WhatsApp Business Quick Replies: Templates to Copy

If you serve customers on WhatsApp, you've probably noticed that many of the day's messages are the same questions: “What are your hours?”, “Where are you located?”, “Do you take Pix?”, “How long does delivery take?”. Typing everything out again in every chat is tiring and slows down your service. It also leaves room for typos and inconsistent information. WhatsApp Business quick replies solve this: you write the answer once, save it with a shortcut and send it in just a few taps. Below you'll find a step-by-step guide to setting them up, plus ready-made templates to copy and adapt.

What are WhatsApp Business quick replies?

They're messages saved inside the WhatsApp Business app, the free app for businesses, which is different from regular WhatsApp. Each reply has a shortcut, such as /hours or /pix. In a chat, you type the slash, pick the reply and it shows up ready in the text box. You can tweak it before sending, which is great for adding the customer's name or changing a detail.

The benefit goes beyond speed. With standardized replies, every customer gets the same accurate information, even when you're rushing from one customer to the next or when someone else is helping you answer.

How to set up quick replies, step by step

Menu names may vary slightly depending on the app version and your phone, but the path is usually this:

1. Open WhatsApp Business and tap the three dots (Android) or Settings (iPhone).
2. Go to Business tools.
3. Tap Quick replies.
4. Tap the add button, the + sign.
5. Type the message in the text field.
6. Set the shortcut, a short word you'll easily remember.
7. Tap Save.

Repeat the process for each frequently asked question. Start with the five or six replies you type most often and add more as you notice new repetitions.

How to use them in a chat

In any chat, type / in the message box and the list of saved replies appears. Tap the one you want or keep typing the shortcut to filter: /add, for example, already shows /address. The message drops into the text box, you review it and send.

How to choose shortcuts you'll remember

• Use short, simple words: /hours, /address, /pix, /delivery, /booking.
• Follow a pattern: if you have variations, start them all the same way, like /delivery-city and /delivery-statewide.
• Avoid abbreviations that only make sense today: three months from now you won't remember what /rp2 was.

Quick reply templates to copy

Replace whatever is in brackets with your own details and adjust the tone so it sounds like the way you already talk to your customers.

Business hours (/hours)

Hi! Our hours are [Monday to Friday, 9 a.m. to 6 p.m.] and [Saturday, 9 a.m. to 1 p.m.]. Outside those hours, feel free to send a message and I'll reply as soon as I'm back.

Address (/address)

We're at [123 Example Street, Suite 4, Neighborhood, City]. Landmark: [next to X bakery]. To open it on the map: [Google Maps link].

Payment methods (/payment)

We accept Pix and credit and debit cards [and cash, in person]. On credit, you can split it into up to [X installments]. Want me to send you the payment link?

Pix key (/pix)

Here's the Pix key: [your key]. The name that shows up is [account holder's name]. Once you've paid, please send me the receipt here and I'll confirm your order right away.

Delivery or production time (/delivery)

It takes [X business days] for [production/shipping], counting from payment confirmation. As soon as your order ships, I'll send you the tracking code.

Prices and catalog (/catalog)

All our products, with photos and prices, are here: [your link]. Take a look and tell me which one caught your eye, and I'll help you with size, color and delivery.

Booking (/booking)

You can pick the best day and time for you right here: [your booking link]. If you can't find a time that works, let me know and we'll figure out an alternative.

Quote (/quote)

To give you an accurate quote, tell me: what you need, how many and by when. If you prefer, fill out this quick form: [your link].

After-sale (/thanks)

Thanks for your purchase, [name]! If you have any questions about your order, just message me here. If you can, let me know what you thought later, it really helps.

The wall-of-text mistake: why less is more

With quick replies, it's tempting to create one single message with everything: hours, address, payment, delivery times, return policy and then some. It seems practical, but it usually backfires. On a phone, a huge block of text fills the entire screen. The customer reads the first two lines and asks the same question that was already answered further down. Worse: the conversation starts to feel robotic, and nobody likes feeling they got an automated response.

A few simple rules help:

• One reply, one topic. If they asked about your hours, answer with your hours.
• Short sentences, ideally no more than three or four lines.
• End with a next step, like “want me to reserve it for you?” or “send me the receipt here”.
• Personalize before sending. Adding the person's name takes two seconds and changes how the service feels.

When to send your link in bio instead of explaining everything in the chat

Some things just don't fit in a message: a catalog with twenty products, a service menu full of variations, a schedule with time slots that change every day. Handling this by typing on WhatsApp turns into an endless back-and-forth: “do you have it in blue?”, “what about Thursday at 3 p.m.?”, “how much is the bundle?”.

In these cases, the best quick reply is the one that takes customers to a place where they can find everything on their own. That's where your link in bio comes in. If you already have a page with your links, catalog and booking, save a quick reply pointing to it and use it whenever the conversation calls for it.

With Keepo, for example, you build a site with a catalog, form, booking and Pix and card payments, all in a single link. The same address that's in your Instagram bio answers several questions on WhatsApp:

• “What products do you have?” Send the catalog link.
• “Do you have any openings this week?” Send the booking link.
• “How do I place an order?” Send the form or payment link.

That way, WhatsApp is left for what it does best: answering specific questions, negotiating and building relationships. Customers handle the rest on the page, at their own pace.

Common mistakes when using quick replies

• Leaving outdated information. Changed your hours, prices or Pix key? Update the reply the same day, because a wrong reply gets sent to everyone who asks.
• Sending the reply without reading the question carefully. If the customer asked something specific, the canned message may not fit. Adapt it before sending.
• Creating too many replies. If you can no longer remember the shortcuts, merge similar replies and delete the ones you don't use.
• Forgetting to proofread. A typo in a message sent to lots of customers comes across as careless.

Quick replies save time on what repeats, and a good link handles what doesn't fit in the chat. If you don't yet have a page that brings your catalog, booking and payment together in one place, create your Keepo, add the link to your Instagram bio and save that same address as a quick reply on WhatsApp. Your customers find what they need and you free up time to serve those who are ready to buy.