Automate WhatsApp Messages: A Step-by-Step Guide for Businesses

What are automated WhatsApp messages?

Automated WhatsApp messages are pre-scheduled messages 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 (Sentient Decision Science) 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:

1. Greeting messages
2. Away messages
3. Quick replies

Below is a quick comparison of these features:

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!

WhatsApp API message template structure

Each template consists of three key components:

Component	Description	Example
Header	(Optional) A short title or media file (image, video, document)	"Your order has shipped!"
Body	The main content of the message with placeholders for personalization	"Hi {{1}}, your order #{{2}} is on its way!"
Buttons	Call-to-action (CTA) buttons for user engagement	"Track Order" / "Contact Support"

#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

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:

1. 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.
2. 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.
3. 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.
4. 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.
5. 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