How to set up automated messages on WhatsApp (and when to go further)
WhatsApp Business has some automation built in for free. It is useful, and it is also where most businesses stop. Here is how to set up the free options in ten minutes, and what changes when you add an AI agent.
On this page
The free automated messages in WhatsApp Business
The WhatsApp Business app includes three automation tools. In the app go to Settings → Business tools:
1. Greeting message
Sent automatically the first time someone messages you, or after 14 days of no contact. Use it to set expectations: “Thanks for getting in touch with Smith Plumbing. Tell us what you need and your postcode and we’ll get back to you shortly.”
2. Away message
Sent outside the hours you set. Keep it useful: “We’re closed right now. We open at 8am, but if it’s an emergency leak call 07…”
3. Quick replies
Saved answers you trigger by typing a shortcut like /prices. They save typing, but you still have to be there to send them.
Where the free auto-replies run out
- They send the same message to everyone, whatever they asked.
- They cannot answer questions, only acknowledge them.
- They cannot book, quote, qualify or follow up.
- You still have to reply to every single message yourself.
An away message tells a customer you are not there. For a lot of customers, that is the moment they message your competitor instead.
AI auto-replies: automated messages that actually answer
With the WhatsApp Business API and an AI agent, automated replies become real conversations:
| Customer asks | Away message | AI agent |
|---|---|---|
| “How much for a boiler service in Salford?” | “We’re closed, we’ll reply tomorrow.” | Gives your price, confirms you cover Salford, offers Thursday or Friday. |
| “Can I move my 3pm to tomorrow?” | Same away message | Checks your diary and moves it. |
| “Do you do gel nails?” at 11pm | Same away message | Answers, shows prices, books the slot. |
Scheduled and triggered messages
Beyond replies, the API lets you send automated messages triggered by events, using Meta-approved templates:
- Appointment reminders the day before and an hour before
- Booking confirmations
- “Your engineer is on the way”
- A thank-you with a Google review link after the job
- A polite chase on quotes that went quiet
These are charged per message by Meta, typically pennies; see our UK pricing guide.
Rules for automated messages customers don’t hate
- Be clear it’s an assistant. Customers don’t mind; they mind being misled.
- Always offer a human. “Want me to pass this to Dave?”
- Only message people who expect it, and honour STOP immediately.
- Keep it short. WhatsApp is a chat, not an email.
Frequently asked questions
Can WhatsApp send automatic replies?
Yes. The free WhatsApp Business app has greeting and away messages. For replies that actually answer questions, book appointments and follow up, you need an AI agent on the WhatsApp Business API.
Can I schedule messages on WhatsApp Business?
The Business app has limited options. With the WhatsApp Business API you can send scheduled and event-triggered messages like reminders and confirmations using approved templates.
Are automated WhatsApp messages free?
Greeting and away messages in the Business app are free. On the API, replies within 24 hours of a customer’s message are free; messages you start are charged per message by Meta.
Will customers know it’s automated?
They should. A good agent introduces itself as your assistant and passes anything it can’t handle to you.