Auto-Replies Setup Guide
Keyword-based auto-replies let you respond instantly to common customer queries on WhatsApp by setting up specific trigger words or phrases.
They’re useful for a variety of purposes, such as:
- Providing pricing information when customers send messages with words like “price” or “pricing.”
- Sharing your store hours when they message words like “timings” or “hours.”
- Sending support details when a message contains words like “help” or “support.”
In this article, we’ll show you how to create keyword-based auto-replies to support these use cases.
How to Set Up Auto-Replies
- Go to Automations in the left sidebar menu and select Auto Replies from the dropdown.
- Once you’re on the Auto-Replies screen, click on the Add New Auto Reply button in the top-right corner. This will open a pop-up.
- At the top of the pop-up, under MESSAGE TEXT, enter one or more trigger words or phrases separated by commas. These words or phrases will act as triggers when customers send matching messages.
- Below that, under the MESSAGE TYPE section, choose whether the auto-reply should send a free-form text message or a pre-approved message template.
- Further down, enter the message you want customers to receive when they send one of the trigger words or phrases you specified.
That’s it! Your keyword-based auto-reply is now set up. You can enable or disable it anytime from the Status column on the Auto-replies screen.
Now that you know how to set up basic automations and auto-replies, we’ll show you how to build WhatsApp chatbots to automate real-time conversations.
Updated on: 08/07/2025
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