In the WhatsApp Business app, an away message takes two minutes to set up. Here is how, step by step, and what to do next when customers start asking questions a fixed message cannot answer.
The first is built into the free WhatsApp Business app: an away message sent when you are not available, a greeting message for new customers, and quick replies that save typing. It is exactly right for "Thanks for your message, we will get back to you tomorrow at 9."
But it is fixed text. Every customer gets the same sentence, whatever they asked. A customer asking "do you have this in a 40?" or "can I book tomorrow at ten?" gets "we will get back to you", and meanwhile messages a competitor who answered.
The second is an AI assistant connected to WhatsApp through Meta’s official API. It does not send a fixed message; it answers the actual question. It checks stock, books into your calendar, sends a payment link and hands over to a person when needed. This guide covers both, so you can decide what fits your business.
Sent automatically when a customer messages you at a time you choose: always, on a custom schedule, or outside the business hours in your profile.
Sent to a customer messaging you for the first time, or after 14 days without messages. A good place to introduce the business and say what people can ask for.
Saved answers with a shortcut. Type / in the chat and pick one. They save typing, but someone on your team still has to send them.
The auto reply knows what time it is, not what the customer asked. A question about price, stock or an order gets the same general sentence.
An away message does not book, check an order or close a sale. It only says you will be back, and the work waits for you in the morning.
These steps are for the WhatsApp Business app. Menu names can differ slightly between Android and iPhone, and between versions.
In the WhatsApp Business app, go to Settings and open Business tools. All the automatic messaging options live there.
Choose Away message, switch on sending and write your message. Pick when it goes out: always, on a custom schedule, or outside business hours. You can also choose who receives it. Save.
Back in Business tools, choose Greeting message. Write a few words about the business and what customers can ask for, choose recipients and save.
In Quick replies, add the answers you type most often, such as your address, hours or returns policy, and give each one a shortcut.
An away message says "we will get back to you". An AI assistant checks your Shopify or WooCommerce stock, sends a photo, the price and a link, and the customer buys in the same chat.
The assistant sees your availability in Google Calendar, offers a free slot, books it, sends a WhatsApp reminder and can take a deposit.
The assistant finds the order by phone number and replies with its status. No handing it to the team and no waiting until morning.
The conversation goes to a human with the full history, and the customer’s details are saved in the CRM. An expert sets the assistant up with you in one session, on your existing business number.
An away message is a good place to start. Once most messages are questions, it is no longer enough.
| Built-in auto reply | AssistantLabs AI assistant | |
|---|---|---|
| What the customer gets | The same fixed sentence | An answer to their question |
| When it works | On a schedule | Any hour, even when you are around |
| Bookings and orders | Wait for you | Handled in the chat |
| Selling | The customer waits | Product, price and payment link at once |
| Handover | None | With the full conversation |
FAQ
In the WhatsApp Business app, an away message takes two minutes to set up. Here is how, step by step, and what to do next when customers start asking questions a fixed message cannot answer.
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