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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.

Version 1.0 · reviewed 2026-10-16 · goes with lesson 3

Ready-to-copy quick replies, a set of labels, agreements on who answers what and an escalation policy for messages.

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Checklist: setting up WhatsApp Business

Phone and number
Install the WhatsApp Business app on the business phone, preferably with a separate business number rather than a personal number.
Name and profile photo
The business name as it appears on your storefront or receipt, without extra search or advertising words. For the photo: your logo or a clear photo of your building.
Business profile
Category, a description of two or three sentences (what you do, who you serve, how customers order or book), address and business hours. Email and website only if someone keeps them up to date.
Catalog (optional)
Only if you keep it up to date. An outdated price in the catalog leads to arguments.
Greeting message
Turn it on with the text from this document. Choose who gets it, for example everyone or only people not in your address book.
Away message
Turn it on with “Outside of business hours” as the schedule, and check that the business hours in your profile are correct.
Quick replies
Save the quick replies from this document, adapted to your business, with the same shortcuts. Test a few by sending them to a colleague.
Labels or lists
Create the five labels from this document, with fixed colors. Rename or delete default labels you don’t use.
Linked devices
Only link the devices of colleagues who do message duty, and note which devices are linked.
Security
A screen lock on the phone, two-step verification in WhatsApp (Settings → Account) and a regular backup.
Short link or QR code (optional)
The app creates a short link and a QR code for your account. Put them on your menu, receipt or Facebook page, so customers can message you directly.
Testing
Send a message from another number during and outside business hours, and check what the customer gets to see.

Greeting message and away message

The greeting message goes to new customers and to people who have not sent anything for 14 days. The away message goes out on the schedule you choose. Both only work when the phone is connected to the internet.

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

Save each reply under Business tools → Quick replies, with the shortcut from its title. In a chat, type / and choose the reply, or type the shortcut right away, such as /prices.

Fill in everything in [brackets] before you send. A message with brackets in it never goes out.
Check prices, times and stock every time; don’t write prices that change into the text.
Every reply ends with your first name, so the customer knows a person is replying and your colleagues can see who is handling the conversation.
Adapt the tone to your business. These texts are a starting point, not a rule.

/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]

Label setup

Every chat with an open customer question has exactly one of these five labels. If your app uses lists instead of labels, create lists with the same names.

Five labels, what they mean and whose turn it is
Label	Color (suggestion)	Means	Who acts	Next step
New request	Yellow	Question received, not yet properly answered	Person on message duty	First reply within the target time, then a different label
Waiting for information	Light blue	You have asked the customer something	The customer	Customer replies: Action needed. No reply after [period]: /followup
Action needed	Red	You need to do or find out something	The colleague who picks it up (note who)	Action done and customer answered: Appointment confirmed or Resolved
Appointment confirmed	Green	Reservation, appointment or order is set	Nobody until the day itself; it is in the calendar	After the appointment or delivery: Resolved
Resolved	Gray	Customer has what they needed	Nobody	Stays on; clean up now and then

Label a chat the moment you open it, even if you can’t reply yet.
Change the label as soon as the status changes, and remove the old label.
Only move a chat to Resolved when the customer really has what they needed.
Start every shift with the New request and Action needed lists, not with the top of the chat list.
Use the notes on a contact for practical details, never for health or payment details.

Agreements: who answers and how quickly

Fill in this table together with your team and post it. You choose the times yourself, based on what you and your team can keep up with; there is no fixed standard. Also put the target time you choose in your greeting message and away message.

Our agreements on WhatsApp messages (to fill in)
Agreement	Our choice
Morning message duty (from–to, who)	______________________________
Afternoon message duty (from–to, who)	______________________________
Backup for breaks, sick days or busy times	______________________________
First reply during business hours within	______ minutes
Messages sent after closing time answered before	______ (time), next business day
Waiting for information: follow up once after	______ days
Complaints are handled by	______________________________
Prices, discounts or exceptions may only be promised by	______________________________
End-of-day check by whom, at what time	______________________________
Linked devices (whose)	______________________________

Worked example

Example: target times filled in (fictional)

First reply during business hours within 30 minutes, or within an hour at the busiest times.
Messages sent after closing time answered before 9:00 AM on the next business day.
Waiting for information: follow up once after two days.
Complaints: a response from the owner the same day.

