Set up an automatic reply to your contacts' WhatsApp messages to send a relevant response based on the content of their message, the campaign name, the sender phone number, or a campaign button. This helps you provide instant answers to common questions and improve your support.
Why send a WhatsApp automated reply after receiving a WhatsApp message?
Set up automatic replies to respond instantly to your contacts based on what they write or how they interact with your WhatsApp campaigns, even outside business hours. For example, if a contact replies "What are your opening hours?" to one of your WhatsApp messages, you can automatically trigger a reply displaying your store's opening hours. You can also combine multiple trigger rules to create more sophisticated automation scenarios.
Expand the following accordions to explore examples of use cases for WhatsApp automated replies automations:
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Preference collection
Your welcome message asks "What are you most interested in? Reply A for Men's fashion, B for Women's fashion, C for Kids." → Based on their reply, they are automatically sent relevant content or added to a specific segment. -
Onboarding quiz
"What best describes you? Reply BEGINNER or PRO"
→ They receive a tailored onboarding journey based on their level. -
Discount activation
Your welcome message says "Reply WELCOME to unlock your 10% discount"
→ They automatically receive their promo code.
-
Intent check
"Still interested in your cart? Reply YES to get a reminder or NO to clear it"
→ If YES, they receive a direct link to their cart; if NO, they are removed from the cart recovery flow. -
Discount unlock
"Reply SAVE10 to get 10% off your cart right now"
→ They receive a personalized discount code to reduce friction.
-
Tracking on demand
"Reply TRACK to get your latest delivery status"
→ They automatically receive an updated tracking link. -
Feedback collection
After delivery confirmation, "Reply REVIEW to share your experience"
→ They receive a link to leave a review or an NPS survey.
Product interest follow-up
A customer clicks the "I'm interested" quick reply button on a product promotion.
→ they receive a direct link to the product page or a discount code.
-
RSVP management
A contact clicks the "Yes, I'll attend" quick reply button on an event invitation campaign.
→ they automatically receive the event details, calendar link, or registration confirmation. -
Reminder opt-in
A contact clicks the "Remind me" quick reply button.
→ they are enrolled in a reminder sequence closer to the event date.
FAQ deflection
A contact replies with a keyword like "HELP", "RETURN", or "REFUND".
→ they automatically receive the relevant FAQ answer or a link to your help center.
-
Course enrollment
A contact clicks the "Enroll now" quick reply button on a training campaign.
→ they automatically receive onboarding instructions and access credentials. -
Quiz or survey follow-up
A contact replies with a specific answer on their level (e.g., "BEGINNER").
→ they receive content tailored to their level.
-
Quote request
A contact replies "QUOTE" to a specific campaign.
→ they receive a form link or are asked follow-up questions to generate a quote. -
Offer claim
A contact clicks the "Claim offer" quick reply button on a limited-time promotion.
→ they receive a voucher or next steps to redeem it.
Before you start
- Ensure you have connected your WhatsApp Business Account to Brevo. To learn more, check our dedicated article Part 1: Link your WhatsApp Business account to Brevo.
-
Create your WhatsApp templates that will be sent through the automation
as
an automatic reply. To learn more, check our dedicated article
Create a WhatsApp template.
❗️ ImportantWhatsApp requires all message templates to be approved before they can be used in automations. Make sure your template has been approved by WhatsApp before activating your automation.
- Depending on the WhatsApp template used to send your automatic reply (marketing or utility), different pricing will be applied. To learn more, check our dedicated article Supported countries and pricing for WhatsApp messages.
Step 1: Define in which conditions your contacts will receive an automatic reply
The WhatsApp reply received trigger allows you to tigger an automation based on different conditions:
-
Contact's reply content
When the contact's message contains specific words or phrases (e.g., "opening hours", "pricing", "support"). -
Campaign name
Based on which WhatsApp campaign the contact is replying to. -
Sender phone number
Based on the WhatsApp Business phone number that sent the original WhatsApp message. -
Campaign button
When a contact clicks a specific button in your WhatsApp campaign.
In this example, the automation will start when a contact click the "Yes, I'll attend" quick reply on an event invitation WhatsApp campaign. You can customize the filters as needed to align with your specific definition of lost customers.
- Go to Automations > Workflows.
- Create a new automation using the new editor.
- Add a WhatsApp reply received trigger to detect when a contact replies to one of your WhatsApp campaign.
- (Optional) Refine the trigger by applying filters. This way, you can refine the trigger based on specific details about the message received, such as the agent's name or availability, sender's name or email address, or the message source.
- Under WhatsApp filters, click Add filter.
- In the Define event filters modal, click Add filters and choose the conditions you want to apply to refine the trigger. For this example, we'll select the following two conditions to ensure that the automation will only trigger for replies for a specific campaign and containing a specific content:
- Campaign name > Is exactly > Friday_event_march26
- AND Contact's reply content > Contains > Yes
- Click Add filters.
- Under WhatsApp filters, click Add filter.
- (Optional) Restrict your automation to contacts who meet specific criteria by applying Contact filters. This gives you more control over which contacts can enter the automation.
- Under Contact filters, click Add filter.
- In the Define contact filters modal, click Add filters and choose the conditions you want to apply to control which contacts can enter the automation.
- Click Add filters.
- Under Contact filters, click Add filter.
- Click Apply to step.
Step 2: Configure your WhatsApp automated reply
Choose the automated WhatsApp message that will be sent to your contacts:
- Add a Send a WhatsApp message action to configure your automatic reply.
- Choose the WhatsApp Business account to use to send the automatic reply.
- Click Select template to choose an existing approved WhatsApp template to be used to send the automatic reply.
- Click Save.
- Review your automation workflow to ensure all settings are correct.
Test and activate the automation
Once everything is set up, it is time to test and activate your automation:
- Test your automation to ensure your messages are sent correctly.
- In the top bar of the automation editor, click Activate automation.
- (Optional) Activate the Re-entry after exit option to allow contacts who have exited the automation and later send a message again to re-enter the automation.
- Click Activate automation.
Your automation is now active. Contacts will enter it when they rely to a WhatsApp campaign and they meet your selected filters. They will then receive an automatic reply. If they do not meet the selected filters, they will simply not receive anything.
⏭️ What's next?
- Define and manage the audience entry and exit conditions for an automation
- Personalize your WhatsApp messages with transactional parameters
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