Automatic replies

Settings → Automatic replies holds three ways Whatsable answers without anyone typing: Away message, Keep window open and Saved replies. Owners and admins change them. Members insert saved replies in the inbox and cannot change these settings.

Each setting applies to every number in your organization.

Away messageCopy Anchor Link

Use an away message so a customer who writes while you are closed gets an answer right away, instead of waiting until someone opens the inbox.

Turn on Enable away message, then set:

• Timezone: every day and time on the page is read in this timezone, not the customer's.
• Office days, with a Start time and End time. Customers who write on a closed day, or outside these hours, get the auto-reply. The window may cross midnight, for example 22:00 to 06:00.
• Different hours on some days: turn on Set different hours on some days to give one day its own hours, such as a shorter Friday. A day with its own hours ignores the main window.
• Holidays and exceptions: click Add exception for dates that replace the weekly hours, such as a public holiday or a team offsite. Each exception has a name, a From and To date, and is either Closed all day or open at custom hours on those dates. Turn on Use a different message on these dates to send an Exception message instead of the usual auto-reply.
• Auto-reply message: what customers get while you are closed.

A customer gets the away message once per closed period, the first time they write. Someone who writes three times at night gets it once. The contact is also labelled Needs Review, so your team can find these conversations in the morning.

The status card at the top says whether you are open or closed right now and when that changes. The preview shows the message as the customer will read it.

Also send it to people who start a chat from an ad is on unless you turn it off. With it off, a chat that starts from an ad gets no away message, so your team can answer those leads first. This also applies to an exception message.

Keep window openCopy Anchor Link

WhatsApp lets you send free-form messages for 24 hours after the customer's last message. After that, only an approved template can be sent. Keep window open sends one follow-up before that window closes, so a quiet chat can still be answered for free.

Turn on Enable keep window open and choose Send after the customer's last reply: 1, 6, 12, 18 or 23 hours, or a custom wait of up to 24 hours. Then write the Follow-up message.

The follow-up goes out the chosen number of hours after the customer's last message. Each new message from the customer restarts the timer. A reply from your team does not stop it, and neither does another scheduled message. Keep window open works on its own: it does not need the away message to be on.

Saved repliesCopy Anchor Link

A saved reply is a short answer your team inserts into the inbox composer instead of typing it again. It is not a WhatsApp template and never goes to Meta for approval.

• Owners and admins click Create saved reply and give it a Title and a Message (plain text). An organization can have up to 200.
• In the inbox, anyone types / or clicks Saved replies to insert one. The list shows the most used first. Inserting does not send, so the text can be edited first.
• The Inserted column shows how many times each reply has been inserted.
• The API v1 and AI assistants connected through the MCP server read your saved replies, most used first, and send one as a message. A send through them does not count as an insert. Saved replies are created and edited only here.

How this works with the rest of WhatsableCopy Anchor Link

• The away message and the follow-up are not the AI agent. The AI agent answers inside the rules you set on its own page.
• Office hours are set only in the app. Make, Zapier, n8n and the API do not change them.
• To send a one-off message later, or only if the customer has not replied, schedule it from the conversation instead. See Schedule a message.