How to Set Up WhatsApp Quick Replies and Boost Customer Engagement

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WhatsApp has become a go-to channel for businesses to market their brands on. With a host of features that the WhatsApp Business app and the WhatsApp Business API has to offer, our team of WhatsApp marketing experts continue to explore the possibilities. 

So in this blog, we’re unlocking the use of another feature offered by the WhatsApp Business app and WhatsApp Business API - WhatsApp quick replies. 

We will walk you through what WhatsApp quick replies are, benefits of this WhatsApp feature, how businesses can use them and WhatsApp quick reply examples you can put to use. 

What are WhatsApp quick replies?

WhatsApp quick replies are pre-saved messages that you can send easily by using predetermined shortcuts linked to three specific keywords that you choose. You can use quick replies to quickly respond to common questions that you often receive in your chats.

WhatsApp quick replies also allow you to include media messages, such as images and videos. With WhatsApp Business, you can store up to 50 quick replies for your business. 

What are the benefits of WhatsApp quick replies?

Below are the advantages of implementing WhatsApp quick replies and how they have positively influenced your business operations:

  1. Time-Saving: WhatsApp quick replies save time by allowing you to use pre-written responses for common queries. Instead of typing out the same answers repeatedly, you can quickly select and send a predefined message. This efficiency helps you respond to customer inquiries more promptly and effectively.
  1. Consistent Brand Voice: WhatsApp Quick replies ensure a consistent brand voice and messaging across your customer interactions on WhatsApp. By using predefined responses, you maintain a unified communication style that aligns with your brand identity. This consistency builds trust and strengthens your brand image.
  1. Improves Average Response Time: With WhatsApp quick replies, you can respond to customer messages faster. You can swiftly select appropriate quick replies and send them by eliminating the need to type out every response from scratch. This decreases response times, satisfying customer expectations for quick resolutions and improving overall customer satisfaction.
  1. Handle Multiple Customers at Once: WhatsApp quick replies enable efficient multitasking. You can handle multiple customer conversations simultaneously by utilizing quick replies for common inquiries. This feature allows you to address the needs of multiple customers without compromising on response quality or speed.
  1. Improve Customer Service: By leveraging quick replies, you enhance the overall customer service experience. The time-saving nature of quick replies, combined with consistent and timely responses, contributes to a higher level of customer satisfaction. When customers receive prompt and relevant answers, it improves their perception of your brand and encourages positive word-of-mouth referrals.

How to set up quick replies on the WhatsApp business app? 

To create quick replies on the WhatsApp Business app, follow these steps:

  • Open the app and tap on More options (three dots).
  • Go to “Business Tools” and select “Quick Replies”.
  • Tap on “Add” to create a new quick reply.
  • Enter the desired message content in the Message field.
  • Note that media files cannot be added to quick replies on the Web or Desktop versions.
  • Set a keyboard shortcut for a quick reply by tapping on Shortcut.
  • Once you're done, tap SAVE to save the quick reply.

You can also set default replies on WhatsApp Business.

The WhatsApp Business app offers a convenient way to communicate with your customers by providing quick replies based on the information in your business profile. 

These predefined responses can be sent easily, containing essential details such as your business hours, address, or even your profile. To access and utilize these default quick replies, there are two simple methods:

(i) Open a chat, tap Message, and type "/" 

(ii) Open a chat, tap Attach > Quick Replies.

💡Bonus tip: Complete each section in your business profile to generate a default WhatsApp business quick reply to inform customers about your address, hours, and more.

However, the WhatsApp Business app has certain restrictions when managing a high volume of customer interactions. With quick replies, the limitations of WhatsApp Business are;

  • Manual configuration for each message and shortcut. 
  • Restricts usage of a single person on a single device simultaneously. 
  • Imposes a limit of 50 quick replies with a maximum length of 25 characters. 

Use WhatsApp Business API to access advanced and better functionality. integrated with your WhatsApp API enables you to use WhatsApp marketing at scale for promotions, cart recovery campaigns and customer engagement.

Why use WhatsApp business API to set up quick replies? 

Here's an explanation of each point highlighting why using the WhatsApp Business API to set up quick replies is advantageous:

  • Store up to 5,000 WhatsApp quick replies: The WhatsApp Business API allows businesses to store a significantly larger number of quick replies compared to the WhatsApp Business app, accommodating up to 5,000 pre-saved responses. This extensive capacity enables businesses to cover a wide range of customer inquiries and interactions efficiently.
  • Supports dynamic variables: With the WhatsApp Business API, quick replies can include dynamic variables, allowing businesses to personalize responses. These variables can be dynamically populated with customer-specific information, such as names or order details, resulting in more tailored and relevant messaging.
  • Works across multiple channels: The WhatsApp Business API is not limited to the mobile app and can work seamlessly across multiple channels, including web interfaces and integration with customer relationship management (CRM) systems. This versatility allows businesses to manage customer interactions efficiently through different touchpoints, ensuring consistent and synchronized communication.
  • Can be categorized: Quick replies with the WhatsApp Business API can be organized and categorized based on specific themes or topics. This categorization simplifies the management and retrieval of relevant quick replies, enabling businesses to quickly access and send appropriate responses during customer interactions. is a powerful platform that enables businesses to set up advanced automation and personalization for their quick replies. By utilizing, companies can ensure that their quick replies remain contextual and personalized, resulting in better engagement and improved conversions.

