Where each message goes
| Message | Where to use it |
|---|---|
| Greeting | WhatsApp Business app → Business tools → Greeting message, or the first step of a chatbot |
| Away | Business tools → Away message, or an after-hours auto-reply |
| Quick replies | Business tools → Quick replies (type / and the shortcut), or saved replies in a shared team inbox |
| Offer and festival | A broadcast to customers who agreed to get offers — on the API this is a marketing template |
| Payment reminder and order confirmation | Utility templates, sent automatically from your system or SAP |
Tips for messages customers answer
- Ask one clear question. "Please share the product name or a photo" gets faster replies than "How can we help?"
- Use bold for the one thing that matters — the offer, the date or the amount. Format text →
- Always give a way to stop offers. "Reply STOP to stop offers" keeps your number's quality high. How to collect opt-ins →
- Keep it short. Most people read WhatsApp on a phone.

