Step by step: connect a WhatsApp Business number, set up automatic replies, keyword flows and AI answers, and reach customers outside the 24-hour window with approved templates.
You automate WhatsApp messages by connecting a WhatsApp Business number to the official WhatsApp Business Platform through a provider like Repli, then setting up automations: instant auto-replies, keyword and menu flows, and AI answers written from your own instructions. Inside the 24-hour customer service window you can send freeform replies; outside it, you must use Meta-approved message templates. Automation through unofficial tools that drive a personal or Business-app login violates WhatsApp terms and can get your number blocked.
Before you budget, see WhatsApp Business Platform pricing.
Configure a greeting, menu or keyword response, then test it with a matching inbound message. Delivery depends on your enabled rules, account connection and WhatsApp policies.
Trigger the right reply from words customers actually type: pricing, catalogue, track order, book a slot, or talk to a human.
Give the agent your FAQs, policies and tone. It answers from what you provide and hands over instead of guessing when it does not know. AI replies run on AI credits.
Replies inside the 24-hour customer service window are freeform. Outside it, Repli uses Meta-approved templates — the only allowed way to re-open a conversation.
A teammate takes over any conversation from the shared inbox and the automation stops replying to that customer until it is handed back.
Repli connects through the official WhatsApp Business Platform. Tools that drive a logged-in phone or web session put your number at risk of being blocked.
Prices, timings, location, availability — the questions your team types answers to every day become instant automatic replies.
Ask the two or three questions that decide if an enquiry is worth a call, and store the answers on the contact before a human joins.
The agent offers slots that are genuinely free, confirms in the chat and sends reminders when reminders are configured and the required templates are approved.
Send approved template messages for order updates, reminders and offers to customers who opted in, then automate the replies.
WhatsApp automation covers four jobs: replying instantly to inbound messages, routing conversations with keywords and menus, answering open questions with an AI agent that follows your instructions, and sending approved template messages to customers who opted in. Done well, the automation handles the repetitive half of every conversation and a person handles the rest.
What it is not: sending unsolicited bulk messages from a personal number. WhatsApp requires opt-in before you message a customer, and marketing messages outside the 24-hour window must use pre-approved templates. You remain responsible for obtaining consent, respecting opt-outs and following WhatsApp’s messaging policy.
When a customer messages your business, a 24-hour customer service window opens. Inside it you can send any freeform reply — this is where auto-replies, keyword flows and AI answers live. Each new message from the customer resets their window.
Once the window closes, you can only reach that customer with a Meta-approved message template, and only if they opted in to hear from you. Templates support variables, buttons and media, and Meta charges for delivered template messages according to category and recipient market, separately from your Repli plan. Service messages and eligible utility replies within the customer service window are free of Meta messaging charges.
Tools that automate WhatsApp by driving a logged-in phone or WhatsApp Web session work around the platform rather than with it. Meta detects and blocks numbers that use them, and they cannot use approved templates, so they cannot legally message customers outside the 24-hour window at all.
Repli connects through the official WhatsApp Business Platform: a verified business profile, approved templates, delivery reporting, and the opt-in and window rules enforced. Using the official platform does not guarantee delivery or prevent account restrictions; follow Meta’s policies and monitor message quality.
WhatsApp marketing automation and the WhatsApp CRM are included from the Growth plan at ₹999 / US$12 per month. AI replies run on AI credits, and Meta’s delivered-template-message charges are separate; rates depend on message category and recipient market. Check the pricing page for the current plan breakdown.
The free WhatsApp Business app only offers basic greeting and away messages. Real automation — keyword flows, AI answers, templates and a shared inbox — requires the WhatsApp Business Platform, which you connect through a provider like Repli. Meta charges for delivered template messages, with rates and exemptions described in its official pricing guidance.
Yes, on the official WhatsApp Business Platform with opt-in and the 24-hour window respected. Unofficial tools that automate a personal or Business-app login violate WhatsApp terms and can get your number blocked.
When a customer messages you, you have 24 hours to reply with any freeform message. After that you can only reach them with a Meta-approved template, and only if they opted in. A new message from the customer resets their window.
Only to customers who opted in, and only with approved templates outside the 24-hour window. Unsolicited bulk messaging is against WhatsApp policy and leads to number bans.
Configure the Repli AI agent to use your instructions, FAQs and connected business data, and set up a human fallback for unknown questions. Review and test its answers: AI can still make mistakes. AI replies run on AI credits.
Yes. A teammate takes over from the shared inbox and the automation stops replying to that customer until the chat is handed back. The customer sees nothing of the switch.
WhatsApp marketing automation and the WhatsApp CRM are included from Growth at ₹999 / US$12 per month. See the pricing page for the full plan breakdown.
Yes. The AI agent replies in the language you configure and can respond in the customer's language, and keyword flows can be written in any language your customers use.
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