20 Quick Reply Messages for WhatsApp Business

Too Long? Read This First ● Quick Replies are instant response buttons below a WhatsApp message; customers tap one to reply without typing. ● Use them to start chatbots, collect feedback, qualify enquiries, route support and move customers into relevant journeys. ● Plan the message, reply options and next step together. Automatic follow-ups need a configured chatbot or workflow. ● Use a URL CTA to open a website, and consider a list when customers need more choices. ● Use AiSensy’s WhatsApp AI Agent to answer follow-up questions from your business knowledge, with Skills and connected Actions for specific tasks.

Quick reply messages for WhatsApp Business allow your customers to respond with a tap, so you can guide the conversation based on what they need.

When you connect each reply to the right next step in AiSensy, you can start a chatbot, collect feedback or move a prospect into another journey.

In this guide, we’ll share 20 practical use cases with messages and Quick Reply buttons you can adapt for your future WhatsApp campaigns and customer conversations.

We’ll also show you how to set them up in AiSensy and plan what happens after a customer taps a button.

What are WhatsApp Quick Reply Messages?

WhatsApp Quick Reply Messages include instant reply buttons attached below a WhatsApp message.

When a customer taps an option, that button text is sent as their response, so they can reply without typing it themselves.

For example, a feedback message can offer Very happy, Satisfied and Need help.

The reply can then lead to a thank-you message or a support conversation, depending on how you have configured the next step.

WhatsApp Quick Reply Message Use Cases with 20 Examples

Start with the decision you need from the customer, then choose the message and the journey that follows.

Each use case below includes an illustrative message, reply options and a suggested next step.

Configure and test the relevant flow before using it with customers.

The square-bracket details, such as [Name] and [Order ID], are editable placeholders.

Replace them with the right values; if you turn an example into a template, use AiSensy’s numbered parameters and sample values in the template creator.

These examples have not been submitted for approval.

Some examples suit chatbot replies within an active conversation, while proactive messages may need approved templates.

Follow the applicable messaging rules and use promotional follow-ups only with the required permission.

Keep button labels short and easy to understand, so customers can choose the right response at a glance.

To keep the examples together, open the editable Quick Reply message sheet.

Choose File → Download → Microsoft Excel (.xlsx) to save a copy, or sign in and choose File → Make a copy to customise the messages, buttons and next steps in Google Sheets.

1. Trigger a chatbot from a campaign

Say you announce a new collection to customers who asked for product updates.

Some want to browse, while others have a question before buying.

A Quick Reply can become the entry point to the relevant chatbot conversation, so your campaign has a useful next step inside WhatsApp.

Message: Hi [Name], our [Collection] is now available. Would you like to explore the products or get help choosing?

Quick Reply buttons: Explore products · Help me choose · Not now

Next journey: Connect Explore products to your product-discovery flow and Help me choose to a recommendation conversation.

In AiSensy, the template must be linked to the configured flow; adding the label alone does not activate a chatbot.

2. Route enquiries to sales or support

A general welcome message can leave your team asking what the customer needs next.

Give the person a few clear starting points, especially when the same WhatsApp number handles new enquiries and existing orders.

Each response can lead to a different set of questions.

Message: Hi [Name], welcome to [Business]. What would you like help with today?

Quick Reply buttons: Buy a product · Order support · Talk to a person

Next journey: Build a separate path for product enquiries and order questions. Connect Talk to a person to your handover process so customers can reach an agent when the available choices do not fit.

3. Qualify what a prospect needs

A sales team often needs to understand the enquiry before sharing a quote. For a business selling home and office furniture, a simple choice can establish the buying context. Follow it with a relevant question instead of sending the same catalogue to everyone.

Message: What do you need the furniture for? We will help you find the right options.

Quick Reply buttons: My home · My office · A client project

Next journey: Ask about the room for My home, the number of workstations for My office, or the project requirements for A client project. Save the answer to a suitable attribute or tag if that is part of your configured flow.

4. Help customers choose a product category

Someone responding to your footwear campaign may already know the kind of shoes they need. Let them choose a category before showing individual products, so the next message stays relevant to their interest. This is useful when a store serves several shopping needs.

Message: Which type of shoes would you like to explore?

