WhatsApp has become an essential communication channel for businesses to connect with customers. With over 2 billion users worldwide, WhatsApp provides an easy way for companies to reach a large audience. However, manually responding to customer inquiries on WhatsApp can be time-consuming. This is where automating WhatsApp replies comes in handy.
Automating WhatsApp business replies allows companies to send quick, predefined responses to frequently asked questions. This saves time and effort while ensuring customers get timely answers. WhatsApp Business API provides tools to easily configure auto-reply messages.
In this 5000+ word guide, we will cover everything you need to know about automating WhatsApp business replies:
Benefits of Automating WhatsApp Business Replies
There are several key benefits to setting up auto-responses on WhatsApp for your business:
Quick resolution of common queries
Automated replies allow you to instantly resolve common questions customers may have. For example, you can set up automatic responses about delivery timelines, return policies, store locations etc. This helps provide customers the information they need quickly without having to wait for a manual response.
24/7 availability
Another advantage of auto-replies is that they enable you to respond to customers 24/7. WhatsApp automated messages can be sent anytime, even outside working hours when staff isn’t available to field inquiries. This leads to greater customer satisfaction.
Consistent messaging
Pre-written response templates ensure accuracy and consistency in the information you provide. Customers get the same correct details every time. Manual responses may sometimes vary depending on which staff member replies.
Faster resolution of issues
Simple customer issues like checking order status, account balance etc. can be resolved in seconds with automated WhatsApp messages instead of customers having to wait. Quick resolution improves customer experience.
More efficient operations
With auto-respond messages handling common questions, your staff has more time to focus on complex customer issues that require human interaction. Overall operations become smoother and more efficient.
Cost savings
You save time and effort of staff having to manually respond to every query. Less time spent on repetitive tasks means significant cost savings, especially for businesses that receive high WhatsApp message volumes.
Examples of Automated WhatsApp Business Responses
Here are some examples of automated WhatsApp reply messages businesses can use to handle frequently asked customer questions:
1. Delivery information
Thank you for your order! Your parcel is expected to be delivered within 3-5 business days from the date the order was placed. You will receive a notification when it ships. Please let us know if you have any other questions!
2. Payment confirmation
We have received your payment of $___ on ____date___. Thank you for shopping with us! Please reach out if you need any assistance.
3. Technical support
Hello! Unfortunately, we do not provide technical support over WhatsApp. For any product issues or support queries, kindly email us at [email protected] with your order ID and we’ll be happy to assist you.
4. Account balance
Dear customer, your current account balance is $____. Let us know if you need any help accessing your statement or have additional questions.
5. Store addresses
Thanks for contacting us. Here are the addresses and contact information for our stores:
| Store | Address | Phone Number |
|---|---|---|
| Store 1 | 123 Main St, City, ST 12345 | 123-456-7890 |
| Store 2 | 456 Oak Rd, City, ST 67890 | 987-654-3210 |
Let us know if you need any other help!
6. Appointment Confirmation
Dear ______, this is to confirm your appointment with Dr. _____ on ____date____ at ____time____. Please reply back if you need to reschedule or cancel the appointment. We look forward to seeing you!
7. Order Status
Hi ____, thanks for your order! It is currently being processed and estimated to ship on ____date____. We will notify you as soon as it ships. Please let us know if you have any other questions!
How to Set Up WhatsApp Business Auto-Replies
Here are the main steps to configure automated responses on WhatsApp for your business:
1. Get a WhatsApp Business account
First, you need to have a WhatsApp Business account. This is different from a regular WhatsApp account. You can download WhatsApp Business app and follow the prompts to create your business profile.
2. Link your business phone number
Make sure to link the phone number your customers will use to reach your business on WhatsApp. This enables them to start conversations with your business profile.
3. Install WhatsApp Business API
WhatsApp Business API allows you to access advanced WhatsApp features like auto-responses. Install the WhatsApp Business API tools such as software solutions from partners like Zendesk or Twilio.
4. Create message templates
Determine the frequently asked questions customers have and craft pre-written response templates to address those queries. Make sure to create clear, concise responses.
5. Configure auto-replies
Using the WhatsApp Business API tools, you can configure settings to send specific response templates when certain keywords are detected in incoming messages.
For example, set up an auto-reply about delivery timelines when customer messages contain keywords like “when will I receive”, “expected delivery date” etc.
6. Test the automation
Test your automated messages by sending sample customer inquiries and confirm that relevant response templates are triggered appropriately before officially launching the setup.
7. Refine over time
Monitor incoming customer questions and continuously improve your message templates. Expand to cover more topics and streamline responses.
Top WhatsApp Business Auto-reply Tools
Here are some of the leading tools businesses can use to automate WhatsApp messages:
Zendesk
Zendesk offers advanced integration with WhatsApp Business API to enable automatic responses based on rules and keywords. It also provides customer management and analytics capabilities.
