WhatsApp Business: quick replies and labels

This document goes with Lesson 3 of the course. It contains what you need to set up the WhatsApp Business app and to agree with your team on how you handle messages: a setup checklist, ready-to-copy quick replies, a label setup, agreements on who does what, the end-of-day check and an escalation policy. Print it, fill in the blanks and keep it by the business phone. Adapt all texts to your business and replace everything in [brackets] before you send anything.

Replace everything between [brackets] with your own details.

== Greeting message and away message ==

Greeting message
(Business tools → Greeting message.)
Welcome to [Business name]! This is an automated message: we’ve received your message.
During business hours ([days and times]), a team member will reply within [your target time].
Would you like to order or book? Please send us your name, the date and the number of people or items now.

Away message
(Business tools → Away message, with “Outside of business hours” as the schedule.)
Thanks for messaging [Business name]. This is an automated message: we’re closed right now.
Our hours are [days and times]. We answer messages sent after closing time before [time] on the next business day.
Would you like to order something? Send us what you’d like and when you need it. Your order is final only once a team member has confirmed it.

== Quick replies to copy ==

/prices — a question about a price
(When someone asks what something costs.)
Thanks for your question! [Product or service] costs SRD [amount].
[What is or isn’t included, for example delivery or extras.]
Would you like me to get it ready or reserve it for you?
Best, [first name]

/hours — business hours
(When someone asks when you are open.)
We’re open [days] from [time] to [time]. [We’re closed on Sundays.]
Our hours may be different on holidays; we’ll let you know ahead of time.
Is there anything we can help you with?
Best, [first name]

/address — address and directions
(When someone asks where you are.)
You’ll find us at [street and number], [neighborhood or town].
[Landmark, for example: next to the pharmacy; you can park out front.]
Our location on the map: [link to your location].
See you soon! Best, [first name]

/available — availability or stock
(When someone asks whether something is still available or when there is room.)
Thanks for checking with us. [Product or service] is [still available today / sold out right now / available again on date].
We can hold it for you until [time].
Would you like me to put it under your name?
Best, [first name]

/book — request a reservation or appointment
(When someone wants to make a reservation or an appointment. Then label: Waiting for information.)
We’d be glad to set up a reservation for you! Could I get a few details?
1. Your name
2. The date and time
3. The number of people [or: which service it is for]
Then I’ll let you know if we can fit you in. The reservation isn’t final until you get our confirmation.
Best, [first name]

/confirmed — confirm a reservation or appointment
(When the reservation or appointment is set. Also put it in the calendar and label: Appointment confirmed.)
Good news: your [reservation or appointment] is confirmed.
Date: [day and date]
Time: [time]
Name: [name]
[Number of people or service]
Can’t make it after all? Please let us know as soon as possible, so we can give the spot to someone else.
Best, [first name]

/order — a question about an order
(When someone asks where an order is or wants to change something. Label: Action needed.)
Thanks for your message. I’ll look up your order for you.
Could I get your name and the day you placed the order?
I’ll get back to you within [time] with an update.
Best, [first name]

/info — ask for missing details
(When you need more information to be able to help. Label: Waiting for information.)
Thank you! To help you properly, I still need:
[Detail 1, for example the number of people]
[Detail 2, for example the preferred date]
As soon as I have this, I’ll let you know what’s possible.
Best, [first name]

/complaint — complaint received
(When someone is unhappy. Don’t promise anything about compensation; follow the escalation policy. Label: Action needed.)
Thank you for letting us know. We’re sorry it didn’t go well.
I’ve passed your message on to [name or role], who will handle this personally.
You’ll hear from us by [day and time] at the latest. Would you prefer a call, or should we continue here on WhatsApp?
Best, [first name]

/escalate — question passed on to a colleague
(When the question belongs with the owner, a manager or a colleague with the right expertise.)
Thank you for your patience. For this question, I need to check with [name or role].
I’ve passed your message on. You’ll hear from us by [day and time] at the latest.
Best, [first name]

/call — suggesting a phone call
(When something is better discussed by phone.)
I’d rather talk this through with you on the phone.
May I call you at this number? What works better for you: [today between time and time] or [tomorrow between time and time]?
Best, [first name]

/closed — message outside business hours
(When you or a colleague sees a message after closing time and can’t handle it right away.)
Thanks for your message! We’re closed right now.
We’ll get back to you [tomorrow] starting at [time]; we’ve made a note of your question.
Would you like to send [details needed] in the meantime? That way we can get started right away.
Best, [first name]

/followup — following up on an open question
(When a customer hasn’t responded to your question or proposal. Following up once is enough; if you still hear nothing, move the chat to Resolved.)
Hi [name], I’m following up on your question from [day] about [subject].
[The proposal or open question in one sentence.]
Should we go ahead and confirm, or do you have another question? And just let us know if you no longer need it.
Best, [first name]

/privacy — no sensitive details over WhatsApp
(When a customer wants to send, or has already sent, a card number, a copy of an ID document or other sensitive details.)
Thank you. For your own safety, we don’t ask for debit or credit card numbers or other sensitive details over WhatsApp.
If you’ve already sent them, please delete the message; we’ll delete it on our end too.
You can [pay at the counter / pay another way you offer]. Would you like me to explain how that works?
Best, [first name]

/stop — confirming an opt-out
(When someone no longer wants to receive offers or news. Note it on your opt-out list right away.)
Understood. We won’t send you any more [offers or news].
Of course, if you have a question yourself, you can always message us here.
Best, [first name]

/done — closing the conversation
(When the customer has what they needed. Then label: Resolved.)
Glad we could help!
If you have another question later, you can always message us here.
Best, [first name]

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