Quick Reply buttons: Running shoes · Everyday shoes · Office shoes

Next journey: Show the selected category through your connected product or catalogue journey. If you need more than three immediate choices, consider a list message instead of squeezing several categories into one button.

5. Send customers to sizing help

A customer who needs a size guide is at a different point from someone ready to choose a variant. Offer both paths in the same conversation, and give them access to a person if they need help interpreting the measurements.

Message: Need help choosing a size for [Product]? Tell us what you would like to check.

Quick Reply buttons: Show size guide · Help with fit · Choose my size

Next journey: Send the product-specific guide when requested. Use the fitting-help path to collect the relevant measurements, and let Choose my size continue to variant selection without assuming the order has been placed.

6. Move an interested lead into a demo journey

A software enquiry may need a product explanation, a pricing conversation or a demonstration. These are useful branches because they tell your team what the prospect wants to do next. A demo button can begin collecting a suitable time and the information needed for the meeting.

Message: Hi [Name], thanks for your interest in [Product]. What would help you decide on the next step?

Quick Reply buttons: Book a demo · Discuss pricing · Ask a question

Next journey: Start the booking questions for Book a demo, or open the relevant sales conversation for the other replies. Confirm availability before telling the customer that a meeting is booked.

7. Understand why a customer left their cart

A cart reminder with a checkout link gives someone a way to return, but it may not address the reason they stopped. A Quick Reply can help distinguish a delivery question from a payment problem, so the follow-up deals with the actual concern.

Message: Hi [Name], you left [Product] in your cart at [Store]. Is there anything we can help you check before you order?

Quick Reply buttons: Delivery question · Payment help · Stop reminders

Next journey: Send delivery questions to the relevant help path and payment questions to a transaction-support conversation. Honour Stop reminders in the reminder audience. Returning to checkout still needs the correct checkout link or a suitable URL CTA.

8. Collect a COD order confirmation

When a cash-on-delivery order is waiting for confirmation, the customer needs an easy way to say whether it should proceed. Keep the order reference and amount visible so the response relates to a specific purchase.

Message: Hi [Name], please confirm COD order [Order ID] from [Store]. The amount due is [Amount]. Would you like us to proceed?

Quick Reply buttons: Confirm order · Cancel order

Next journey: Send the reply to your configured order-confirmation process. For AiSensy’s Shopify COD flow, keep Confirm order first and Cancel order second so the replies match the connected automation. See AiSensy’s Shopify message setup guide for the exact integration requirements.

9. Check delivery availability

An order may already be scheduled when the customer realises nobody will be at home. A delivery confirmation gives them a chance to flag that problem before the visit, and the reply can start the appropriate delivery-support conversation.

Message: Hi [Name], order [Order ID] is scheduled for delivery on [Date]. Will someone be available to receive it?

Quick Reply buttons: Yes, available · Need another date · Delivery help

Next journey: Record availability or collect a preferred alternative date. Check the courier or order system before confirming a change; the customer selecting another date does not itself reschedule the delivery.

10. Separate payment questions from payment confirmation

A reminder may reach a customer who has already paid, or someone who needs the invoice explained. Use response options to separate those conversations, then verify the actual payment status before updating the order.

Message: Hi [Name], payment of [Amount] for invoice [Invoice ID] is due on [Date]. What would you like help with?

Quick Reply buttons: Send payment link · Already paid · Invoice question

Next journey: Send the verified payment link, check the transaction record or answer the invoice question as appropriate. Already paid is the customer’s reply and still needs reconciliation against the payment record.

11. Confirm or reschedule an appointment

For a salon, consultancy or service business, the next action depends on whether the customer can attend. Put the appointment details in the message and let them choose a relevant path, rather than asking them to type the whole request again.

Message: Hi [Name], your [Service] appointment is scheduled for [Date and time]. Does this still work for you?

Quick Reply buttons: Confirm visit · Reschedule · Cancel request

Next journey: Confirm the existing booking or begin the change request. Show checked alternatives when rescheduling, and update the booking system before sending a final confirmation.

12. Help registered attendees prepare for an event

A registered attendee may want the joining instructions while another needs help with the event details. Quick Replies let you identify that need before sending another long event message. Use the actual event name and date to keep the reminder recognisable.