Must have WhatsApp quick replies for eCommerce businesses 

Here is a list of some of the must-have WhatsApp quick reply templates useful for eCommerce businesses. 

Greeting messages

  • Welcome to our online store! How can we assist you today? Feel free to ask any questions.
  • Hello! Thank you for visiting our eCommerce platform. Let us know how we can help you.
  • Hi there! We're excited to have you here. How can we make your shopping experience great?
  • Greetings! We're here to help you find the perfect products. Let us know how we can assist.

Opening hours

  • Our online store is open 24/7. Shop at your convenience, any time of the day!
  • We're available to serve you round the clock. Shop with us whenever it suits you.
  • Our customer support is available from 9 am to 6 pm, Monday to Friday, to assist you.

Delayed reply message:

  • Apologies for the delay in responding. We're working on your query and will get back to you soon.
  • We're sorry for the wait. Our team is addressing your request and will respond shortly.
  • Thank you for your patience. We haven't forgotten about you and will provide a prompt response.
  • Sorry for the delay. Your inquiry is important to us, and we're actively working on resolving it.

Refunds and return policies:

  • Please refer to our website for our detailed refund and return policies. We strive for customer satisfaction.
  • We have a hassle-free refund and return policy. Visit our website for all the necessary information.
  • Your satisfaction is our priority. Check our website for transparent refund and return policies.

New product announcement:

  • Introducing our latest addition! Check out our website for the exciting new product now available.
  • We're thrilled to launch a new product! Visit our store and be among the first to experience it.
  • Get ready for something amazing! Our new product is here. Discover it on our website today.
  • Big news! We've just released a new product. Head over to our store and explore its incredible features.

Order Confirmation

  • Thank you for your order! We've received it and will process it soon. Stay tuned for updates.
  • Your order is confirmed! We're busy preparing it for shipment. We'll notify you once it's on its way.
  • Great news! Your order is in progress. You can track its status on our website using your order number.
  • Confirmation received! We're working on fulfilling your order. We'll keep you updated throughout the process.

Shipping update

  • Exciting news! Your package is on its way. Keep an eye out for updates from our delivery partner.
  • Good news! Your order has been shipped. Track its journey using the tracking number provided.
  • Shipping update: Your package is out for delivery. It should arrive soon. Thank you for your patience.
  • Great progress! Your order is now with the courier. You can track its delivery status on our website.

Ask satisfied customers for a review:

  • We'd love to hear your feedback! If you're satisfied, please leave us a review. Thank you!
  • Your opinion matters to us. Share your experience with our products by leaving a review. It's greatly appreciated.
  • If you enjoyed shopping with us, kindly leave a review. Your feedback helps us serve you better.

Products back in stock:

  • Exciting news! The product you've been waiting for is finally back in stock. Order now before it sells out again!"
  • Good news! We've restocked the item you've been eyeing. Don't miss your chance to get it!
  • We're happy to inform you that the product you've been looking for is back in stock. Shop now while supplies last.
  • Great news! The popular product you wanted is now available again. Place your order before it runs out.

Closing conversations:

  • Thank you for choosing our online store. If you have any more questions, feel free to reach out. Have a great day!
  • It was a pleasure assisting you. If there's anything else we can do for you, please don't hesitate to ask.
  • We're here for you anytime. If you need further assistance, feel free to contact us. Happy shopping!
  • Thank you for your support. We appreciate your business.

📑 Recommended reads:

Set your WhatsApp quick replies with maximizes the effectiveness of your customer engagements by identifying optimal timing and opportunities to nudge your contacts. 

It achieves this through various flows such as WhatsApp broadcasts, multi-step abandoned cart recovery, converting cash-on-delivery (COD) orders to prepaid, and a range of other tailored actions designed to enhance conversions and customer interactions.

Auric, an ayurvedic health and wellness brand leveraged to scale their direct one-to-one selling campaigns and set up a multi-stage abandoned cart recovery which helped them achieve:

✅34% CTR and 55% conversion rate 

✅74.84% cart recovery rate on WhatsApp. Read the case study here

Book a demo to learn more about!

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