpful resources or provide an estimated response time.
Step 2: Get a Business WhatsApp Number
To set up auto reply on WhatsApp, you need a business account with a dedicated phone number. Here are two ways to get a business WhatsApp number:
- Link to existing business account: If you already use WhatsApp on your phone with a personal number, you can convert it to a business account and get a new number. Just open WhatsApp, go to Settings > Business Settings > Convert to Business Account. Follow the prompts and you’ll get a new business number.
- Create new business account: You can create a new business WhatsApp account from scratch. Download the WhatsApp Business app on your phone. When prompted, enter your business information like name, address and category. WhatsApp will provide you with a new number.
Make sure you have a dedicated SIM card inserted in your device to activate the business number. Confirm the number is working and you can send/receive WhatsApp messages on it.
Step 3: Set Up Auto Reply in WhatsApp Business
Once you have a business WhatsApp account set up, you can enable auto replies by following these steps:
- Open WhatsApp Business and tap the Menu icon (3 dots) > Business Settings > Autoresponders
- Tap Create Autoresponder
- Give the autoresponder a name like “General inquiry”
- Check the box for Autoresponder enabled
- Set the autoresponder message duration – this controls how long your auto reply is active
- Select languages you want auto reply enabled for
- Under Keywords, enter words or phrases that will trigger the auto reply when received in a message
- Paste your pre-written auto reply message in the text box
- Tap Save to create the autoresponder
You can set up multiple autoresponders for different keywords and languages. The auto replies will be sent automatically when incoming messages contain the trigger words. Make sure to inform customers they are communicating with a bot and provide alternate contact methods to reach a real person if needed.
Step 4: Promote Business WhatsApp Number
With your auto reply messages set up, promote your WhatsApp business number across your website, stores, packaging, social media, ads and any other customer touchpoints. This lets customers know WhatsApp is a supported communication channel they can use to get information or assistance.
Some ways to promote your WhatsApp business number include:
- Listing the number prominently in website/app contact sections
- Adding the WhatsApp number in email signatures
- Including in printed catalogs, brochures, business cards
- Displaying in physical storefronts with “Message us on WhatsApp” signs
- Adding a WhatsApp contact button to your Facebook page
- Mentioning the number in relevant social media posts/profiles
- Adding the WhatsApp number in online ads and sponsored posts
- Printing the number on receipts, packaging or labels
The easier you make it for customers to find your WhatsApp number, the more messages and inquiries you’ll drive to your automated reply system.
Step 5: Fine-tune and Optimize
Track the performance of your WhatsApp auto responder system to identify areas for improvement. Notice which keywords and messages get high response rates and continuously update your autoresponder triggers and replies to be more relevant. Use real customer conversations to find common questions to add canned answers for.
You can also use a WhatsApp business API platform to optimize your auto replies. These tools provide analytics on message response times, customer satisfaction, conversation volumes and more. With these insights, you can fine-tune your WhatsApp automation to maximize efficiency.
Conclusion
Setting up auto reply on WhatsApp for business provides a scalable way to instantly address customer inquiries whenever they message you. With canned responses triggered by keywords, you can respond professionally even when you’re away. Promote your WhatsApp business number across all customer touchpoints so clients know messaging is a supported contact option.
Monitor the performance of your auto reply system and continuously optimize based on real conversational data. With some effort to craft relevant responses and promote your WhatsApp number, auto reply can greatly enhance your customer service and allow you to handle more conversations.
FAQs
Does WhatsApp Business cost money?
WhatsApp Business is free to use with some advanced features available through optional paid plans. The basic auto reply function is free.
Can I use auto reply on my personal WhatsApp number?
No, auto reply is only available for official WhatsApp Business accounts with dedicated business numbers. It doesn’t work with standard personal accounts.
How many auto replies can I set up?
You can create multiple auto responders in WhatsApp Business, each with different keywords, languages and reply messages. There is no set limit.
Can customers tell they are communicating with auto reply?
Yes, customers will likely realize they received an automated message if your replies sound robotic. Be sure to acknowledge in your canned responses that it’s an auto reply and advise when customers can expect real follow up.
How do I stop auto responding to a conversation?
You can disable auto reply mid-conversation by tapping on the customer’s chat, tapping the Menu icon, selecting Business Settings and toggling off Use Autoresponder. This will stop automated messages in that chat.
