Ever noticed how a quick “Hey, are you open today?” on WhatsApp can make or break a sale? Customers expect instant replies, and businesses lose potential buyers to competitors when they fail to respond fast enough. In fact, around 90% of customers (Help Scout) deem instant replies as important for a good experience.
So, a slow response or missed follow-up is lost revenue.
Now, imagine manually replying to hundreds of similar messages every day. Answering FAQs, confirming appointments, or reminding customers about abandoned carts is exhausting and, frankly, inefficient.
That’s where WhatsApp automation swoops in like a lifesaver. Automated WhatsApp messages help businesses like yours provide instant, round-the-clock support without much manual effort.
WhatsApp isn’t just another messaging app. It’s where conversations happen. It’s basically the digital equivalent of a coffee shop where businesses and customers casually chat. So, why not make those chats work for you? No more missed sales, no more endless typing, just smooth, effortless conversations that keep customers coming back.
Let's see how you can make automated WhatsApp messages work for your business.
What are automated WhatsApp messages?
Automated WhatsApp messages are pre-scheduled or event-triggered responses that businesses use to engage customers without manually replying to every query. Instead of constantly checking messages and typing the same responses, automation offers quick communication.
The numbers speak for themselves because 68% of users say WhatsApp is the easiest way to reach a business, while 83% use messaging apps like WhatsApp Business to learn about products. This goes on to show just how crucial WhatsApp is for customer interactions.
However, not all automation works the same way. The standard WhatsApp Business app is great for simple auto-replies, like greeting customers or letting them know when you're away.
But if you want to take things up a notch, like sending personalized follow-ups, interactive chatbots, automated order updates, etc, you’ll need the WhatsApp Business API. That’s where real automation happens that allows businesses to handle customer interactions at scale without losing that personal touch.
Step-by-Step guide to set up automated WhatsApp messages
When it comes to WhatsApp automation, there are two different routes businesses can take: the WhatsApp Business App (for small businesses) and the WhatsApp Business API (for large-scale automation).
In this section, we’ll focus on how to automate WhatsApp messages using the WhatsApp Business App, which is ideal for small and medium-sized businesses looking to improve response time without investing in complex API integrations.
WhatsApp Business App offers three types of automated messages to help businesses stay responsive even when they’re unavailable:
- Greeting messages
- Away messages
- Quick replies
Below is a quick comparison of these features:
Comparing WhatsApp Business App’s automated messaging options
1. Setting up automated greeting messages
Let's say a new customer reaches out with a question, but you’re busy. If they don’t get a quick response, they might move on to a competitor. That’s where WhatsApp greeting messages come in to make certain that no customer is left hanging.
You can use greeting messages to:
- Welcome new customers
- Share essential business details (like working hours or services)
- Direct customers to helpful resources (FAQs, website links, etc.)
How to set up a greeting message in WhatsApp Business
1. Open the WhatsApp Business App and go to Business Tools > Greeting Message.
2. Enable “Send Greeting Message.”
3. Tap Message to customize your greeting. This could be something like:
“Hey there! Thanks for reaching out. We’ll get back to you soon, but in the meantime, check out our FAQs here: [link].”
4. Choose who receives the message:
- Everyone – Sends the greeting to all customers.
- Everyone not in the address book – Sends only to unknown contacts.
- Everyone except… – Exclude specific customers.
- Only send to… – Target specific customers.
2. Setting up automated away messages
Customers don’t stop messaging just because you’ve clocked out. If they reach out after hours and don’t get a response, they might assume you're unavailable or unreliable. WhatsApp Away messages solve this by automatically informing customers when you’ll be back.
How to Set Up an Away Message in WhatsApp Business:
1. WhatsApp Business App > Business Tools > Away Message.
2. Enable “Send Away Message.”
3. Tap Message to write your response, for example:
“Hey! We’re currently closed, but we’ll be back at 9 AM. Leave us a message, and we’ll get back to you ASAP!”
4. Set your Schedule:
- Always send – The message goes out at all times.
- Outside business hours – Sends only when your business is closed.
- Custom schedule – Define specific time slots for the message.
5. Choose your Recipients (same options as Greeting Messages).
3. Setting up quick replies for instant responses
If you find yourself typing the same responses over and over—like “Yes, we offer delivery” or “Here’s our price list” then WhatsApp Quick Replies can save you tons of time.
Quick Replies helps you:
- Answer FAQs in seconds
- Send business details without typing them every time
- Share promotional offers, catalogs, or images instantly
How to set up quick replies in WhatsApp Business:
1. Open the WhatsApp Business App and go to Business Tools > Quick Replies.
2. Tap the ‘+’ button to create a new quick reply.
3. Enter the shortcut phrase (e.g., “/delivery” for delivery info).
4. Type out the message template (e.g., “Yes, we offer delivery within the city. Standard delivery takes [XX] days, and express delivery takes [XX] days. Let us know if you need more details”).
5. Optionally, add images or videos (great for product catalogs).
6. Click Save.
#How to Use Quick Replies in Chats: When chatting with a customer, simply type ‘/’ followed by your shortcut (e.g., “/delivery”), and WhatsApp will instantly insert your pre-saved message.
WhatsApp Business API message templates (copy & paste ready!)
If you’re using the WhatsApp Business App, you might be familiar with automated replies like greeting messages, away messages, and quick replies. However, if you want to send WhatsApp bulk messages, transactional updates, or promotional notifications, you’ll need WhatsApp Business API message templates.
Unlike the Business App, where you can only reply to incoming messages, the WhatsApp Business API Software allows businesses to reach out to customers proactively. However, since WhatsApp enforces strict messaging policies, all API messages must be reviewed and approved by Meta before they can be sent.
