Those migrating from the WhatsApp Business app to the official API quickly notice the absence of two features: quick replies and the automatic away message. These exist in the app but not in the API — because in the API, these functions belong to the system you use, not the platform.
In this article
- Quick replies and away messages are not free in the API
- What belongs to the platform and what belongs to the system
- Away message in the API
- What to write in the away message
- Automatic greeting requires caution
- Well-crafted quick replies
- What to ask your provider
- Where to start
- Frequently asked questions
Quick replies and away messages are not free in the API
Those migrating from the WhatsApp Business app to the official API almost immediately miss two features: quick replies typed with a slash and the automatic away message. These exist in the app but not in the API — because in the API, this is a function of the system you use, not the platform.
Understanding this distinction prevents frustration from looking in the wrong place and helps evaluate providers based on what really matters.
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What belongs to the platform and what belongs to the system
Meta delivers the channel: sending, receiving, templates, status. Everything that is convenience for service — ready replies, greeting, away message, distribution among agents, labels — is the responsibility of the software in front.
Away message in the API
It is a simple automation: outside the defined hours, the first message received triggers a response. Since the customer initiated the conversation, the sending happens within the service window and does not require a template.
What to write in the away message
Service hours, when the person will be answered, and if applicable, a path for urgent matters. The common mistake is to write only "we are outside business hours" — this informs but does not solve. Saying "we will respond tomorrow starting at 9h" reduces anxiety and repeated messages.
Automatic greeting requires caution
Instant response to every first message seems attentive but can interfere when the agent replies immediately afterward: the customer receives two conflicting messages. It is worth using only when the human response is not immediate.
Well-crafted quick replies
Should be editable before sending, not sent ready-made. Standard text sent without adjustment makes the service seem robotic — and the customer notices immediately.
What to ask your provider
If they have away messages by schedule, configurable greetings, editable quick replies, distribution among agents, and if all this works without someone having the tab open. This last question eliminates many options.
Where to start
Set up the away message with real hours and a promise of return, and create five quick replies for the most frequently asked questions. These are the two automations with the greatest effect and least effort in the official API.
Frequently asked questions
How to configure an away message in the official WhatsApp API?
Through the system you use, not by Meta — the API delivers the channel, and away messages, greetings, and quick replies are the responsibility of the software in front. In practice, it is a simple automation: outside the defined hours, the first message received triggers a response, and since the customer initiated the conversation, the sending happens within the service window without requiring a template. The text should inform the service hours and when the person will be answered, because saying only that it is outside business hours informs without solving.
Automation that only works with someone having the tab open is not automation.
At VeyloCRM, away messages, greetings, and quick replies run on the server, with configurable hours and editable text before sending.