Welcome, away and keyword replies

Automatic replies answer customers instantly, even at night or when your team is busy. Open Automation in the menu.

Welcome message

Sent automatically the first time a new customer messages you.

1. Tick Send automatically when a new customer messages you for the first time.
2. Write the message. {name} becomes the customer's WhatsApp name.
3. Click Save.

Away message

Sent when someone writes outside your business hours, at most once every 6 hours per customer.

1. Tick Reply automatically outside business hours.
2. Set your business hours, for example 09:00 to 21:00. They use your time zone from Settings.
3. Write the message, for example "We're closed right now. We'll reply first thing in the morning!"
4. Click Save.

Keyword auto-replies

Answer common questions such as price, timings or address automatically.

1. Under Keyword auto-replies, type the keyword, for example price.
2. Choose how it should match: contains, is exactly or starts with. Matching ignores capital letters.
3. Write the reply and click + Add rule.

If a message matches several rules, the first one in the list wins. Click ✕ to delete a rule.

Quick replies for agents

Quick replies are saved answers your team can insert in any chat. Nothing is sent automatically.

1. Under Quick replies for agents, enter a short name, for example address, and the full text.
2. Click + Add quick reply.
3. In a chat, type / to pick from the list. See Reply to customers.

Opt-out is built in

Customers can always reply STOP to stop receiving campaigns, and START to receive them again. You don't need to set this up.