WhatsApp Quick Reply set up - tutorial

If you have already successfully started customer communication via WhatsApp Business, you are certainly familiar with WhatsApp Quick Replies. This feature opens up the possibility for you to optimize customer interaction right from the start and save valuable time in the process. But what exactly is behind WhatsApp Quick Replies?

WhatsApp Quick Replies are predefined text messages that allow you to efficiently answer frequently asked customer queries. However, this feature goes a step further by allowing you to not only serve customers reactively, but also actively greet them and convey important information. This is especially valuable for first customer contact or to proactively initiate interactions.

In this article, we will not only introduce you to the basics of WhatsApp Quick Reply, but also show you how you can use it to immediately welcome customers and initiate valuable interactions. Additionally, we will present you some examples of Quick Replies to help you get started. The {{text modules}} in curly brackets are customizable variables that allow you to seamlessly integrate customer-specific details into WhatsApp Quick Replies.

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What is Quick Reply in WhatsApp Business?

Quick Replies in WhatsApp Business (also called WhatsApp Quick Replies ) are predefined chat messages that are automatically sent to customers when certain events occur. This feature allows businesses to efficiently handle customer requests and provide important information. WhatsApp Quick Replies can have multiple functions and are extremely useful for customer communication.

Quick Replies in WhatsApp Business can either be automated or sent manually. General topics are suitable for automated messages, such as greeting the customer after an incoming message. As soon as a customer starts the chat, an automated welcome message can be sent. This signals to the customer that their message has arrived and is being handled by the company. A clear and immediate response to customer queries helps to avoid uncertainty and increase customer satisfaction.

Manual Quick Replies make it easier to formulate the response thanks to the message template with text modules. Thus, only a few words need to be adjusted instead of composing the entire message manually. This is suitable for all frequent customer concerns.

WhatsApp Quick Reply is available for users of the WhatsApp Business App as well as in the WhatsApp Business API. Private WhatsApp accounts do not have access to this company-specific feature.
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WhatsApp Quick Replies advantages — WhatsApp Quick Reply has many advantages - just try it out!

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By the way: With the WhatsApp API you can even connect thousands of other programs with WhatsApp. For example, you can integrate WhatsApp into your store system and thus send automated order and shipping confirmations.

Are you currently still using a private WhatsApp account for your company? Find out here why it's worth switching to the WhatsApp Business API..

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Set up WhatsApp Quick Reply - tutorial

Create Quick Reply in the WhatsApp Business app:

Quick Replies in WhatsApp Business are very easy to set up. Just follow these instructions (source: WhatsApp FAQ):

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For Android

‍Tap "More options > Business tools > Quick replies" in the WhatsApp Business app.
Tap on "Add".
Tap "Message" to compose your message.
Tap "Shortcut" to set the keyboard shortcut for your Quick Reply.
Tap "SAVE

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For iPhone

In the WhatsApp Business app, tap "Settings".
Tap on "Company Tools > Quick Replies".
Tap on "Add".
Tap on "Enter a message" and compose your message.
Tap "Shortcut" to set the keyboard shortcut for your Quick Reply.
Tap on "Save".
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Screenshot of WhatsApp Quick Replies setup in WhatsApp Business (desktop browser).

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Notice: WhatsApp Web and Desktop do not support media files in Quick Replies.

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Create Quick Reply via WhatsApp Business API and Mateo:

If you use the WhatsApp Business API via Mateo, Quick Replies are of course available as a feature. The setup process is as follows:

Open the Mateo webapp.
Click on the gear in the upper right corner to enter the settings.
Navigate to "Message channels" and select your WhatsApp channel.
Activate the "Autoresponder" option.
Now they can deposit automatic messages.
Click on "Confirm" to save your entries.

Screenshot of WhatsApp Quick Replies setup in Mateo (Web App).

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Use cases for Quick Reply in WhatsApp Business

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Greeting the customers

One of the most important uses of Quick Reply in WhatsApp Business is to greet your customers. Similar to the friendly "good day" when entering a store, an automated welcome message in WhatsApp chat signals to your customers that they are welcome and that their requests will be handled quickly. If there are currently longer response times, you can inform customers directly and set realistic expectations about response times. If a customer sends a message outside of your business hours, you can also use an automated out-of-office message in this case to let them know that you are currently unable to respond and ask them to get back to you during your regular business hours.

WhatsApp customer support

Automatic replies play a crucial role in the field of customer support via WhatsApp. Nowadays, customers expect quick and reliable responses to their queries. This is where Quick Replies come into play to meet these demands. When customers submit a request, the system can automatically send a reply confirming that the message has been received and that the support team will respond soon with a solution. This interim confirmation alone can boost customer confidence and alleviate frustration caused by long wait times. In cases where the response time could be longer, the auto-reply can inform the customer of the estimated timeframe and potentially offer alternative sources of information. In this way, customer support is made more efficient and customer satisfaction is increased.

