WhatsApp quick replies are saved messages in the WhatsApp Business app that you can send with a shortcut instead of typing them out. Create them under Tools, then Quick replies, and send one by typing / in a chat and picking it from the list. You can store up to 50.
If you answer the same questions on WhatsApp every day, such as your opening hours, directions, what you offer or your booking link, quick replies save you hours over a year. You type a forward slash, choose the reply, and send. It's one of the best reasons to use the WhatsApp Business app rather than the normal one for your business number, and it takes about ten minutes to set up the first few.
How to create a quick reply
- Open the WhatsApp Business app and go to the Tools tab.
- Tap Quick replies, then the add button.
- Tap Message and write your reply. You can include an image or video.
- Tap Shortcut and give it a short keyword, such as hours or directions.
- Tap Save.
How to send a quick reply
| Method | Steps |
|---|---|
| Type a slash | In a chat, type / in the message box, then pick the reply |
| Use the shortcut | Type / followed by your shortcut keyword to find it fast |
| From the attach menu | Open the chat, tap the attach menu, then Quick reply |
You can edit the text before you send it, so a quick reply can be a starting point rather than a fixed script. Adding the customer's name takes two seconds and makes it feel far less automated.
The rules
- Up to 50 quick replies. That's plenty for most small businesses, but worth keeping tidy.
- Media works on phones only. WhatsApp says images and videos in quick replies aren't supported on WhatsApp Web or Desktop.
- Ready-made replies. The app creates some quick replies from your business profile, so you can send your hours, your address or your profile itself without setting anything up.
Quick replies worth setting up first
| Shortcut | What it says |
|---|---|
| /hours | Your opening hours and how quickly you usually reply |
| /where | Your address, parking and a landmark people can't miss |
| /book | How to book, and what you need from them |
| /thanks | A warm thank you after a purchase or appointment |
| /away | A polite holding reply when you're with a client |
| /faq | Answers to the two or three questions you get most |
Write each one in your normal voice, the way you'd say it out loud. A quick reply that sounds like a call centre undoes the personal feel that makes WhatsApp work for small businesses. Read them out loud before you save them. If a sentence sounds stiff when you say it, it'll read stiff to your customer too, so rewrite it until it sounds like you.
Using images and videos in quick replies
Quick replies can include media, which is ideal for a menu, a map screenshot, a short video showing how to find your door, or a product photo you're asked about constantly. Just remember the limitation: media quick replies only work from the phone app. If you answer customers from a computer, keep a text-only version as well.
Before and after: a real-world example
Here's what a quick reply can look like for a small salon. Without one, you'd type the same directions every time someone books. With one, you type /where and send:
- Shortcut: where
- Message: We're above the bakery on the high street, the blue door on the left. There's free parking behind the church. Ring the bell and I'll come down. See you soon!
It's friendly, it answers the follow-up questions before they're asked, and it takes you two seconds to send. Once you've got a handful like this, you'll wonder how you managed without them. And because you can edit before sending, you can add 'See you at 3' for each customer.
If you're not sure which replies you need, scroll back through last week's chats. Any answer you typed more than three times deserves a quick reply. Most businesses find the same five questions come up again and again.
Keep them fresh
- Review your quick replies every few months, and whenever your hours or services change.
- Delete ones you never use, so the list stays easy to scan.
- Use clear, short shortcuts you'll remember without looking them up.
- If customers keep asking a follow-up question after a quick reply, add the answer to that reply.
Quick replies vs other Business tools
Quick replies are for messages you send yourself, on demand. The WhatsApp Business app also has tools that send automatically, such as away and greeting messages, and labels to organise chats. Use quick replies for the answers you give dozens of times a week, and the automated tools for the messages that should go out when you're not there.
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For more on writing WhatsApp messages people respond to, see my guide to writing a WhatsApp Business description, and if a customer seems to vanish, what it means when a contact shows as unavailable.
My verdict
Set up five or six quick replies today for the questions you answer most, with short shortcuts and your own voice. Use / to send them, personalise them before you hit send, and keep the list under control. Remember that media replies only work from the phone app, so keep a text version handy if you also answer customers from your computer.
Frequently asked questions
How do I create quick replies on WhatsApp?
In the WhatsApp Business app, go to Tools, then Quick replies, tap add, write the message, set a shortcut and save.
How do I use a quick reply on WhatsApp?
In a chat, type / and choose the reply, or open the attach menu and pick Quick reply.
How many quick replies does WhatsApp Business allow?
Up to 50.
Do quick replies work on WhatsApp Web?
Yes for text, but WhatsApp says media files in quick replies aren't supported on Web or Desktop.
