The quickest reply you can get. WhatsApp chatbot auto reply.

53% of mobile website visitors will leave if a webpage doesn’t load within three seconds.

Google 

The above research well illustrated that people nowadays are too spoiled to wait. Thanks to technology. In other words, replying to your clients in just a second is not a saying but rather a reality. Remember when you got your message from your credit card company once you signed your dinner bill or the notification you received the second after you checked out your online shopping cart? Seriously, everyone, every sector has utilized this auto reply function through different media. 

When it comes to customer service, no matter if it’s for some urgent product issues or the first-ever product inquiry, customers are particularly eager for your reply. Busy clients would not cater to your working hours. They might assume the inquiry is overlooked as long as it is not yet acknowledged. 51% of customers would not come back if they have a terrible experience. 

That’s why auto reply is helpful. Immediate acknowledgment does not just ensure clients, and its automatic nature can lessen the workload and hence save cost. 

What is auto reply in WhatsApp?

One of the perks of using WhatsApp Business is this mighty tool called auto reply. Whether you're using WhatsApp Business or WhatsApp Business API, you are able to set up auto reply to help you stay connected to your customers 24/7.

If you're using the free WhatsApp Business app, you can create away messages that inform your customers instantly that you're OOO and let them know when you can get back to them.

With WhatsApp Business API (the paid version), you can do much more with auto reply. On top of creating template messages, you can also define the scenarios or keywords in which certain pre-set template messages are triggered. This allows you to send relevant responses and create value for your customers beyond office hours.

Not sure what how WhatsApp Business can help? Here's everything you need to know about WhatsApp Business-need-to-know.

How to enable auto reply in WhatsApp Business

First thing first, this built-in function is FREE! 

There is an auto reply built-in function you should leverage for your WhatsApp Business account. It is free of charge, so no harm to try anyway! 

Away Message

You can set away messages when you are busy, out of the office, or away from your phone. A default message will be generated and delivered to all or some of your contacts. You can also set schedule away notifications at a particular time, such as during non-business hours.

To set away message:

1. Go to Settings > Business Tools > Away Message

2. Turn on Send Away Message

3. Start editing by tapping message under MESSAGE!

Options for scheduling message:

• Always send: send an automated message any time.

• Custom schedule: send an automated message only at a specific time.

• Outside of business hours: send an automated message only during non-business hours. You have to set up in business profile first. 

Options for target recipients:

• Everyone

• Exclude my contact: send away messages to contacts outside the address book.

• Everyone except not to send away messages to some selected contacts.

• Only send to: Only send away messages to selected contacts.

Do be aware that away messages can only be sent when there is an internet connection.

Greeting message

You can set up a greeting message for your first-time customers so that you can engage with them without being awkward. Apart from sending automated replies when your customer approaches you, you can also utilize this function to contact customers that have not been in touch with you over the past 14 days to reheat the leads.

To set greeting messages:

1. Go to Settings > Business Tools > Away Message

2. Turn on Greeting Message

3. Stat editing by tapping message under MESSAGE!

Options for target recipients:

• Everyone

• Exclude my contact: send away messages to contacts outside the address book.

• Everyone except not to send away messages to some selected contacts.

• Only send to: Only send away messages to selected contacts.

Remember to save all options you selected before leaving the setting page of the greeting message.

WhatsApp auto reply best practices

Setting up an auto reply function is not rocket science but what takes you great strength is crafting the content as the message itself is a brand touchpoint.  While a lengthy statement is not a common practice in social messaging, you have to precisely convey your ideas and information using a short number of lines.

Let’s dive right into some practical tricks:

The first rule:

Don’t say, “We will reply to you as soon as possible.”
Say, “We will be replying within 12 hours.”

Second, set your messaging style guide.

Unifying the language tone and message structure will strengthen your brand image and allow your customers to relate the content to your business immediately.

• Use appropriate wordings.

• Avoid using industry jargon.

• Apply a friendly tone throughout the whole message.

• Use straightforward and understandable language.

Third, tell customers your next step.

Telling your customers the “what's next” option will enhance customer’s confidence in your business and hence, a higher retention rate. For instance, you can send a report to your customers within three days after the complaint is lodged. This can convince your consumers your company is well-prepared. Their opinions are heard and actions will be taken.  

Fourth, personalize your message.

Maintaining a friendly relationship with your customer is vital for your company’s success. Creating an excellent client experience can encourage word-of-mouth promotion and expand your customer base through your customers! You can personalize your message with no sweat by simply adding your customer’s name to it, while this can already wield a massive impact on making your customer feel good.

Fifth, provide an alternative contact method.

Instances are store locations and phone numbers. 

Sixth, integrate visual elements. 

55% of B2C (Business to Customer) content creators indicated that visual elements should be prioritized. Indeed, most people prefer looking at photos more than an enormous paragraph of wording.

Bonus template: 

Hey{Name}! I am your dedicated helper! Please enter the number to select your language. 

 [1] 中文
 [2] English

WhatsApp auto reply limitations

While the WhatsApp Business App is free, there are limitations to the features provided. Comprehensive automation, message templates, integration of CRM, and other third-party applications are not available as WhatsApp Business is designed to cater to local small businesses.