Now, let’s break down what these templates are and how they work, and share some ready-to-use message templates you can copy and paste!
What are WhatsApp Business API message templates?
WhatsApp Business API message templates are pre-approved, structured messages that businesses can use to automate customer communication at scale. These templates are mainly used for:
- Sending order confirmations, appointment reminders, and shipping updates
- Proactive customer engagement, like promotions or re-engagement messages
- Triggering automated workflows in chatbots and support systems
WhatsApp API message template structure
Each template consists of three key components:
#Note: Meta requires these templates to follow strict guidelines to prevent spam and ensure a good user experience. Once submitted, it typically takes up to 48 hours for approval.
Once a template is approved, businesses can use it for:
- Drip campaigns: Sending a series of automated messages over time (e.g., nurturing leads)
- Automated follow-ups: Reminders for payments, abandoned carts, etc.
- WhatsApp Chatbots: Sending pre-set responses based on customer queries
Bonus Read: How to Create Effective WhatsApp Message Templates
WhatsApp API Message Templates (Copy & Paste!)
Here are some ready-to-use templates for common business scenarios:
1. Order Confirmation Message
Hi {1}, thanks for your order! Your order #{2} has been confirmed and will be shipped soon. Track your order here: {3}. Let us know if you need anything!
2. Appointment Reminder
Hi {1}, just a reminder about your appointment on {2} at {3}. Need to reschedule? Click below:
[Reschedule Appointment]
3. Payment Confirmation
Hi {1}, your payment of {2} has been successfully processed. Thank you for your purchase! If you need an invoice, click below:
[Download Invoice]
4. Re-engagement Message
Hey {1}, we haven’t seen you in a while! Here’s 10% off on your next purchase—just for you. Use code WELCOME10 at checkout. Offer expires in 24 hours!
[Shop Now]
5. Abandoned Cart Reminder
Hi {1}, we noticed you left some items in your cart! Your items are waiting for you, and we’re offering free shipping if you complete your order today.
[Complete Purchase]
6. Issue Resolution Acknowledgment
Hi {1}, we’ve received your request regarding {2}. Our support team is looking into it, and we’ll get back to you within {3}. In the meantime, you can check our Help Center here: {4}.
[Check Status] | [Contact Support]
7. Shipping Update
Hi {1}, great news! Your order #{2} has been shipped and is on its way.
Expected delivery: {3}
Track your order here: {4}
Let us know if you have any questions!
8. Subscription Renewal Reminder
Hi {1}, your subscription for {2} is set to renew on {3}. To continue enjoying uninterrupted service, ensure your payment details are up to date.
Need help? Contact us anytime!
[Manage Subscription] | [Contact Support]
Measuring success: How to track automated WhatsApp messages
To maximize the impact of automated WhatsApp messages, businesses must track key performance indicators (KPIs) to assess engagement, responsiveness, and conversions. Here are the five essential metrics to monitor:
- Delivery rate: This metric shows the percentage of messages successfully delivered to recipients. A low delivery rate could indicate invalid phone numbers, opt-out customers, or issues with WhatsApp’s messaging policies.
- Read rate: WhatsApp’s read receipts (blue ticks) allow businesses to see how many messages were actually opened. A high read rate suggests your messages are reaching the right audience, while a low rate may indicate a need for better targeting.
- Response rate: This measures how many customers engage with your messages by replying. A low response rate may mean your messages are too generic, lack personalization, or are sent at inconvenient times.
- Conversion rate: Tracks how many users take the desired action after receiving an auto-send WhatsApp message, such as making a purchase, booking an appointment, clicking a link, etc. Low conversions may indicate that the messaging lacks a clear call to action.
- Customer satisfaction score: Businesses can collect direct feedback by asking customers to rate their experience after interacting with an automated message. A simple "How would you rate our service? Reply with 1-5" can help gauge customer sentiment.
Did You Know? ITEES, a leading eye hospital, automated appointment confirmations, reminders, and follow-ups using Gallabox’s WhatsApp Automation. The result? 500% growth in patient footfall and a 3x increase in returning patients!
Ensure smooth customer interactions with automated WhatsApp messages
Think of WhatsApp automation as your secret weapon which keeps the conversations with customers flowing and your business running smoothly without you glued to your phone. The trick is to keep an eye on what’s working and tweak as needed be it quick replies or full-blown campaigns with WhatsApp Business API.
Looking for a smarter way to automate WhatsApp messages? Gallabox has you covered! Schedule messages, personalize broadcasts, auto-resolve chats, and even build no-code chatbots, all under one platform.
Get started with a free trial and see how effortless WhatsApp automation can be!
FAQs about automated WhatsApp message
1. What is the difference between automated WhatsApp messages and WhatsApp bots?
Automated messages are pre-set replies like greetings or away messages, while WhatsApp bots use AI to handle full conversations, answer FAQs, and assist customers dynamically. Bots offer a more interactive experience beyond simple automation.
2. Do automated WhatsApp messages require coding knowledge?
No, the WhatsApp Business app lets you set up automated messages without coding. However, for advanced automation using WhatsApp Business API, you may need third-party platforms or some technical expertise.
3. Are automated WhatsApp messages free to send?
On the WhatsApp Business app, automated messages like greetings and away messages are free. However, with the Business API, charges apply based on WhatsApp’s conversation-based pricing model.
4. What are the best practices to make automated messages feel human-like?
Keep messages conversational, use personalization (like the customer’s name), add friendly language, and avoid robotic phrasing. Keeping it short, warm, and engaging helps maintain a human touch.