Message: Hi [Name], you are registered for [Event] on [Date]. What would you like to do next?

Quick Reply buttons: I am attending · Event details · Cannot attend

Next journey: Share the relevant instructions or record that the attendee cannot join. Keep registration changes connected to the event record, and do not treat a response as a purchase or a new registration.

13. Collect post-purchase feedback

After an order has been delivered, ask about the customer’s experience and give unhappy customers an obvious route to help. The response becomes more useful when it leads to an appropriate next step, such as a thank-you message or a support conversation.

Message: Hi [Name], how was your experience with order [Order ID] from [Store]? We would like to hear your feedback.

Quick Reply buttons: Very happy · Satisfied · Need help

Next journey: Thank customers who share positive feedback, and ask those choosing Need help what went wrong. If you store feedback as a tag or attribute, configure that step and check that the response is saved correctly.

14. Collect feedback after a service visit

Service feedback can reveal a different problem from delivery feedback. A repair may have been completed, but the customer might still need an explanation or another check. Ask about the visit and provide a route for that follow-up.

Message: Hi [Name], how did your [Service] visit go? Please choose the response that fits your experience.

Quick Reply buttons: Happy with service · It was okay · Need a follow-up

Next journey: Send the customer to the matching feedback or service-support path. A request for another visit needs a team member or connected booking process to confirm the next appointment.

15. Find out whether a support issue is resolved

Sending a solution is only one part of handling a support request. A short resolution check lets the customer confirm whether it worked, and your next message can reflect that response instead of closing every conversation in the same way.

Message: Hi [Name], following our update on support request [Ticket ID], has the issue been resolved?

Quick Reply buttons: Resolved · Still need help · Talk to a person

Next journey: Use Resolved to begin your resolution-confirmation step. Keep the support journey open for Still need help, and route Talk to a person to a configured human handover.

16. Start the right return or exchange conversation

Someone asking to change a purchase may want a return, an exchange or help understanding the policy. Let them make that choice before requesting the information needed for the specific process. This keeps the next questions relevant to their request.

Message: Hi [Name], we can help you check the options for order [Order ID]. What would you like to discuss?

Quick Reply buttons: Return an item · Exchange an item · Explain the policy

Next journey: Show the relevant policy and collect the necessary order details. Eligibility checks and the actual return or exchange approval still belong to your support process or connected order system.

17. Hand a chatbot conversation to a person

Some requests need judgement or information that your chatbot does not have. Offer a direct route to an agent alongside useful self-service options, and tell customers what to expect when they choose it.

Message: Would you like to continue here or speak with our team about your question?

Quick Reply buttons: Talk to a person · Keep browsing · Order help

Next journey: In AiSensy Flow Builder, connect the human-help option to Request Intervention. The configured handover sends the conversation to the Requesting tab in Live Chat, where the team can pick it up. Use the AiSensy Flow Builder guide to configure the handover.

18. Move a prospect into a different customer journey

Say a customer has been comparing sofas and is now ready to see fabric choices. Continuing to send comparison information would miss that change in intent. Ask what they want next, then connect each answer to the appropriate part of the conversation.

Message: You have explored [Product]. What would you like to do next?

Quick Reply buttons: Choose a variant · Compare options · Ask an adviser

Next journey: Send Choose a variant to the selection steps, Compare options to further product information, and Ask an adviser to your sales-help path. In a configured flow, each reply should lead to its matching branch.

19. Let customers choose the conversation language

If your team supports more than one language, a preference question can make the following instructions easier to understand. Offer only languages you can actually support and connect the choice to content written in that language.

Message: Which language would you prefer for this conversation?

Quick Reply buttons: English · Hindi · Other language

Next journey: Continue with the supported language path. For Other language, ask what the person needs and involve a suitable team member if required. The button collects a preference; it does not translate the conversation by itself.

20. Manage offer preferences and opt-outs

Customers may want fewer promotional messages even when they still need order updates. Give them clear choices and make sure the selected preference changes how you build future promotional audiences. An opt-out response should lead to a working preference-management step.

Message: Hi [Name], would you like to keep receiving offers from [Business] on WhatsApp?

