🔍 Overview of WhatsApp Auto-Reply Messages

When customers reach out outside working hours or when your team is unavailable, WhatsApp auto-replies help maintain communication and set clear expectations. Maqsam allows you to define schedules, customize messages, and choose whether replies apply to new conversations or all inbound messages. This article walks you through creating and managing these auto-replies on your own.

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⚙️ How to Access Auto‑Reply Settings

Before setting up or editing auto-replies, you must navigate to the Auto-Reply settings page for your WhatsApp numbers. Here’s the steps: 

1. Sign in to your Maqsam account.

2. In the navigation bar, select Account Settings, then Messaging.

3. Click Auto Reply. 

4. You will see a list of your WhatsApp numbers, with columns for:

1. Active status 

2. Phone number

3. Messages for during working hours 

4. Messages for after working hours 

5. Actions column
   

📌 Note: Each row lets you enable or edit the auto‑reply for that number.

💡 Tip: If you haven’t added a WhatsApp number yet, contact us at support@maqsam.com to create a WhatsApp Business account before setting up auto‑replies.

💬 How to Edit or Create an Auto-Reply

Once you’re on the Auto-Reply page, follow the steps below to enable or edit automated messages for a specific number.

First Step: Open the Auto-Reply Editor

To start editing an auto-reply:

• Find the WhatsApp number you want to configure

• Click the pencil icon in the Actions column to open the editor. 
  

Second Step: Enable Auto-Replies

Before customizing anything, ensure auto-replies are active:

• Toggle Enable auto-replies at the top of configurations page
  
  

📌 Note: When enabled, customers will receive automatic replies based on the configured settings.

Third Step: Set Working Hours

Option 1: Use Account Working Hours 

Auto-reply messages will follow the global working hours defined in Account Settings, then Working Hours. 

Option 2: Custom Working Hours

Use this option to define a unique schedule for the selected WhatsApp number. Customization includes the following:

• Choose your Time Zone (e.g., + 03:00 Asia – Riyadh). 

• Tick the active days (the days you operate).

• Enter time intervals for each selected day (one or more time ranges).

• Add multiple intervals per day (e.g., 09:00 – 17:00 and 19:00 – 22:00) using the plus button.

• Days without a tick mark are considered as outside working hours, meaning only the after-hours message will be sent. 

💡 Tip: Scheduling ensures that customers receive the right message at the right time. Maqsam’s Out‑of‑Hours feature lets businesses set specific open and close times for each day and send automated messages during off-hours.

Fourth Step: Choose Recipients 

Before writing messages, decide who should receive them. Use this setting to control when auto-replies are triggered: 

• Send to new conversations

Only the first message from a new conversation triggers the auto‑reply. Ongoing threads won’t receive further automated messages.

• Send to all conversations

Every inbound WhatsApp message (limited by the wait‑time setting below) triggers an auto‑reply. Use this to update all conversations, whether they are new or not.

💡 Tip: Select the option that best aligns with your customer‑engagement strategy. 

Fifth Step: Configure Messages

You can set different texts for during and after working hours. Maqsam automatically sends only one auto‑reply per sender within the period you specify, which prevents spamming the same customer.

• Wait Time Between Replies

Enter the number of seconds that you want to wait before sending another auto‑reply to the same contact. 

For example: 1900 seconds (~30 minutes) prevents frequent messages from the same contact from triggering repeated automatic responses.

• During Working Hours

Tick this box and compose the message customers receive when they contact you within your defined hours. Use friendly language and let them know a team member will be with them shortly.

• After Working Hours: Tick this box and write a separate message for out‑of‑hours contacts. Acknowledge their inquiry, explain that your team is currently away, and provide an estimated response time or alternative contact information.
  

Sixth Step: Save Your Changes 

Once you finish customizing your auto-reply, choose one of the following action buttons:

• Save Changes: Your auto-reply schedule and messages will go live immediately.

• Discard: Cancel and abandon any edits. 

• Back: At the top of the page, click the back arrow to return to the list of auto-reply messages.
  

🔢 Managing Multiple Numbers

If your account has more than one WhatsApp number, repeat the above steps for each one. Each number can have its own schedule, recipient targeting, and customized texts. 

📌 Note: You can enable or disable auto‑replies at any time by toggling the Active switch in the list.

💡 Best Practices and Tips

• Keep messages concise

Automated replies should be short and clear. Let customers know you received their message, when they can expect a response, and any next steps.

• Match your brand voice

Use language that reflects your company’s tone, whether that’s friendly and casual or formal and professional.

• Give context

During working hours, reassure customers that an agent will reply soon. After hours, include your office hours and a link to helpful resources or a knowledge‑base article.

• Test before going live

Send yourself a WhatsApp message to ensure the auto‑reply triggers correctly, the timing between replies is appropriate, and translations appear as expected.