How it works
From business knowledge to a working reply.
Connect your number, prepare your answers and keep your team involved. Here is what to expect when you set up Reply.
Set up your business
Create an account and confirm your email. Your business has its own knowledge, connection and conversations. Choose the subscription that fits your expected monthly usage.
Connect your WhatsApp number
Use the Meta connection flow from Reply and authorize the number your business will use. You need the relevant Meta permissions and an eligible WhatsApp Business number. Availability and approval depend on Meta and your account.
Add knowledge and set your rules
Add information such as opening hours, policies, services and frequently asked questions. Set the tone and escalation rules, and make sure the information is current and appropriate to share with your contacts.
Test before enabling replies
Try common questions and difficult cases in the preview. Check the answers, the wording and situations that should involve a person. Enable automatic replies only when your knowledge and rules are ready.
Review conversations and follow up
Use the inbox to read conversations and see handoff flags. Take over a conversation when your team needs to reply. A flag is a request for attention, not proof that a human has answered; review your inbox and handoff settings regularly.
Keep an eye on your plan and your data.
Plans include a monthly conversation allowance, with monthly or yearly billing. The allowance counts a conversation once in a calendar month when the assistant first replies. Extra conversations can create additional charges, so review your usage and the plan details before choosing.
Manage billing in Settings. Business owners can also remove knowledge and conversation data. See Data requests for the available controls and how to request access to your information.