How to set up automatic replies on WhatsApp and Instagram
The quickest way to set up automatic replies to incoming messages: connect your message channels (Messenger, Instagram, WhatsApp) to a single inbox, then turn on a welcome message per channel — a single line like "We got your message, we'll get back to you soon." Your customer gets that reply instantly, and you send your real answer when you're ready. This guide explains what's possible where, the right message text, and common mistakes.
Why it matters: the first-hour rule
Customers who message are usually comparing you to two or three other businesses at once. If you don't reply in the first hours, the conversation usually continues elsewhere. An automatic welcome fills that gap: it doesn't make the sale itself, but it keeps your customer feeling heard and the conversation with you.
What's possible on each channel?
| Channel | Automatic welcome | Requirement |
|---|---|---|
| Yes | WhatsApp Business account must be connected | |
| Instagram DM | Yes | Instagram professional account must be connected |
| Facebook Messenger | Yes | Facebook page must be connected |
These apps have similar features built in (WhatsApp Business "quick replies", Instagram "frequently asked questions"). The difference is this: when you bring channels into one panel, the welcome message and the conversation that follows both live in the same place — you don't jump between three apps and nothing gets missed.
Setup step by step
- Connect your channels — bring Instagram, Facebook, and WhatsApp to a single inbox: Connect WhatsApp and Instagram
- Click the Automations button in the top bar of Messages.
- In your channel group (Messenger, Instagram, or WhatsApp), turn on the switch for the Welcome message card.
- Type your message in the Message to send field.
- Choose When should it be sent? — Only on the first message or On every new conversation.
For the full walkthrough: Set up automatic welcome messages
Which mode should you pick?
| Only on the first message | On every new conversation | |
|---|---|---|
| What it does | Sends once when a customer messages you for the first time | Sends at most once per conversation in 24 hours |
| Best for | Most businesses | Businesses that get a lot of off-hours messages |
| Risk | Nearly zero | Could feel robotic if the text is bad |
If you're unsure, start with Only on the first message. If customers keep coming back and having to wait each time, switch to On every new conversation.
How to write a good welcome message
- Keep it short — one, maybe two sentences.
- Be honest — don't say "we'll reply right away" if you can't. "As soon as possible" is enough.
- Be clear about timing — if your hours are set, say so: "We'll get back to you by 6 PM today."
- Don't ask questions — don't expect a reply to your welcome; the real conversation starts when you show up.
Bad example: "Hi! How can I help you? Have you looked at our products? Are you aware of our campaigns?" — three questions, zero answers.
Good example: "Hi! We got your message, we'll get back to you within an hour. 💬"
Common mistakes
Mistaking the welcome for a full reply. The welcome buys time; your customer is still waiting for your real answer. Don't leave a conversation unread just because you sent an automatic message.
Pretending to be human. An automatic message that says "Hi, I'm Ayşe, I'm giving you special attention" erodes trust when the real Ayşe shows up two hours later. An honest welcome that's clearly automatic works better.
Not connecting the channel first. Welcome messages only work when messages land in your inbox. If the card says Connection required, connect the channel first.
Writing a long intro pitch. If you cram price lists, addresses, and hours into the welcome, your customer won't read it. One job: tell them you heard them.
Frequently asked questions
Do old messages get automatic replies too? No. Nothing is sent to messages that arrived before you turned on welcome messages.
Does it go to the same person multiple times? No. Even in On every new conversation mode, the same conversation gets at most one welcome message in 24 hours.
What if the customer replies to the welcome? The reply lands in your inbox as a normal message and you answer it. No second automatic message goes out.
Can I see what was sent? Yes — it appears in the conversation as a regular outgoing message.
Next step
The welcome message is the first link in the path from message to sale. For the full journey — single inbox, reply time, turning browsers into buyers — see: How to not lose a customer from WhatsApp and DM
What bringing channels into one inbox does for your business is explained on the social inbox page.