WhatsApp Message Settings
Configure WhatsApp auto-reply behavior, business hours, and AI chatbot responses for optimal customer engagement and professional communication timing.
Overview
Centralize control over when and how your WhatsApp account responds to incoming messages automatically. Fine-tune your automation settings to provide professional customer service while respecting business hours and customer preferences.
Message Settings Control:
- Auto-Reply Behavior: Enable/disable and configure response timing
- Business Hours: Restrict automated responses to professional hours
- AI Chatbot Control: Manage intelligent response system
- Customer Control Keywords: Allow customers to pause/resume automation
- Professional Timing: Maintain appropriate communication schedules
Advanced Package Feature: Business Hours configuration is available for Advanced package users only. This ensures professional timing for AI and automated responses.
Auto-Reply Configuration
Basic Auto-Reply Controls
WhatsApp message settings showing auto-reply, business hours, and AI chatbot configuration.
Core Settings
Essential Auto-Reply Settings:
| Setting | Function | Default | Impact |
|---|---|---|---|
| Auto-Reply | Master enable/disable for all automated responses | Enabled | Controls entire auto-reply system |
| Typing Indicator | Show “typing…” before sending reply | Enabled | Creates natural conversation experience |
| Reply Delay | Seconds to wait before sending response | 10 seconds | Prevents robotic appearance |
Setting Interactions:
- Auto-Reply OFF: Disables all automated responses regardless of other settings
- Auto-Reply ON: Enables system based on business hours and other configurations
- Typing Indicator: Works only when auto-reply is enabled
- Reply Delay: Applied to all automated responses consistently
Customer Control Keywords
Pause/Resume System
Control Keyword Configuration:
| Keyword Type | Default | Function | Customer Benefit |
|---|---|---|---|
| Pause Keyword | ”Helloo” | Stops auto-replies for specific customer | Customer can disable automation |
| Resume Keyword | ”Thanks!” | Restarts auto-replies for specific customer | Customer can re-enable automation |
How It Works:
- Customer sends pause keyword → Auto-replies stop for that contact only
- Customer continues conversation → No automated interruptions
- Customer sends resume keyword → Auto-replies restart for future messages
- Other customers unaffected → System works normally for other contacts
Customization Guidelines:
- Choose keywords customers won’t accidentally trigger
- Make keywords memorable and easy to type
- Consider your customer base language preferences
- Avoid common conversational words
Business Hours Configuration
Professional Timing Control
Business Hours Setup
Business Hours Overview:
When Business Hours Are Enabled:
- Auto-replies only send during configured business hours
- AI chatbot responses restricted to business hours
- Outside hours: No automatic responses sent
- Helps maintain professional communication timing
Benefits: ✅ Professional Image: Avoid late-night or early morning automated messages ✅ Customer Respect: Honor customer’s time and expectations ✅ Work-Life Balance: Separate business and personal time ✅ Cultural Sensitivity: Respect local business customs and traditions
Configuration Requirements:
- Available for Advanced package users only
- Set up individual day schedules
- Configure start and end times for each business day
- Enable/disable specific days as needed
Outside Business Hours Behavior
What Happens After Hours:
- No Auto-Replies: Keyword-triggered responses disabled
- No AI Responses: Chatbot remains silent until business hours
- Message Queuing: Messages received but responses wait for business hours
- Manual Override: Human team members can still respond manually
Customer Communication:
- Consider adding business hours to your WhatsApp profile
- Include hours information in welcome messages
- Set customer expectations about response timing
- Provide alternative urgent contact methods if needed
AI Chatbot Integration
AI Response Management
AI Control Settings
AI Chatbot Toggle Control:
Enable/Disable AI Chatbot:
- Enabled: AI provides intelligent responses to customer inquiries
- Disabled: Only keyword-based auto-replies function
- Integration: Works with business hours when both enabled
- Override: Can be disabled independently of other auto-reply settings
AI vs Auto-Reply Relationship:
- Both systems can run simultaneously
- AI handles complex inquiries beyond keyword triggers
- Auto-replies handle specific keyword matches
- Business hours affect both systems equally
Use Cases for Disabling AI:
- High-Volume Periods: Reduce automated responses during busy times
- Maintenance: Temporarily disable while updating AI knowledge
- Testing: Focus on keyword auto-replies only for testing
- Special Events: Manual-only responses during important periods
Settings Optimization
Performance Tuning
Response Quality
Optimizing Response Quality:
Auto-Reply Optimization:
- Keyword Refinement: Regularly update keywords based on customer language
- Message Quality: Continuously improve auto-reply content
- Response Timing: Adjust delays based on customer feedback
- Customer Control: Monitor usage of pause/resume keywords
AI Integration Optimization:
- Knowledge Base Updates: Keep AI information current and accurate
- Response Monitoring: Review AI responses for quality and appropriateness
- Fallback Improvements: Enhance responses when AI doesn’t know answer
- Learning Integration: Use customer interactions to improve AI responses
Performance Metrics:
- Customer response rates to automated messages
- Frequency of pause keyword usage
- Quality of conversations following automated responses
- Overall customer satisfaction with automated interactions