How to Write the Perfect Greeting Message for Customers on WhatsApp
Still think of WhatsApp as just an app for chatting with friends? Stop doing this. It can become a powerful business tool. With over 2 billion monthly active users worldwide, WhatsApp Business offers an unparalleled audience.
WhatsApp Business was developed to help companies interact with customers more effectively by offering commerce and support features. Unlike the standard app, a WhatsApp Business account has special tools like business profiles, automated SMS, and chat management to enhance professional communication.
The WhatsApp Business greeting message is an automatic welcome message that businesses send to new customers on WhatsApp Messenger. In this article, we’ll explore what greeting messages for customers on WhatsApp are, why they matter, and how to craft the perfect one.
What is a WhatsApp Business greeting message?
A WhatsApp greeting message (often just called a WhatsApp welcome message) is an automatic greeting that the company sends to users when they first reach out to you on WhatsApp. When a customer sends your WhatsApp Business account a message for the first time or after 14 days of inactivity, the app automatically replies to them with a pre-set greeting message for customers on WhatsApp. Message example:
It’s important to note that greeting messages are a feature of the WhatsApp Business app and API, not the regular WhatsApp Messenger. On a standard personal WhatsApp, you won’t have this auto-reply capability. For more differences, see our guide on WhatsApp and WhatsApp Business.
Why greeting messages matter for WhatsApp Business
A warm welcome message may seem a small thing, but it has a big impact on customer perception and experience. Here are a few reasons why creating a great WhatsApp welcome message is worth the effort.
Friendly first impression
Human behavior is heavily influenced by first impressions. When a customer contacts you, your immediate response (or lack thereof) shapes their opinion of your business. A thoughtful, well crafted welcome message immediately establishes your brand as friendly, approachable, and customer-centric.
Sets the tone and expectations
A greeting message for customers on WhatsApp sets the tone for a conversation. You immediately convey the warmth, professionalism, and personality of your brand. In addition, a great welcome message sets clear expectations for the customer. This helps to avoid disappointment because the customer knows what's coming next. For example:
Shows professionalism and consistency
An automated welcome message demonstrates that your business is organized and responsive. It reassures the customers that their messages have been received and will be addressed. This consistency (every customer gets the same warm welcome) also reinforces your brand voice. Over time, these consistent greetings on WhatsApp Business build a professional image.
Engages customers immediately
A quick greeting starts an interaction even before the operator makes contact. Simply confirming that the customer has received the message increases the likelihood that they will wait for a response rather than switch to a competitor. You can also use the greeting to ask an introductory question (for example, “How can we help you today?”), encouraging the customer to respond in more detail.
Personal touch and connection
Unlike typical automated responses, a well crafted welcome message adds a personal touch to a typically automated interaction. By including the customer's name or referencing how they contacted you, you start building a human connection. For example:
Improved customer experience and engagement
Welcome messages contribute to an overall positive customer experience. They add a little joy and clarity at the very beginning of the customer journey. A quick greeting reduces wait times because the customer is engaged from the beginning.
Satisfied customers are more likely to stay engaged, continue the conversation, and ultimately remain loyal. In fact, 72% of consumers say they only engage with personalized messages.
Lead generation and sales opportunities
Many businesses enable greeting messages for customers on WhatsApp to share a quick introduction or even a promo for new customers. For instance, a welcome gift like a discount code in your greeting entices a potential customer to make a purchase. For example:
Better response times
Since welcome messages are automated, they are sent instantly. Customers appreciate quick responses; even an automated “Got your message!” improves their perception while they wait for a detailed response. Faster initial responses also improve your metrics if you're tracking customer support KPIs.
Types of WhatsApp Business greeting messages
Not all greeting message examples are universal. Depending on the situation, your business WhatsApp greeting can take different forms. Here, we're going to look at a few warm welcome message examples and when to use them.
Welcome messages for new chats
These are the classic warm greeting messages that welcome customers who contact you for the first time. The welcome message is friendly and short, introducing your business and offering to help. It's triggered when a new customer initiates a WhatsApp chat or when an existing customer texts you after a long time. For example:
This kind of greeting message sets a positive first impression, ensuring new customers get a warm welcome. It often uses phrases like “happy to have you”, “thanks for reaching out”, or “glad you’re here” to make customers feel valued.