Working agreements

Whoever picks up a chat finishes it or explicitly hands it over to a colleague. Others stay out of it.
Customers are only answered from the business number, not from a personal number.
Don’t promise what you are not sure of. Say when the customer will get an answer, and stick to it.
When an employee leaves, their device is unlinked the same day.

End-of-day check (about 10 minutes)

At the end of every business day, one designated person goes through these steps.

New request
Every chat here gets a first reply now, if necessary /closed with the time you will get back to them.
Chats without a label
Go through today’s chats and unread messages. Every customer question without a label still gets one.
Action needed
For each chat: who is doing it, and when? Whatever can’t be done today goes to tomorrow morning, with a name next to it.
Waiting for information
Silent for longer than the agreed period? Send /followup or move the chat to Resolved if the conversation is finished.
Tomorrow’s appointments
Is every chat labeled Appointment confirmed for tomorrow also in the calendar?
Phone and away message
Will the away message turn on after closing time? Is the phone charged and connected to the internet?
Handoff
In the designated notebook or shared note, write what needs to happen first tomorrow, and by whom.

Handoff for tomorrow (to fill in)
Date	What needs to happen first	By whom
__/__/____	______________________________	__________
__/__/____	______________________________	__________
__/__/____	______________________________	__________

Escalation policy for messages

Some messages don’t belong with the person on message duty. For each situation, fill in who takes over and how quickly. The person on message duty always sends the customer a first response with a time when they will get an answer, and moves the chat to Action needed with the name of whoever takes over.

Which messages go to whom
Situation	What the person on message duty does	To whom	Within
Complaint about a product, food or service	Send /complaint and promise nothing about compensation	[Owner or manager]	The same day
Request for a refund, a discount or a different price	Send /escalate and don’t mention amounts	[Owner]	[Period]
Angry or abusive customer	Stay brief and polite, don’t get into an argument, send /escalate	[Manager]	As soon as possible
Emergency or threat	In an emergency, refer them to emergency services; inform the owner immediately	[Owner], and emergency services if needed	Immediately
Medical, legal or financial question outside your field	Give no advice in the chat; /escalate or /call	[Colleague with the right expertise]	[Period]
Customer sends a card number or other sensitive details	Send /privacy and delete the message	Report to [owner]	Immediately
Customer no longer wants messages	Send /stop and note it on the opt-out list	[Whoever keeps the list]	The same day
Suspicious message: a strange link, a payment request, someone posing as a bank or supplier	Don’t click links, don’t pay anything, don’t act on the request	[Owner]	Immediately
Question from the press, the authorities or a lawyer	Don’t comment on the substance; note the name and contact details	[Owner]	The same day

Whoever takes over an escalation lets the person on message duty know when it has been resolved, so the label is correct.
An escalation that is not finished today goes in the end-of-day check’s handoff.
WhatsApp and the chat are no substitute for emergency services. If someone’s health or safety is at risk, always point them to emergency services.

Privacy and rules in brief

Only message people on your own initiative if they have given you their number and have also said they want to receive messages from you. You may reply to someone who asks you a question.
No unsolicited mass messages, no bought lists of numbers, and don’t add customers to a group without asking.
Remove anyone who wants to stop from the list immediately, even if they say so on the phone or at the counter.
Never ask for full debit or credit card numbers over WhatsApp; WhatsApp’s policy prohibits it.
Don’t ask for copies of ID, medical details or passwords unless it is really necessary.
If you use automatic messages, make sure the customer can reach a person quickly.
Secure the phone with a screen lock, two-step verification and regular backups.

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