Chatlayer
Chatlayer provides easy-to-use features to set up conversational bots on WhatsApp to engage customers and auto-respond to common questions.
Twilio
The Twilio API enables businesses to build custom WhatsApp automation workflows and expand to support other communication channels as well.
Smooch
Smooch lets you manage conversations across platforms like WhatsApp, SMS, web chat etc. from one unified inbox and auto-reply to customers.
MessageBird
MessageBird provides omni-channel capabilities to add WhatsApp messaging to your customer engagement stack and set up intelligent auto-responses.
Infobip
Infobip offers user-friendly tools to create two-way WhatsApp messaging experiences and set up context-aware automated responses.
Chatfuel
Chatfuel is an AI bot platform with easy drag-and-drop interface to create WhatsApp auto-reply sequences, menus and more.
Apphitect
Apphitect’s Converso bot enables effortless WhatsApp automation with natural language processing and built-in small talk capabilities.
QuerySetBot
QuerySetBot allows building complex WhatsApp automations with its visual editor and also provides team collaboration features.
WhatsApp Business API Pricing
There are some costs involved in using the WhatsApp Business API:
WhatsApp Business Account
The WhatsApp Business app itself is free to download and use. However, businesses must pay a fee of $0.005 per message sent through the app, starting after the first 1000 messages which are free.
WhatsApp Business API
Accessing the Business API via partners has additional pricing:
– Zendesk starts at $5 per month
– Twilio costs $0.005 per WhatsApp message
– Smooch costs a minimum of $150 per month
– MessageBird starts at $0.01 per message
So factor in these costs when planning your WhatsApp automation approach. The investment can pay off given the benefits of auto-responses.
WhatsApp Business Automation Best Practices
Here are some tips to ensure you implement WhatsApp automations effectively:
Use clear call-to-actions
Prompt customers to provide key info you need to route conversations. For e.g. “Reply 1 for order status, 2 for payment issues”.
Set up conversation flows
Create sequences of automated messages to guide customers based on their responses. Send relevant follow-up info.
Include fallback options
If auto-replies don’t address a query, provide options to connect with a live agent for further help.
Personalize when possible
Use customer names and order references to make responses more personal when you have the data.
Build in human takeover
Enable agents to take over complex conversations from automation flows and respond manually.
Leverage data from other channels
Use data from your CRM, helpdesk etc. to tailor WhatsApp auto-messages and workflows.
Regularly review performance
Check metrics like message delivery rate, response times, frequently asked questions to improve your automation.
WhatsApp Disclaimer for Businesses
If you use WhatsApp for customer communications, it’s recommended to include a disclaimer like:
“Hi! This is an automated WhatsApp response system. If you need further assistance, please chat with our support team on [Website URL/Phone Number]”.
This helps set clear expectations about the automated nature of initial responses customers may receive. Some key reasons businesses should use WhatsApp disclaimers:
Transparency
Let customers know when they aren’t chatting with a live agent to avoid confusion. This builds trust.
Faster resolutions
The disclaimer gives customers next steps to get further real-time help for complex issues.
Legal protection
Clear automated messaging disclosure may help protect businesses legally.
Improve system
You can analyze unresolved customer issues that require human assistance and improve your automated responses.
An honest, straightforward WhatsApp disclaimer helps enhance customers’ experience with your brand’s bot.
WhatsApp Business FAQs
Here are answers to some frequently asked questions about WhatsApp Business automation:
Can I automate both inbound and outbound messages?
Yes, you can set up automatic responses both for incoming customer queries as well as outgoing notifications.
Are auto-responses available on WhatsApp’s desktop app?
Currently, automated replies only work on the mobile WhatsApp Business app, not the desktop version.
Can I create an AI chatbot on WhatsApp?
While you can auto-respond with pre-written templates, WhatsApp doesn’t allow building complex AI chatbots.
Is there a limit to how many messages I can automate?
WhatsApp doesn’t enforce any limits. You can send unlimited automated responses within WhatsApp’s general usage policies.
Can I automatically send media files like images/videos?
Yes, WhatsApp Business API supports auto-sending media content such as product photos or videos in automated message workflows.
How quickly are automated replies sent?
Templates are triggered instantly so customers get responses in real-time, usually within 1-2 seconds.
How do I track performance of automated messaging?
WhatsApp partners provide dashboard insights into vital metrics like message delivery rate, response times, chat volume etc. to help track performance.
Conclusion
Automating responses allows WhatsApp Business users to engage customers in a more effective, instant manner. While basic auto-reply tools come built-in, businesses can benefit even more by leveraging the advanced automation capabilities provided through the WhatsApp Business API offered by partners like Zendesk and Twilio.
With the best practices covered in this guide, you can create smart WhatsApp automation workflows that deliver results. Right from configuring useful response templates to tracking performance – make sure to take an optimized approach.
Automated WhatsApp messaging is the next frontier enabling more productive conversations at scale. Implement robust automation to boost customer satisfaction and transform how your business connects with its audience on WhatsApp.