Customers expect an answer on WhatsApp straight away, even at 11pm. Auto-replies make sure they always get one, and your team picks up the conversation in the morning.

Rules for the moments that matter

Create a rule for each situation:

  • New customer welcome: greet someone messaging you for the first time.
  • After-hours notice: let customers know you're closed and when you'll reply.
  • Order and booking confirmations: confirm right away when a customer books through a WhatsApp form.

Each rule says when it fires and what it sends.

Auto Reply Rules listing a new order confirmation, a new customer welcome, an after-hours notice and a schedule confirmation

Each rule has its trigger, its message and whether it's live or still in testing.

Business hours

Set your opening hours once, and rules can reply differently inside and outside them.

Test before customers see it

Add your team's phone numbers to a test group. A rule set to "Testing" fires only for those numbers, so you can try it on your own phones before switching it on for everyone.

WhatsApp general settings with business hours and a test group of phone numbers

Business hours, and a test group for trying rules safely.

Everything WhatsApp in one place

Mini apps, auto-reply rules, message templates and general settings now sit together under one WhatsApp settings page.

Where to find it

Go to Settings → WhatsApp → Auto Reply Rules. See Introduction to WhatsApp message templates.