Best Practices for WhatsApp Auto Reply
Follow these best practices when setting up and using auto reply for WhatsApp Business:
- Inform customers they are communicating with an automated system to set expectations
- Keep replies short, conversational and relevant to the business
- Avoid over-automation – let users connect with real staff when needed
- Personalize responses by using the customer’s name when possible
- Only use auto reply during business hours or indicate when you’ll respond personally
- Monitor conversations and continuously improve reply accuracy
- Add or remove auto reply triggers based on common questions
- Use canned responses to direct customers to other contact channels if appropriate
- Thank customers for their inquiries and feedback in auto replies
- Establish backup protocols in case the auto reply system fails
Tools to Enhance WhatsApp Auto Reply
Consider using these tools to enhance and optimize your WhatsApp auto responder:
WhatsApp Business API
The WhatsApp Business API allows you to connect your CRM system or use an app like Zendesk to manage conversations. This enables advanced auto reply features like customer satisfaction ratings, chat metrics and analytics to optimize your responses.
AI Chatbots
AI chatbots integrate with WhatsApp to provide more sophisticated auto reply functionality using natural language processing and machine learning. This allows for more natural, conversational responses.
WhatsApp Templates
Templates allow you to quickly update auto replies across multiple accounts in one step. You can create pre-approved templates for product releases, promotions, events and more.
Third-Party Apps
Apps like Chatistic help manage multiple WhatsApp accounts with features like canned quick replies, scheduling messages, analytics and team collaboration.
SMS/WhatsApp Marketing Tools
Tools like Sendinblue allow you to manage customer conversations across both SMS and WhatsApp channels. You can set up automation across platforms.
Common WhatsApp Auto Reply Mistakes to Avoid
When setting up WhatsApp auto responses for your business, keep in mind these common mistakes:
- Not personalizing – Too many generic “Thanks for your message” replies frustrate customers.
- Leaving auto responder active 24/7 – Only use it during closed business hours.
- Using auto reply on personal WhatsApp number – Get a dedicated business number.
- Failing to identify it’s an automated message – Be transparent it’s not a real person replying.
- Not providing alternate contact method – Include info on when and how to reach a human.
- Delaying real response too long after auto reply – Follow up within promised timeframe.
- Sloppy trigger keywords – Poorly chosen keywords result in incorrect responses.
- Autoreplying too frequently – Limit auto responses to avoid spamming customers.
- Too many auto replies – Conversations become disjointed.
- Not customizing for different audiences – Accounts for different regions/languages need tailored responses.
Avoiding these common mistakes helps deliver a smooth, effective customer experience with WhatsApp Business auto reply.
WhatsApp Auto Reply Examples
Here are examples of effective auto reply messages on WhatsApp for different business scenarios:
Welcome Message
Thanks for messaging! This is an automated reply to let you know I received your message and will get back to you within 24 hours with a personalized response during our office hours from 9am – 5pm, Monday to Friday.
FAQ Answer
Hi there, thanks for your question. Our store hours are Tuesday to Saturday 10am to 6pm and we are located at 123 Main St, Anytown. Let me know if you need any other information!
Lead Generation
Thanks for your interest! To access our product catalog and pricing, please fill out the contact form on our website www.store.com/contact and our sales team will be in touch shortly.
Appointment Scheduling
Hi, I’m away from my phone right now. To schedule a consultation, please visit www.bizwebsite.com/book-appointment and select a time slot that works for you. I look forward to speaking with you!
Promotion
Don’t miss our flash sale this weekend! Get 75% off all purchases over $50. Visit www.eshop.com/sale to shop the deals before time runs out. Just 2 days left!
Reviews
Glad to hear you enjoyed your experience with us! If you have a minute, please leave us a review on Google so others can learn about our services. Thanks for your support!
With creative yet concise responses, you can customize auto reply messages to match different scenarios your business encounters. Evaluate common conversations to develop a relevant library of automated responses over time.
WhatsApp Auto Reply Do’s and Don’ts
Here are key tips on what to do and avoid when using auto reply for WhatsApp Business:
Do’s
- Be transparent you are an automated system
- Keep responses short and to the point
- Provide options for contacting a real person
- Only use during closed business hours
- Indicate when you will respond personally
- Direct customers to helpful resources
- Monitor conversations to identify needed updates
- Personalize responses with customer names when possible
Don’ts
- Use overly robotic or salesy language
- Leave auto responder on 24/7
- Fail to follow up within promised timeframe
- Send too many automated messages in a row
- Autorespond to the same user excessively
- Use auto reply with a personal WhatsApp account
- Neglect backing up message history
- Autorespond without seeking user consent first
Following these tips will help you create good experiences for customers communicating via WhatsApp auto reply.
Conclusion
Automating responses in WhatsApp Business can streamline customer communications and provide quick answers around the clock. With canned replies triggered by keywords, you can handle more inquiries and route users to key information.
Set up relevant, personalized auto responses and promote your WhatsApp number across marketing channels. Monitor performance and continuously optimize your automated messages. Avoid common mistakes like neglecting personal follow up. Used properly, WhatsApp auto reply allows small teams to deliver great service at scale.