The Auto-Reply & Notifications tab lets you configure simple automated WhatsApp replies and email alerts for unread Live Chat messages.
Use this page when you want the system to automatically greet customers, manage unsubscribe/resubscribe behavior, and notify your team when messages need attention.
📍 Where to Find This Tab #
Go to:
Settings → WhatsApp Settings → Auto-Reply & Notifications
This tab appears for users who have permission to view Basic Reply settings.
🧩 What This Tab Controls #
The tab includes two main sections:
- 🤖 Basic Auto Replies
- 📧 Email Notification Settings
Basic Auto Replies control automatic WhatsApp responses.
Email Notification Settings control email alerts for unread Live Chat messages.
🤖 Basic Auto Replies #
Basic Auto Replies are simple, built-in automated responses for common customer situations.
This section includes:
- 👋 Greeting message
- 🔔 Automatic Resubscription
- 🚫 Automatic Unsubscription
Each option has an enable/disable toggle. When you enable an option, its message field appears and becomes required.
👋 Greeting Message #
The Greeting message is sent automatically when a customer messages your WhatsApp number for the first time.
It can also be sent when a customer messages again after 10 days of inactivity, as long as their message does not match another configured auto-reply condition.
Use this message to welcome customers and explain what they can do next.
Example Greeting Message #
Hi 👋 Thanks for contacting us. Our team will reply shortly. You can also send your question here, and we’ll be happy to help.
📝 Greeting Message Content #
When the Greeting message is enabled, the Greeting Message Content field appears.
This field is required when the toggle is on.
Maximum length:
- 1028 characters
Recommended content:
- Welcome message
- Expected response time
- Short instruction
- Brand tone
- Support availability
🔔 Automatic Resubscription #
The Automatic Resubscription option automatically updates a contact’s status to Subscribed when they message you again after previously unsubscribing.
When enabled, the system also sends a confirmation message to the customer.
Use this if you want customers to be able to opt back in by simply messaging your WhatsApp number again.
📝 Resubscription Confirmation Message #
When Automatic Resubscription is enabled, the Resubscription Confirmation Message field appears.
This field is required when the toggle is on.
Maximum length:
- 1028 characters
Example Resubscription Message #
You have been resubscribed successfully. You can now receive WhatsApp updates from us again.
🚫 Automatic Unsubscription #
The Automatic Unsubscription option automatically unsubscribes a contact when they send one of your configured unsubscribe keywords.
When enabled, the system also sends a confirmation message to the customer.
Use this to respect customer opt-out requests and reduce unwanted messaging.
📝 Unsubscription Confirmation Message #
When Automatic Unsubscription is enabled, the Unsubscription Confirmation Message field appears.
This field is required when the toggle is on.
Maximum length:
- 1028 characters
Example Unsubscription Message #
You have been unsubscribed successfully. You will no longer receive WhatsApp updates from us.
📧 Email Notification Settings #
The Email Notification Settings section controls whether your team receives email alerts for unread Live Chat messages.
📩 Enable Email Notifications #
Turn on Enable Email Notifications if you want to receive email alerts when there are unread messages in Live Chat.
This helps your team:
- Respond faster
- Avoid missing customer messages
- Follow up on pending conversations
- Improve support responsiveness
Turn it off if your team manages all messages directly from the Live Chat inbox and does not need email reminders.
💾 How to Save Changes #
To update these settings:
- Open WhatsApp Settings.
- Go to Auto-Reply & Notifications.
- Enable or disable the required toggles.
- Enter message content for any enabled auto-reply.
- Turn email notifications on or off.
- Click Save Changes.
If the update succeeds, the system shows:
Update successfully.
⚠️ Required Message Behavior #
When an auto-reply toggle is enabled, its message field becomes required.
This applies to:
- Greeting Message Content
- Resubscription Confirmation Message
- Unsubscription Confirmation Message
If you enable one of these options but leave its message empty, the form may not save until you enter valid content.
🔎 Common Issues #
🚫 I Cannot See the Auto-Reply & Notifications Tab #
Possible reasons:
- Your user does not have Basic Reply View permission.
- Your account role does not allow access to WhatsApp settings.
💾 Save Changes Does Not Work #
Check that:
- Every enabled auto-reply has message content.
- Messages are not longer than 1028 characters.
- Your session is still active.
- You have permission to edit these settings.
👋 Greeting Message Is Not Sending #
Check that:
- Greeting message is enabled.
- Greeting Message Content is filled.
- The customer is messaging for the first time or after 10 days of inactivity.
- The incoming message does not match another auto-reply condition.
🚫 Unsubscription Is Not Triggering #
Check that:
- Automatic Unsubscription is enabled.
- The customer sent one of your configured unsubscribe keywords.
- The Unsubscription Confirmation Message is filled.
📧 Email Alerts Are Not Received #
Check that:
- Enable Email Notifications is turned on.
- The related inbox messages are unread.
- The recipient email settings are correct.
- Emails are not going to spam or junk folders.
🧠 Best Practices #
- ✅ Keep auto-reply messages short and clear.
- 👋 Use the greeting message to set expectations.
- 🚫 Make unsubscribe confirmation respectful and simple.
- 🔔 Make resubscribe confirmation clear so customers know they opted back in.
- 📧 Enable email notifications for teams that may miss unread chats.
- 🧪 Test each enabled auto-reply using a real WhatsApp conversation.
- ✍️ Avoid long paragraphs; customers read WhatsApp messages quickly.
- 🔁 Review messages regularly to keep them aligned with your business tone.
✅ Summary #
The Auto-Reply & Notifications tab helps you automate simple customer communication and keep your team informed.
You can enable greeting messages, automatic unsubscribe and resubscribe confirmations, and email alerts for unread Live Chat messages. These settings help your business respond faster while maintaining clear opt-in and opt-out behavior for WhatsApp customers.
