WhatsApp auto reply for business in Malaysia: how it works and how to set it up
In short
WhatsApp auto reply means sending a reply without a person typing it. The free WhatsApp Business app can send a fixed away message outside your business hours and a greeting message to new customers. That tells customers when you will be back, but it cannot answer their actual question. An AI (artificial intelligence) assistant such as AiReply reads each message and writes a reply from your own documents, follows up customers who go quiet and passes chats to your team. Start with the free tools; add an AI assistant when the same questions keep arriving after hours.
What is WhatsApp auto reply?
It is any message your WhatsApp account sends on its own when a customer writes in. There are two very different kinds:
- Fixed automatic messages. You write one message in advance and WhatsApp sends the same text to everyone who matches a rule, for example anyone who messages outside your business hours.
- AI replies. Software reads each incoming message and writes an answer to that specific question, using information you have given it, such as price lists, manuals and policies.
The first kind is built into the WhatsApp Business app. The second kind needs a separate tool connected to your WhatsApp number.
What can the free WhatsApp Business app do on its own?
The WhatsApp Business app is free to download and includes several tools for small businesses. According to WhatsApp's own pages:
- Away messages respond automatically to messages received outside your business hours, to set expectations and let customers know when you will be back.
- Greeting messages automatically send a custom welcome message to new customers when they start a conversation with your business.
- Quick replies are shortcuts for messages you send often, so staff can answer common questions in a few taps. A person still has to send them.
- Labels organise and filter conversations, and a catalog lets customers browse your products and services.
- WhatsApp's Business App Features page says you can link up to 10 devices and agents, so more than one person can reply. Check the current limit for your account in the app.
For many small shops, switching on the away and greeting messages is the right first step. It costs nothing and stops customers wondering whether anyone saw their message.
When is an AI assistant worth adding?
Fixed messages reach their limit when customers expect an answer, not an acknowledgement. Common signs:
- The same questions about price, stock, delivery or fees arrive at night and on weekends.
- Customers ask for a brochure, a product photo or a price list, and someone has to dig it out of a phone gallery.
- Warm leads go quiet and nobody remembers to follow up.
- Chats sit on one salesperson's phone, and nobody knows who is handling which customer.
If none of these apply, the free tools may be enough.
How do built-in away messages compare with an AI assistant?
| WhatsApp Business app away and greeting messages | AI assistant (AiReply) | |
|---|---|---|
| What it sends | The same fixed text you wrote in advance | A reply written for each question, from your own documents and catalogue |
| When it sends | Away: outside your business hours. Greeting: when a new customer starts a conversation | Whenever a message arrives from a number or group you allow |
| Answers price, stock or delivery questions | No | Yes, when the answer is in your uploaded documents |
| Sends product photos and PDF (Portable Document Format) files | Staff send them by hand; customers can browse your catalog | Finds and sends the matching photo, video or PDF |
| Follows up quiet customers | No | Yes, with quiet hours so nobody is messaged late at night |
| Team working | Several linked devices and agents (WhatsApp lists up to 10) | Shared inbox with assignment, routing rules and internal notes |
| Cost | Free app | Paid service, quoted after a free consultation |
How does an AI assistant connect to WhatsApp?
There are two kinds of connection, and they are not equal. It is worth knowing which one a vendor uses.
- The official WhatsApp Business Platform. WhatsApp's own supported route for business messaging, which software connects to through APIs (application programming interfaces, a way for one system to talk to another). This is the route to use for high-volume or business-critical messaging.
- A linked device. The software links to your existing number the same way WhatsApp Web does, so you keep your number and your phone app. WhatsApp does not offer this as a business automation service, and it may restrict numbers or stop linked-device tools working at any time.
AiReply uses the linked-device route. It is not the official WhatsApp Business Platform (Cloud API) and is not affiliated with or endorsed by Meta. WhatsApp can restrict numbers that send spam or unwanted bulk messages, and no tool can promise a number will never be restricted.
How do you set up WhatsApp auto reply for your business?
Step 1: switch on the free messages. In the WhatsApp Business app, write and switch on your away message and greeting message. Add quick replies for the answers your staff type most often.
Step 2: if you need real answers, add an AI assistant. With AiReply, setup takes three steps:
- Link your WhatsApp. Connect your existing business number as a linked device, then add your Google tools (Gmail, Google Calendar, Google Sheets and Google Drive).
- Teach it your business. Upload documents and products, and set instructions. A setup assistant called Builder AI walks you through the settings.
- Switch it on. AI replies and follow-ups start, and your team works from the shared inbox.
The full list of what AiReply does is on the AiReply features page, and the AiReply overview on the Avantix website gives a one-page summary.
What should you check before switching it on?
- Who the AI answers. Use allowlists and blocklists so it only replies to the numbers and groups you choose, not family chats or suppliers.
- Your documents. The AI answers from what you upload, so make sure price lists and policies are current.
- Quiet hours. Set the hours when no automatic follow-ups should go out.
- Handover. Decide which conversations go to a person, and set routing rules to assign them.
- Who you message. Only send campaigns to customers who expect to hear from you. No sending volume is guaranteed to be free of restriction.
- Your customers' data. To write replies, the conversation is sent to the AI provider you choose, for example OpenAI, Anthropic or Google. Our privacy notice explains how this works.
How much does WhatsApp auto reply cost?
The WhatsApp Business app and its away and greeting messages are free. AI assistants are paid, and the price depends on your enquiry volume, setup and integrations. We cover typical prices in a separate guide: how much a WhatsApp AI chatbot costs in Malaysia. Avantix does not publish a fixed price list for AiReply; you receive a written quote after a free consultation.
If what you really need is a sales CRM (customer relationship management system) rather than automatic replies, look at Lead Link: it brings leads from website forms, WhatsApp and Facebook or Instagram ads into one list, assigns them to salespeople and takes them through to quotation, e-signature and payment.
Frequently asked questions
Is WhatsApp auto reply free?
The away message, greeting message and quick replies in the WhatsApp Business app cost nothing extra, because the app is free to download. An AI assistant such as AiReply is a paid service. Avantix does not publish a fixed price list; you receive a written quote after a free consultation.
Can an AI auto-reply get my WhatsApp number restricted?
Yes, it can happen. AiReply is not the official WhatsApp Business Platform, so WhatsApp may restrict a number or stop linked-device tools working at any time, and no tool can promise otherwise. Only message customers who expect to hear from you, keep AiReply to the numbers and groups you allow, and use the official platform for high-volume or business-critical messaging.
Do I need the official WhatsApp Business Platform?
Not for AiReply. It connects to your existing number as a linked device, the same way WhatsApp Web does. It is not the official WhatsApp Business Platform (Cloud API) and is not affiliated with or endorsed by Meta. If you specifically need the official platform, Avantix can discuss it as a separate custom project.
Can my staff still reply from their phone?
Yes. Because AiReply connects as a linked device, you keep your WhatsApp number and your phone app. Your team can also reply, assign chats and leave internal notes in the AiReply shared inbox.
What happens when a customer needs a real person?
Conversations can be assigned to team members in the shared inbox, manually or through routing rules, with the whole chat history attached. Staff can reply, leave internal notes that customers never see, and use quick replies.
Sources
- WhatsApp Business: Why small businesses should use WhatsApp Business app
- WhatsApp Business: Business App Features
- WhatsApp Business Platform: Business messaging APIs
See it answer your own questions
Send us a few questions your customers usually ask. In the demo we'll show how AiReply would handle them, and tell you honestly if it isn't the right fit.
Mon to Fri, 9am to 6pm · we reply within 1 working hour