Auto Replies let you automatically respond to customers when they send matching keywords on WhatsApp. You can reply with a text message, approved WhatsApp template, nearest branch location, or start a chatbot flow.
Use Auto Replies for common first responses such as pricing requests, support keywords, branch location requests, lead qualification, and chatbot entry points.
✅ Before You Begin #
Make sure you have:
- ✅ Permission to view, add, edit, or delete Dynamic Auto replies.
- ✅ Keywords prepared for each auto reply.
- ✅ Approved WhatsApp templates if you want to send template responses.
- ✅ Uploaded media if the template uses image, video, or document headers.
- ✅ Published or available chatbots if the auto reply should start a chatbot.
- ✅ Branch records are configured if you want to use the nearest branch response.
📍 Where to Find Auto Replies #
Go to:
Automation & Auto Replies → Auto Replies
The Auto Replies page shows all configured keyword-based replies.
📋 Auto Replies List #
The list shows:
- 🆔 ID: the auto reply record ID.
- 🏷️ Auto Reply Name: the internal name of the auto reply.
- 🔑 Key Words: one or more trigger keywords.
- 📩 Auto Reply Response: What will be sent or started?
- 🔢 Used Count: how many times the auto reply has been triggered.
- 🟢 Status: active, inactive, expired media, or near-expired media.
- ⚙️ Options: edit or delete.
🔑 How Keywords Work #
Each auto reply uses one or more keywords.
When a customer sends a WhatsApp message that matches a configured keyword, the system can trigger the linked response.
Keywords are entered as comma-separated values, for example:
pricing, price, plans, subscriptionIn the form, keywords are managed as tags, making it easier to add or remove multiple trigger words.
Best practices:
- Use simple, customer-friendly words.
- Add common variations.
- Avoid using the same keyword in many active auto replies.
- Use clear intent-based keywords such as
support,pricing,location, orbook appointment.
➕ Create an Auto Reply #
Click Add Auto Reply.
The Auto Reply Details page opens.
Basic fields include:
- Auto Reply Name
- Key Words
- Auto Reply Type
The rest of the form changes depending on the selected Auto Reply Type.
🧩 Auto Reply Types #
📝 Text Auto Reply #
Use TEXT when you want to send a simple WhatsApp text response.
You can enter a text message up to the configured limit.
The editor supports WhatsApp-style formatting:
*text*for bold_text_for italics~text~for strikethroughtextfor monospace/code
You can also insert placeholders from the placeholder list.
Use this type for:
- Quick replies
- Basic greetings
- Support instructions
- Business hours
- Simple FAQs
Example:
Thanks for contacting us. Our team will reply shortly.🧾 Template Auto Reply #
Use TEMPLATE when the auto reply should send an approved WhatsApp template.
Configure:
- Template category
- Template header
- Template name
- Template language
- Media ID or Link URL, if needed
- Location details, if needed
- Body placeholders
- Button variables
- Flow button data, if the template includes a flow button
Template categories include:
- 📣 Marketing
- 🔔 Utility
- 🔐 Authentication
The selected template controls the available language, preview, variables, and buttons.
🖼️ Media Template Requirements #
If the selected template header is an image, video, or document, you must provide one media source:
- Select a Media ID
- Or enter a Link URL
Do not provide both.
If both are empty, the system will block saving.
If both are filled, the system will also block saving.
📍 Location Template Requirements #
If the selected template header is LOCATION, you must provide:
- Address
- Location Name
- Latitude
- Longitude
Use this when the auto reply should send a fixed business location.
🏢 Branch Auto Reply #
Use Branch when the system should send the nearest available branch based on the customer’s shared location.
The auto reply response explains that the system will identify and send the nearest branch within a 250 KM radius based on the location provided by the customer.
Use this type for:
- Store locator replies
- Nearest office
- Nearest clinic
- Service branch routing
- Location-based customer support
Important note:
- The customer must provide a WhatsApp location for the branch lookup to work correctly.
🤖 Chatbot Auto Reply #
Use CHATBOT when the keyword should start a chatbot.
You must select a chatbot from the Chat Bot ID dropdown.
Use this type for:
- Guided sales flows
- Support menus
- Lead qualification
- Booking flows
- Multi-step automation
Important notes:
- The selected chatbot should be built and ready.
- If no chatbot is selected, the system will block saving.
- When triggered, the auto reply starts the chatbot conversation flow.
👀 Auto Reply Preview #
The right-side preview helps you review the response before saving.
Depending on the selected type, the preview may show:
- Text message content
- Template header
- Template body
- Template footer
- Template buttons
- Nearest branch explanation
- Empty/placeholder state for chatbot selection
The preview stays visible while scrolling, so you can review changes while editing.
💾 Save an Auto Reply #
Click Save after completing the required fields.
The system validates based on the selected type.
For TEXT:
- Text Message is required.
For TEMPLATE:
- Template Header is required.
- Template Name is required.
- Template Language is required.
- Media templates require either Media ID or Link URL.
- Location templates require address, location name, latitude, and longitude.
For CHATBOT:
- Chatbot selection is required.
For Branch:
- No template or text body is required.
🟢 Activate or Deactivate an Auto Reply #
From the Auto Replies list, use the status toggle.
When you change the toggle:
- The system updates the status immediately.
- A success message appears if the update works.
- If the update fails, the toggle returns to its previous state.
Use inactive status when:
- You want to pause the automation.
- The response needs review.
- The media is expired.
- The keyword should no longer trigger a response.
⚠️ Media Expiry Warnings #
If an auto reply uses media, the status column may show:
- 🟢 Active
- 🔴 In Active
- ⚠️ Media is near-expired
- ❌ Media is expired
If the media is expired, update the auto reply with a new Media ID or a valid Link URL.
🔎 Search and Filter Auto Replies #
You can search quickly by Template Name from the list header.
The advanced search modal supports:
- Date Created From
- Date Created To
- Auto Reply Name
- Auto Reply Type
- Auto Reply Status
- Template Category
- Template Header
Use Clear Filter to reset the list.
🗑️ Delete an Auto Reply #
Click the delete icon beside the auto reply.
A confirmation message appears:
Are you sure you want to delete this Auto Reply?
Click Delete to remove it.
Deleting an auto reply stops that keyword automation from being available.
📄 Pagination #
If you have many auto replies, use the pagination controls at the bottom of the list.
Current filters are preserved while moving between pages.
✅ Best Practices #
- Use one clear purpose per auto reply.
- Keep keyword lists focused.
- Avoid overlapping keywords across active records.
- Use text replies for simple answers.
- Use templates for structured or approved business notifications.
- Use chatbot replies for multi-step conversations.
- Check Used Count to identify popular triggers.
- Review expired media warnings regularly.
- Test each keyword from WhatsApp after saving.
🧠 Summary #
Auto Replies help your business respond instantly when customers send matching keywords. Each auto reply can send a text message, WhatsApp template, nearest branch response, or start a chatbot. Use statuses, filters, previews, and Used Count to keep your automations organized and reliable.