WhatsApp out of office messages

Absenteeism happens in every business, whether it's due to holidays, vacations, or planned/unplanned closures. This is where Quick Replies are extremely useful. If a customer sends you a message while your business is closed, an automated out of office message can let them know that you are temporarily unavailable and when they can expect a response. This creates transparency and reduces customer frustration. At the same time, you can indicate alternative contact options or resources that could help customers while you are away. This kind of automatic reply not only increases your company's professionalism, but also shows that you take your customers' needs seriously.

Quick Replies in WhatsApp Business thus offer a wide range of possible applications for making customer communication more efficient and customer-friendly.

‍Learn morein our case studyhow the Dokos Veterinary Practice was able to automate 30% of all appointment requests using Mateo and automatic response messages.

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5 WhatsApp Quick Reply Message Templates

1. welcome message within opening time

Suggested name: autoreply_opened

Textbeispiel: Hallo {{Kunde}}, vielen Dank für Ihre Nachricht. Ein Mitarbeiter wird sich in Kürze bei Ihnen melden. Wenn es um eine Bestellung geht, halten Sie bitte Ihre Bestellnummer bereit.

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2. welcome message out of opening time

Proposed name: autoreply_closed

Textbeispiel: Hallo {{Kunde}}, vielen Dank für Ihre Nachricht. Leider erreichen Sie uns außerhalb unserer Öffnungszeiten. Sobald wir wieder geöffnet haben, werden wir uns bei Ihnen melden.

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3. opt-in request

Proposed name: optin_request

Textbeispiel: Hallo {{Kunde}}. Für eine einfache Kommunikation mit Ihnen würden wir Sie gerne per WhatsApp anschreiben. Um die Unterhaltung zu beginnen, antworten Sie bitte mit “Ja”.

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4. forwarding to the responsible department or person

Proposed name: responsible_department_info

Text example: For the best possible processing of your request, the message has been passed on to the relevant department. An employee will contact you here shortly.

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5. complaint receipt

Proposed name: claim_received

Textbeispiel: Hallo {{Kunde}}. Es tut uns Leid zu hören, dass Sie auf ein Problem gestoßen sind. Wir sind stets bemüht, unseren Kunden in solchen Fällen bestens zur Seite zu stehen. Wir werden uns sofort um ihr Anliegen kümmern.

Message Templates for Automatic Greetings in WhatsApp — You can find many more message templates and in our WhatsApp message templates gallery and in our blog article "15 message templates for automatic replies in WhatsApp Business".

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By the way: With the WhatsApp API, in contrast to the normal WhatsApp Business version, you can even send WhatsApp newsletters and thus operate extremely effective existing customer marketing to increase your sales. All information about the WhatsApp newsletter can be found here!

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Revolutionize your customer communication with Mateo!

At Mateo, we are your messaging experts when it comes to customer communication. Hundreds of companies already use Mateo and are enthusiastic about it. Our customers particularly appreciate the following advantages of Mateo:

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Central user interface

In addition to WhatsApp Business API, Mateo bundles many other communication channels such as email, Instagram, Google Business Chat, SMS or Facebook Messenger in a central inbox. On the intuitive and clear user interface, you will find various helpful tools for particularly efficient customer communication. For your customers, a web widget with the message channels you support is available for particularly easy contact.

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Custom Message Templates

Thanks to various message templates that can be created individually, the amount of paperwork is minimized and the efficiency of customer communication is increased. This means that personnel resources in the service area can be deployed elsewhere.

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WhatsApp & SMS Marketing Newsletter

With Mateo's WhatsApp API solution, newsletters can be sent in a GDPR-compliant manner. Due to the first-class open rate of 98% for WhatsApp messages, marketing can thus be done much better than via email or other channels. With Mateo, you can also send your marketing newsletters automatically via SMS.

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More positive Google reviews

With Mateo, you create an outstanding customer experience. Mateo can automatically request online reviews from your customers. The more reviews you have, the better you will be found on Google, for example. Reviews also create trust in your company.

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Privacy

Mateo's messaging tool is compatible with all German and European legally binding data protection requirements. If the law changes, the software will be revised accordingly. For absolutely secure customer communication, all messages are encrypted end-to-end. You can read all the info about the GDPR when using WhatsApp in our article"WhatsApp Business and GDPR". This will help you avoid the warnings, severe penalties and expensive legal costs that often occur in the event of non-compliance with the GDPR (= use of the standard WhatsApp Business app).

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Scalability for all company sizes

The scalability of the messaging tool has been confirmed by the large number of companies already using Mateo with great satisfaction. Whether customers have just a few employees or many hundreds, the software works smoothly and, depending on the package, with an unlimited number of end devices, users and phone numbers. The fact that Mateo significantly reduces the workload in the customer service area opens up new growth opportunities for many companies.

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Low cost provider for WhatsApp Business API

With an entry-level price of just 79 euros per month, Mateo is a cost-effective provider for WhatsApp Business API solutions on the German market. Combined with the integration of additional communication channels and various helpful tools, Mateo offers excellent value for money. Mateo's personal customer support assists companies with every step of the integration, ensuring very low barriers to entry.

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WhatsApp Quick Reply Setup - Tutorial [August 2023]