How to set up WhatsApp Business auto reply messages in the UK

Setting up WhatsApp Business auto reply messages helps UK small businesses respond instantly to customers, saving time and improving engagement. This guide explains why you might need auto replies, provides clear step-by-step instructions, highlights common errors, and shows how HelloGrowthCRM can assist with WhatsApp follow-ups.

Why this comes up / what goes wrong

Many UK small business owners rely on WhatsApp Business to communicate with customers but struggle to respond promptly outside working hours or when busy. Without auto replies, leads can feel ignored and move to competitors. Setting up auto replies ensures customers receive immediate acknowledgement, improving customer experience and lead retention. However, some owners find the settings confusing or miss activating the messages, so they want straightforward instructions to set this up correctly today.

Step-by-step

1. Open WhatsApp Business app on your mobile device. Make sure it is the Business version, not the regular WhatsApp.
2. Tap the three dots menu in the top right corner to open settings.
3. Select Settings from the dropdown.
4. Tap Business Tools to access messaging features.
5. Choose Away message to set an automatic reply when you are unavailable, or Greeting message to send an automatic welcome message to new or returning customers.
6. Toggle the Send away message or Send greeting message switch to ON.
7. Tap Message to edit the text. Write a clear and polite message, for example: "Thank you for contacting us. We are currently away but will reply as soon as possible."
8. Under Schedule, select when the message should be sent:

• For Away message, choose Always send, Custom schedule (e.g., outside business hours), or Outside of business hours.
• For Greeting message, it is sent automatically when a new chat starts.

1. Under Recipients, choose who will receive the message:

• Everyone,
• Everyone not in address book,
• Everyone except,
• Only send to...

1. Save your settings by tapping the back arrow or save button.
2. Test the auto reply by messaging your business number from another phone.

Make sure your WhatsApp Business app is updated to the latest version for all features.

Example (fictional figures)

A recruitment consultancy in Bristol wants to set an away message for weekends. They work Monday to Friday 09/00 to 17/00.

• They open WhatsApp Business on 15/04/2024.
• Go to Settings > Business Tools > Away message.
• Toggle Send away message ON.
• Edit message to: "Thank you for your message. Our office is closed at the moment. We will reply on the next business day."
• Under Schedule, select Custom schedule.
• Set days: Saturday and Sunday.
• Set time: 00:00 to 23:59.
• Under Recipients, select Everyone.
• Save settings.

This means from 00:00 Saturday to 23:59 Sunday, anyone messaging the consultancy receives the auto reply.

Common mistakes

• Not enabling the auto reply toggle: After writing your message, you must turn the switch ON; otherwise, no message will send. Always double-check.
• Wrong scheduling: Setting the schedule incorrectly can cause messages to send at unwanted times. Confirm days and hours carefully.
• Ignoring recipient settings: If you want all customers to receive the message, select "Everyone". Choosing a restrictive option may exclude some contacts unintentionally.
• Not updating the WhatsApp Business app: Older versions may lack these features or have bugs. Regularly update the app.
• Using unclear messages: Keep auto replies simple and professional to avoid confusion.

For more tips on using WhatsApp and SMS effectively, see our WhatsApp and SMS CRM page.

Doing this in HelloGrowthCRM

HelloGrowthCRM supports WhatsApp conversations by logging messages on the lead record so your team can track all communications. You can send follow-ups as WhatsApp messages directly from the CRM. Automated sequences allow a five-step follow-up over two weeks that stops immediately when the prospect replies, ensuring timely engagement without manual work. Additionally, AI agents draft follow-up messages after calls, so sales reps only review and send them. Learn more about these features at HelloGrowthCRM for the United Kingdom.

Frequently asked questions

Can I set different auto replies for different customer groups? Yes. WhatsApp Business lets you choose recipients for auto replies, such as everyone, only new customers, or specific contacts. Adjust this in the recipient settings when configuring your message.

Will auto replies work if my phone is off or offline? Auto replies depend on your phone having an internet connection. If your phone is off or offline, messages won’t send until it reconnects.

Can I customise auto replies for holidays or special events? Yes. Use the Custom schedule option to set auto replies for specific dates or times, such as holidays or out-of-office periods.

Is it possible to have both greeting and away messages active? Yes. Greeting messages send automatically when a new chat starts, and away messages send when you are unavailable. You can have both active simultaneously.

Where can I get help if I have issues setting up auto replies? WhatsApp Business has a help centre with guides and troubleshooting. Also, HelloGrowthCRM’s support can assist with WhatsApp messaging integrations.

Key takeaways

• Open WhatsApp Business app and go to Settings > Business Tools to find auto reply options.
• Enable and customise Away or Greeting messages with clear text, schedule, and recipients.
• Test your auto replies to confirm they work as expected.
• Avoid common mistakes like forgetting to activate the toggle or incorrect scheduling.
• HelloGrowthCRM helps by logging WhatsApp chats, automating follow-ups, and drafting messages with AI.

Start managing your customer messages efficiently today. Start on the Free Forever plan (200 leads, no credit card).