How do automatic replies on WhatsApp work for businesses?
The WhatsApp Business App has a greeting message and an away message. Through the Business Platform, software sends the replies.
The short answer.
Automatic replies on WhatsApp for businesses are messages that go to contacts without you doing anything. In the WhatsApp Business App, according to Meta, these are a greeting message and an away message. Through the WhatsApp Business Platform, software sends the replies for you. As of: 02.11.2026.
The options at a glance.
| Type | Where | What it does |
|---|---|---|
| Greeting message | WhatsApp Business App | Goes out automatically when someone writes to you for the first time |
| Away message | WhatsApp Business App | Goes out automatically when someone writes outside your business hours |
| Quick replies | WhatsApp Business App | Saved replies that you send yourself with a tap. They don't go out automatically |
| Replies through software | WhatsApp Business Platform | Software receives messages and sends replies |
Sources: whatsappbusiness.com, First impression, Meta for Developers, accessed on November 2, 2026.
What does the greeting message do in the Business App?
According to whatsappbusiness.com, the greeting message is an automatic welcome message that goes out when someone writes to you for the first time. It tells the contact that their message has arrived and that you will reply soon. As an example text, Meta gives a short thank-you with your company's name. The Business App product page describes it as greeting people as soon as they start a conversation.
Sources: whatsappbusiness.com, First impression and Business App product page, accessed on November 2, 2026.
What are the away message and quick replies?
According to Meta, the away message goes to contacts who write to you outside your business hours and tells them that you will reply soon. Quick replies, on the other hand, are saved answers to common questions such as prices, availability or shipping. You send them yourself with a tap instead of typing the same text again. So a quick reply is not an automatic reply in the strict sense. Meta hasn't described the exact settings in the app on the pages we read.
Sources: whatsappbusiness.com, First impression and whatsappbusiness.com, Lists and quick replies, accessed on November 2, 2026.
How do automatic replies work through the Business Platform?
With the WhatsApp Business Platform, software sends the replies, because the Platform is a programmatic access. According to Meta, incoming messages reach your business through webhooks, and the Cloud API sends messages such as text, media and interactive messages. What the reply looks like and when it goes out is determined by the software you connect. Meta also describes Meta Business Agent, which can hold conversations with AI agents.
Source: Meta for Developers, overview, accessed on November 2, 2026.
How long may you reply freely and when do you need a template?
You may reply freely within 24 hours of the contact's last message. According to Meta, every message or call from the contact opens such a customer service window, and a new message resets it to 24 hours. After that, only approved templates are allowed on the Business Platform, and the contact must have agreed beforehand. Does that apply to automatic replies? Yes, an automatic message sent through the Platform is also subject to this rule.
Sources: Meta, sending messages and Meta, overview, accessed on November 2, 2026.
What is the difference between rule-based replies and AI replies?
A rule-based reply is a fixed text that goes out on a fixed condition, for example on the first message or outside business hours. An AI reply, on the other hand, only comes into being at the moment of the question and refers to what the contact wrote. This is a general classification, not a requirement from Meta. Rule-based replies are predictable. AI replies respond to open questions, but need knowledge about your business, which you define beforehand.
| Question | Rule-based reply | AI replies |
|---|---|---|
| Text | Is set beforehand | Created per message |
| Trigger | Fixed condition | Every matching message |
| Open questions | Only what you wrote beforehand | Answers the specific question |
When should a human take over the reply?
A human should take over as soon as an automatic reply can't answer the question with confidence. This is a classification, not a requirement from Meta. Typical cases are a complaint, a price for a special case, a change of appointment involving several people, or a question for which no knowledge is available. For the Platform, Meta describes a feature that manages the handover between an AI agent and human staff.
| Situation | Classification |
|---|---|
| Common question with a fixed answer, for example opening hours | Automatic |
| Complaint or upset contact | Human |
| Question without a known answer | Human |
Source for the handover: Meta for Developers, overview, accessed on November 2, 2026.
What does that mean for SmartChat?
SmartChat AI replies to WhatsApp messages in all plans, including in the free, and in the contact's language. That's 5 languages. In the inbox you see the 24-hour window.
Frequently asked questions about automatic replies.
Is a quick reply an automatic reply?
No. You send a quick reply yourself with a tap, it doesn't go out on its own.
When does the greeting message go out?
According to whatsappbusiness.com, it goes out when someone writes to you for the first time.
When does the away message go out?
It goes to contacts who write to you outside your business hours.
How long may I reply freely after a contact's message?
24 hours. After that, only approved templates are allowed on the Business Platform.
Can an AI hold conversations on the Business Platform?
Yes. With Meta Business Agent, Meta describes AI agents and the handover to human staff.
Who decides when a human takes over?
You do. This is a classification for your business, Meta sets no requirement for it.
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Last updated: By SmartChat Team