WhatsApp Automation and Quick Replies
WhatsApp Automation and Quick Replies
Reduce response time with automated messages and quick replies. Set up away messages for off-hours, create quick reply shortcuts for common responses, and trigger workflows based on incoming WhatsApp messages.
Available on: Pro Plus plan and above (WhatsApp add-on required)
Away Messages
Automatically respond when customers message you outside business hours.
Set up an away message
- Go to Settings → WhatsApp → Automation.
- Toggle Away Message on.
- Set your business hours (or link to your JustCall business hours schedule).
- Write your away message. Example:
Thanks for reaching out! Our team is available Monday–Friday, 9 AM–6 PM EST. We'll reply when we're back. For urgent issues, call us at 512-555-0100.
- Click Save.
Away messages send once per contact per 24-hour period (not on every message).
Quick Replies
Quick replies are pre-written responses you can insert with a keyboard shortcut. Unlike message templates, quick replies are not reviewed by Meta — they're only used within active 24-hour conversation windows.
Create a quick reply
- Go to Settings → WhatsApp → Quick Replies.
- Click Add Quick Reply.
- Enter a shortcut keyword (e.g.,
/hours,/pricing,/directions). - Write the reply text.
- Optionally attach a media file (image, document).
- Click Save.
Use a quick reply in a conversation
- Open a WhatsApp conversation.
- Type
/followed by your shortcut keyword (e.g.,/hours). - Select the quick reply from the dropdown.
- The reply text populates the compose field. Edit if needed.
- Click Send.
Workflow Triggers
Connect WhatsApp events to your JustCall workflows or CRM automations.
Available triggers
| Trigger | When it fires |
|---|---|
| New incoming WhatsApp message | Customer sends any message |
| Keyword match | Customer message contains a specific word or phrase |
| New conversation started | First message from a new contact |
| Conversation assigned | A WhatsApp conversation is assigned to a team member |
Common workflow actions
- Auto-assign the conversation to a team member or round-robin group.
- Tag the contact in your CRM based on message content.
- Send a template message in response to a keyword.
- Create a task or ticket in your connected helpdesk (Zendesk, Freshdesk, HubSpot).
- Notify a Slack channel when a high-priority keyword is detected.
Set up workflows under Settings → Workflows → WhatsApp Triggers.
WhatsApp + SMS Bot
If you use SMS Bot for keyword-based auto-replies, note that SMS Bot rules apply to SMS only. WhatsApp has its own automation system. For WhatsApp keyword automation, use quick replies or workflow triggers.