Sometimes, businesses include a welcome gift or offer for new customers in the first message to sweeten the deal. For instance:
Away messages (out-of-hours greetings)
Away messages are a special type of greeting for when you can't respond immediately. You can use outbound greetings during off-hours, weekends/holidays, or when your team is unavailable for other reasons (e.g., during a company offsite event). For example:
This SMS is polite, apologetic about the delay, and most importantly, gives a timeframe for when the customer can expect a response. The key is to inform, not ignore.
Thank-you messages
A thank-you message is a kind of greeting in which a customer thanks you for a certain action. It can be sent after a customer has made a purchase, subscribed to a service, or even after they have left a review. Often, companies use WhatsApp to send quick thank-you notes that include the next steps or just a warm closing note. For example:
Another scenario: after the support issue is resolved, you can submit:
Context-specific greeting messages
Beyond the generic welcome or away messages, you can tailor greeting messages for specific contexts or campaigns. Depending on your business and the scenarios you encounter, consider setting up different business greeting message examples.
Retail/e-commerce greetings
If you have an online store, your WhatsApp greeting can include a brief mention of current offers or popular products.
Holiday or seasonal greetings
During holiday seasons or special occasions, change your greeting message to reflect the spirit of the holiday. For example, at Christmas:
During festivals like Diwali, Ramadan, Chinese New Year, etc., acknowledging them shows cultural sensitivity and warmth. Just be sure to also provide any relevant info.
Customer support context
If a customer is contacting support, your greeting can be more service-focused.
Lead generation or marketing opt-in
If your WhatsApp number is used for lead gen (say, people message a number to get a quote or join a mailing list), craft the greeting accordingly.
Multilingual greetings
Do you serve a multilingual audience? WhatsApp Business lets you create templates, and you might detect the user’s language. In such cases, having a greeting message in the customer’s language can be very impressive. For example:
Post-event or appointment greeting
If a customer contacts you to set up a meeting or register for an event, customize your greeting to fit that context.
Key features to have in your WhatsApp Business greeting messages
When crafting the perfect greeting message for WhatsApp, it’s not just about the words you use, but also about leveraging WhatsApp Business features to enhance your message. They are:
- Verified business profile. If your WhatsApp Business account is eligible, getting a verified badge (the green checkmark) is very important. When a customer sees the green check next to your business name in the chat, they immediately know it’s an official account and not an imposter. To get verified, businesses typically need to use the WhatsApp Business API and go through Meta’s verification process. This may not be possible for very small businesses, but if possible, strive for it.
- Automation. This feature allows you to send a greeting automatically without human intervention. You'll need to set up an automatic greeting in your WhatsApp Business app or via an API integration to make it work at the right time.
- Personalization. Add dynamic content, such as the customer's name or the specific service they asked for if you know it. The WhatsApp Business API supports message templates that you can insert variables into (for example, {{1}} for name).
- Rich media and multimedia (if needed). WhatsApp isn’t limited to text. You can enhance a greeting message with rich media like images, emojis, or even short video clips. While not necessary, these can make your greeting more engaging.
- Analytics and feedback collection. Track how users respond to your greetings. If you send any links (like to a help center or a promo), track the click-through rates. Monitoring key metrics such as click-through rate (CTR), response rate, and conversion from that conversation is business-critical. It tells you how persuasive or useful your greeting is. Also, consider collecting feedback about the chat experience. High rates may mean that your initial greeting and chat went well. Low rates may indicate that you still have some work to do.
- Compliance and consent. According to WhatsApp’s rules, “You may only contact people on WhatsApp if: (a) they have given you their mobile phone number, and (b) you have received opt-in permission from the recipient…”. In practice, that means don’t use the greeting message feature to spam people who never asked to be contacted.
Best practices: how to craft effective greeting messages for customers on WhatsApp
Writing an effective WhatsApp welcome message is both an art and a science. You want the message to be clear and useful, but also personal and in line with WhatsApp etiquette and your brand. Here are some best practices to help you make sure your welcome messages hit the mark.
Keep it short and simple
A welcome message should usually consist of 1-3 sentences. A short welcome message often works best. If you have additional information (e.g., a schedule, link, or promotion), you can add a short second message or use bullet points or line breaks to make it easier to read. Large blocks of text at the beginning overwhelm or annoy the reader.
Use a friendly, on-brand tone
Speak like a human, not a corporate machine. Use natural language as if you were talking to the customer in person. If your brand's voice is casual, feel free to say “Hi” instead of “Hello” and use abbreviations. If your brand is more formal, you can be polite but a little more formal. In any case, avoid jargon or overly harsh language.
