WhatsApp is where many customers expect the fastest reply — especially for local services, appointments, and order questions. The free WhatsApp Business app gives you three built-in tools that cover most small teams before you need anything fancier: a greeting message, an away message, and quick replies you trigger with shortcuts.
The greeting message sends when someone messages you for the first time, or after a period of inactivity, depending on how you configure it in the app. The away message sends outside the business hours you set. Quick replies are saved snippets you insert while chatting — often mapped to shortcuts like /hours or /price.
How to set them up in the WhatsApp Business app
- Open WhatsApp Business → Settings (or tap the menu) → Business tools.
- Choose Greeting message, Away message, or Quick replies.
- Turn the toggle on, write your text, and set business hours for away messages.
- For quick replies, add a shortcut (letters after /) and the full message body.
When a message is “not working”
- Confirm you are on the Business app, not personal WhatsApp, on the number customers use.
- Check that the greeting or away toggle is on and business hours are set for away messages.
- Away messages only send outside those hours; during open hours you reply manually or with quick replies.
- If a customer already received a greeting recently, WhatsApp may not send it again until the inactivity window passes — behavior is controlled in the app settings.
- Update the app and retry; if it still fails, note the exact error in WhatsApp Help Center troubleshooting for business messages.
Greeting message examples (10)
- Retail 1
Hi! Thanks for messaging [Shop Name]. Tell us what you are looking for and we will help you find it.
- Retail 2
Welcome to [Shop Name] on WhatsApp. Browse [link] and send us a product name to check stock.
- Salon 1
Hello from [Salon Name]! Share the service you want and your preferred days — we will send open times.
- Salon 2
Thanks for reaching out. For colour or extension consults, send a photo in good light so we can advise accurately.
- Clinic 1
You have messaged [Clinic Name]. For appointments, reply with new or existing patient and your preferred date.
- Clinic 2
We cannot give medical advice over WhatsApp. For urgent symptoms, contact your local emergency number. For bookings, tell us the service you need.
- Restaurant 1
Welcome to [Restaurant Name]! For reservations, send party size, date, time, and any dietary needs.
- Restaurant 2
Hi! Our kitchen hours are [hours]. For takeaway orders, tell us pickup or delivery and your address if delivery.
- Services 1
Thanks for contacting [Trade/Business Name]. Describe the job and your postcode — we will confirm if we cover your area.
- Services 2
Hello! We reply during [hours]. Send photos of the issue if relevant — it helps us quote fairly.
Away message examples (15)
- 1
We are closed now and reopen [day] at [time]. We will read your message then.
- 2
Thanks for your message. Our team is away for the evening and will reply tomorrow morning.
- 3
Weekend hours: we check WhatsApp on [days] only. Expect a reply by [day/time].
- 4
We are on holiday until [date]. For urgent order questions, email [email] — we check it once daily.
- 5
High volume today — replies may take longer than usual. We answer everyone in order.
- 6
Closed for staff training [date]. Online orders still ship; WhatsApp support returns [date].
- 7
You have reached us outside business hours ([hours]). Leave your question and we will respond when we open.
- 8
Public holiday: closed [date]. Back [date] at [time].
- 9
At an event today — slower on WhatsApp. For time-sensitive bookings, call [phone].
- 10
Snow day / weather closure: we are not on site. We will update here when we reopen.
- 11
Lunch break 12–1 — back at 1 pm. Quick replies may be delayed.
- 12
End of day: last dispatch was [time]. Messages after that roll to the next business day.
- 13
We are fully booked today for call-outs. New emergencies: call [phone]. Non-urgent: we reply [day].
- 14
Inventory count in progress — shop open but WhatsApp answers resume [time].
- 15
Thank you for your patience. We are catching up on messages and will reply as soon as possible.
Quick-reply examples (25)
Pair each shortcut with the message below. Shortcuts are suggestions — pick ones you will remember.
- /hours
We are open [days] [hours]. Closed [closed days].