Quick Reply buttons: Keep offers · Fewer messages · Stop offers

Next journey: Record and apply the preference before the next offer is sent. Honour typed opt-out requests too, and keep the purpose of transactional updates separate from promotional messaging.

How to create a Quick Reply template message in AiSensy

Use this route when you want an approved template with response buttons, such as a campaign entry message. Sign in to the AiSensy project connected to your WhatsApp Business API number and check the current AiSensy plans and charges for the features you need.

Here’s how to add response buttons using AiSensy’s template creator. Once your template is ready, connect the replies to the next steps in your chatbot.

1. Open Manage → Template Message → Create Template

Choose Create Template in the Template Message section under Manage. Select the appropriate category, language and message type, and give the template a recognisable name.

2. Add the message and choose Quick Replies

Write your message and provide sample values for its parameters. Under Interactive Actions, select Quick Replies and check the message preview.

3. Enter the reply options

Add the responses customers should be able to choose. In AiSensy’s template creator, you can add up to three buttons with 25 characters per label and no emojis in the labels. For the feedback example, use Very happy, Satisfied and Need help.

This example uses Interested, Not Interested and Maybe. Match the labels to the question in your own message.

4. Review and submit the template

Check the message, category, parameter samples and button wording, then click Submit. Approval can take 30 seconds to 24 hours. Check the actual status before planning a send.

5. Sync the approval status

Use the status-sync control in the template list. Look for Sync with WhatsApp or Sync Status in your dashboard. Confirm approval and check the message with a permitted test contact before sending it to your intended audience.

Connect Quick Replies to the next step in AiSensy

Creating a button message and connecting its response are separate parts of the setup. For a collection campaign, decide what Explore products should show and where Help me choose should lead before you send the message. A reply needs a configured destination if you want the next step to run automatically.

Use Flow Builder for chatbot entry and branching

In AiSensy Flow Builder, create or open your flow. For a template-led entry, use Choose Template in Flow Start, select the relevant button template and connect it to the next element. For a keyword entry, set the words your customers will send.

Build the message and response paths, then add the relevant action. You can configure tags or attributes to retain a choice, or use Request Intervention for human handover. Save the flow, enable it when you are ready and test each branch. Check feature access and the Flow Builder setup guide. Click-tracked templates are not supported for chatbot automation.

Continue conversations with AiSensy’s WhatsApp AI Agent

Say a customer taps Help me choose and then asks which product suits their budget. AiSensy’s WhatsApp AI Agent can understand that follow-up and answer using your business information. Train it on your product catalogue and policies so the conversation can continue as the customer explains what they need.

In AiSensy, open Agents → Set up, enter your website and a WhatsApp test number, then click Train Agent. Add the relevant content to Knowledge and create Skills for tasks such as lead qualification or feedback collection. Use Actions with a connected API for live lookups or bookings, and enable Human Handoff for requests your team should handle. Test your setup in Train mode before using it with customers.

Choose between Quick Replies, URL buttons and lists

Use a Quick Reply when you want the customer to send a choice, such as requesting a size guide or confirming interest. Use a URL CTA when the action is opening a website, such as viewing a checkout page. The response from a Quick Reply can lead to a message containing a link, but the reply button itself does not open that link.

For a larger menu, consider a list message so customers can scan the available options. A broad product menu may suit a list, while a simple choice between browsing, order help and a person can fit Quick Replies.

Before using a journey with customers, check every branch and give free-text replies a useful fallback. Keep an obvious route to your team, especially for unresolved support problems, and make sure opted-out contacts are removed from promotional audiences.

Follow WhatsApp’s messaging policy: free-form replies belong within the 24-hour customer service window, while messages outside it require approved templates. See our WhatsApp template message guide for that distinction.

Start with one customer journey

Choose a conversation where the customer usually needs to make a simple decision. Write that question, add the relevant reply options and connect each one to the next useful step in AiSensy. Test the whole journey, including the option that asks for human help, before using it in a campaign or chatbot.

Already using AiSensy? Start with a template message or the Quick Replies element in your chatbot setup. If you are setting up WhatsApp for your business, create an AiSensy account and begin with the customer interaction you want to handle.

FAQs about WhatsApp Quick Reply Messages