Avoid information overload
While it's tempting to put everything in your greeting (opening hours, website links, products, etc.), this can backfire. Too much information or multiple calls to action in one message confuses the customer. It's better to focus on one main goal in your greeting. If necessary, you can provide additional information after the customer replies or selects an option.
Cultural and regional sensitivity
WhatsApp is global, and your customers might come from different cultures and backgrounds. Be mindful of this in your greeting. Avoid slang or references that might not translate universally. If you serve a specific region, acknowledging local holidays or times of day can be a nice touch. If unsure, sticking to a neutral, friendly greeting (“Hi there” or “Hello”) is safest.
Also, ensure the content of your greeting is inclusive. For example, during festive seasons, not everyone celebrates the same holidays.
Set clear expectations
We touched on this, but it's worth repeating as a best practice. Let the customer know what to expect next. If you usually respond within an hour, say so. If the user has contacted you outside of business hours, be sure to mention your working time or that you will respond when you return. Customers appreciate knowing the time frame.
A/B test different greetings
If possible, experiment with different styles of welcome messages to see which one resonates with your customers the most. Perhaps you try one version that contains a promotional offer and another that is just a helpful greeting, and see which one leads to better engagement or conversion. Some WhatsApp business solution providers or API platforms allow you to change templates or track metrics.
Personalize whenever possible
This was covered as a feature, but as a practice, it goes too. Personalize your greeting! Use templates that insert names or reference how they contacted you. If you know their language preference, greet them in that language. If they’re a repeat customer, say “Welcome back”.
Leverage WhatsApp Business API & tools for scale
If you are a medium or large business receiving a high volume of WhatsApp messages, consider using the WhatsApp Business API or third-party tools to manage your messaging. The API allows for more advanced automation, integration with CRM systems, and chatbot capabilities.
Third-party customer communication platforms, like DecisionTelecom’s WhatsApp Business solution, provide dashboards where you can design and deploy greeting message templates easily. By using such tools, you ensure that no customer slips through the cracks and that your greeting messages are always on, even as you scale.
Comply with WhatsApp policies and etiquette
As discussed under compliance, make sure your greeting messages for customers on WhatsApp follow the rules. Don’t include disallowed content. Always get an opt-in before sending promotional greetings. Also, keep in mind WhatsApp’s template rules: if you send template messages (which might apply if you initiate a chat outside the 24-hour window), they need to be approved by WhatsApp and not be purely promotional.
Conclusion
So, a welcome message in WhatsApp Business may be a simple automated note, but it goes a long way in shaping your customer's experience. We discussed what welcome messages are, why they're important, what types you can use, key features you should use, and best practices you should follow. The perfect welcome message today can become even better tomorrow if you make a few changes to it.
Finally, if you're ready to take your WhatsApp customer communication to the next level, use a reliable solution like DecisionTelecom's WhatsApp Business service. With our platform, you can easily set up automated greeting messages, integrate chatbots, personalize at scale, and gain insights through analytics.
Explore DecisionTelecom’s WhatsApp Business service to get started with professional WhatsApp messaging for your company. A great customer experience often begins with a simple “Hello” — let’s make sure it’s the best it can be!
FAQ
What are business update greeting messages on WhatsApp?
Business news welcome messages on WhatsApp are concise, friendly notifications that inform customers about new products, offers, or changes. They maintain a professional tone, strengthen customer relationships, and drive engagement through direct, real-time communication.
How do you write a greeting on WhatsApp?
Writing a WhatsApp greeting is similar to writing a quick text to a customer. Keep it short, warm, and informative. Start with a hello and your business name, thank the customer for contacting you, and include a prompt or next step. A casual tone with an emoji or two can make it feel more personal.
How to write a greeting message to a customer?
To write a greeting message to a customer, imagine the customer standing in front of you and greeting them as you would in person. The formula: Greeting + Thank You/Welcome + Your Business + Offer to Help = a great greeting message.
How do I address customers on WhatsApp?
Address customers by name on WhatsApp whenever possible. Using their name (e.g., “Hi John,”) personalizes the interaction. If you don’t have their name, a simple “Hi there,” or “Hello,” is fine. Use the second person (“you”) to speak directly to them, and the first person plural (“we”) for your business voice. In most cases, though, WhatsApp chats use first names or even just “Hi there” if the name isn’t known.