- /price
[Service/product] is [price]. Add-ons: [list or “ask us”].
- /book
Book here: [link]. Or send two times that work for you and we will confirm.
- /order
To place an order, send item name, quantity, and pickup or delivery. We will confirm total before payment.
- /pay
You can pay via [methods]. We will send payment details once your order is confirmed.
- /ship
We ship within [timeframe] after payment. Tracking sends automatically when the label is created.
- /track
Send your order number and we will reply with the latest tracking link.
- /menu
Today’s menu: [link or short list]. Allergies? Tell us before you order.
- /location
Find us at [address]. Parking: [note]. Map: [link].
- /parking
Free parking [location]. Street parking on [streets] — check signs.
- /cancel
To cancel or reschedule, reply at least [notice] before your appointment so we can offer the slot to someone else.
- /deposit
We hold appointments with a [amount/%] deposit. We will send a secure link once your time is chosen.
- /warranty
Our warranty covers [summary]. Send photos and purchase date and we will advise next steps.
- /returns
Returns accepted within [window] if [conditions]. Reply with order number to start.
- /wholesale
Wholesale minimum [units/value]. Email [email] with your business name for a linesheet.
- /human
Connecting you with a teammate — one moment please.
- /thanks
Thank you for your order! We appreciate you supporting [Business Name].
- /review
If you have a minute, a review helps other customers find us: [link].
- /wifi
Guest Wi‑Fi: Network [name], password [password] — for in-store customers only.
- /wait
We are with another customer and will reply shortly. Thanks for waiting.
- /size
Sizing guide: [link]. Between sizes? Tell us your usual brand and measurements and we will recommend.
- /gift
We can add a gift note at no extra charge — send the message you want included with your order.
- /pickup
Pickup is at [address] during [hours]. Reply when you are on your way and we will bag your order.
- /delivery
We deliver within [area] on [days]. Send your address and we will confirm fee and earliest slot.
- /faq
Common answers: Hours /hours · Returns /returns · Booking /book. Or ask anything here.
Length and tone tips
WhatsApp feels personal. Keep sentences short, use line breaks for scanning, and avoid walls of text. If the app warns that a message is long, trim or split into two quick replies. Match the tone you use on Instagram DMs so customers recognize you across channels — same business name, same hours, same links.
- Use the customer’s name when it appears at the top of the chat.
- One call to action per message: reply with a date, order number, or photo.
- Replace placeholder links before you turn automations on.
- Re-read templates monthly when prices or hours change.
When the app’s automation is not enough
Greeting, away, and quick replies still send the same text to everyone. They do not remember prior orders on another channel, and they live on one phone unless you use linked devices or a broader inbox setup. Teams that also sell through Instagram DMs often duplicate answers or miss context when switching apps.
Connecting channels around a shared customer record — who they are, what they bought, what you already said — is how you scale without sounding robotic. Pluk’s site describes drafting replies from your business context with human approval, starting from Instagram and WhatsApp together.
Explore on Pluk: Instagram and WhatsApp messages, Local service on WhatsApp and Instagram (example workflow)
FAQ
- What is the difference between a greeting and an away message on WhatsApp Business?
- A greeting message welcomes customers when they message you for the first time or after inactivity, based on your settings. An away message sends when someone writes outside the business hours you configure. They solve different problems: hello versus we are closed.
- Why is my WhatsApp Business away message not sending?
- Common causes are the away toggle turned off, business hours not set, or the message being attempted during open hours. Confirm Settings → Business tools → Away message, and test from another phone outside your hours.
- How do WhatsApp quick replies work?
- You save a shortcut (such as /hours) and full text. In a chat, type the shortcut or pick the reply from the quick-replies menu to insert the saved message. You can edit before sending.
- Can I use the same templates on WhatsApp and Instagram?
- You should align facts and tone, but each platform has its own automation settings. Copy the ideas, then paste into Meta Business Suite for Instagram and WhatsApp Business app tools for WhatsApp.