For example, business owners can only set the away message for predefined off-work hours, unlike WhatsApp Business API which offers a 24-hour working chatbot.

Other than that, only WhatsApp Business API supports verified business profiles, making it more reliable and trustable for your customers. 

For a more detailed explanation, you can check out the differences between WhatsApp Business and WhatsApp Business API.

Solution: WhatsApp Business chatbot

What are the upsides of WhatsApp chatbot combo?

However, don’t be over-excited about what a chatbot can do.  It has also got its downsides. As mentioned, there are only two types of built-in auto reply templates, and it is not always easy to access WhatsApp customer support directly in case anything goes wrong. 

That’s why you need a third-party expert platform like SleekFlow. When you integrate WhatsApp Business API with an all-in-one omnichannel messaging solution SleekFlow, you can unlock these powerful features:

• Interactive messages: list messages, reply buttons

• WhatsApp Broadcast

• Multiple logins

• Chatbots

• Automated messaging rules

• Lead generation tools

• Product catalog

• Payment links

• Integrations

How to set up the WhatsApp chatbot via SleekFlow

Other than setting “leaving message” and “greeting message,” you can explore more. On the SleekFlow platform, you could set up a template message to greet first-time customers.

You can refer to the template below: 

Hi, I am your dedicated assistant. 🤖💪 It’s so lovely to meet you here!

⚡️ We would like to handle your inquiry as soon as possible. Please select the services below by entering the number. You can come back to the main page by joining. [0] anytime. 

1. General inquiry

2. Address of stores 

3. Product information and pricing

4. 24-hour aftersale support

5. Other suggestions 

• Instagram 

http://www.Instagram.com/abccompany

• Official Website 

http://www.abccompany.com

Using the above example, when the customer enters [3], your auto reply message could be a photo of your product catalog or a YouTube link to a product introduction video. When entering [5] the autoreply message could be directing your clients to file suggestions to a particular channel: 

Hi, please send the information below to customer.relations@abccompany.com. We will process your email in 3-5 working days. We are so excited to hear from you! 

Name: 
Contact Number: 
Related issue: Customer service/ Products/ Others 

With auto replies, you could streamline the process and reply to your customers timely and effectively! 

【Bonus】 4 types of WhatsApp ready-to-use auto reply message templates

Are you scratching your heads thinking about what to write for the away and greeting messages? If you’re using WhatsApp business, these are probably some best WhatsApp message templates for you!

Off office hours

Sample 1

Hi there! Thank you for reaching out to [your business name].

Our office hours are from [your operating hours], but we will get back to you as soon as possible!

Sample 2

Thank you for getting in touch with [your business name]!

However, we are currently closed from [your operating hours]. Please leave us a message and we will get back to you as soon as we can.

Thank you for your understanding and have a nice week ahead!

Out of office /on holiday

Sample 3 

Happy [holiday name]! [Your business name] is currently on a break till [resume date].

You may browse through our online catalog for now and we’ll get back to you soon!

Sample 4

Wishing you a happy [holiday name]. Your inquiry has been received and someone will reach out to you soon. For urgent assistance, please call [your business contact number].

Thank you and enjoy your holiday!

Event-related situations

Sample 5 

Thank you for your message.

For your information, [your business name]’s website is currently under construction until [end date]. Please drop us a message or contact us through [your business contact number] for this period of time.

Your patience and support are very much appreciated. Have a great day!

Sample 6

Hi, thank you for reaching out.

We would like to inform you that there might be some delay in our product delivery as [your business name] is having logistic upgrades to better serve our customers.

We apologize for any inconvenience caused and thank you so much for your understanding.

Greetings

Sample 7

Hello! Thank you for your message.

We are currently having a high volume of inquiries, but we will try to get back to you as soon as possible. Meanwhile, you can visit our website for related information: [your company website]

Thank you for your kind patience!

Sample 8

Hi! Thank you for contacting [your business name].

May I know how we can assist you?

Sample 9

Good day!

Thank you for your interest in [your business name]. Our customer service assistants will reach out to you within the next 24 hours.

To find out more about our products and services, check out our website at [your company website].

Talk to you soon!

Why use WhatsApp auto reply?

The essence of auto reply is acknowledgment. The beginner version is to show the status. For instance, if your customer service officers are offline or the line is busy, and they expect response time. After all, you just need to ensure the customer that he or she is talking to someone.

Auto reply can also be used for the aftersale follow-up. After the inquiry is processed, the chatbot can continue the conversation with customers to show that your company values them. 

Some effective usages of auto reply:

To summarize, the virtue of auto reply is “fast.” It enables enterprises to support consumers’ requests or inquiries quickly. Consumers will be notified if their ticket is in progress or finished. The process will hence be more transparent. Enterprises can continue to communicate with customers to boost their satisfaction and convert more sales opportunities.

Curious to see how official WhatsApp Business API can interact between merchant and customers? Scan this QR code for an interactive user experience with SleekFlow’s automation functions.