WhatsApp Business greeting message: how to turn it on, who gets it and examples by business type
The greeting message is sent automatically when a customer messages you for the first time or after 14 days with no messages. You turn it on under Tools > Greeting message and choose who receives it. Below you can set it up and test what your customer sees in each case.
Updated: October 9, 2026
How do I turn on the greeting message in WhatsApp Business?
In the Tools tab tap Greeting message, turn on Send greeting message, tap the message to edit it, choose Recipients and tap Save.
When is the greeting message sent?
When a customer messages you for the first time, or after 14 days of inactivity in the chat. If they messaged you in the last 14 days, it isn't sent.
Why isn't my greeting message sending?
Check four things: that the customer hasn't messaged you in the last 14 days, that your recipients include them, that your phone has internet and that you haven't connected Meta's AI agent, which turns greetings off.
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What it is and when it's sent
It's your business's first impression on WhatsApp. It's sent automatically in two cases: a customer's first message and when they come back after 14 days with no messages in that chat. Your device needs an internet connection to send it.
Set it up and test what your customer sees
Write your message or pick an example, change the recipients and then test different customers. The phone switches to "What your customer sees" and tells you whether the message is sent and why.
1. Set it up
2. Test it
Illustrative recreation based on the WhatsApp Help Center (checked October 9, 2026). Menus can vary by app version and country.
How to turn it on step by step
- Open the Tools tab and tap Greeting message.
- Turn on Send greeting message.
- Tap Greeting message to edit the text, then tap OK.
- Tap Recipients and pick an option.
- Tap Save.
The formula for a good greeting
"Hi! Thanks for messaging Leather & Co."
"We make handmade leather bags in Austin."
"Browse the catalog and tell me which one you like."
"We reply Monday to Saturday, 9 am to 7 pm."
| ❌ Avoid | ✅ Better |
|---|---|
| "Hi, how can I help you?" | Say who you are, what you sell and the next step |
| An 8-line message with every policy | 4 lines at most; details go in the catalog or quick replies |
| Promising "I'll reply in 5 minutes" | Stating your real hours |
Who gets it: the 4 recipient options
| Option | Who gets it | Use it if… |
|---|---|---|
| Everyone | Anyone who messages you | Your number is only for business |
| Everyone not in address book | Only people you haven't saved | You've saved suppliers, family or long-time customers |
| Everyone except… | Everyone but the people you pick | You want to leave out a few contacts |
| Only send to… | Only the contacts you pick | You want to test it with a few people first |
If your greeting message isn't sending
- 14-day rule: if the customer messaged you in the last 14 days, it isn't sent.
- Recipients: with "Only send to…" or "Everyone except…" you may be leaving out the person you meant.
- Internet: your device needs a connection to send it.
- Meta's AI agent: if you connected it, greetings are turned off automatically.
- If none of that applies, turn it off and on again.
What a greeting can't do
A greeting says hello, but it doesn't answer. If a customer asks "do you have it in medium?" at 11 pm, they wait until someone reads it, and many buy from whoever answers first. To answer real questions on any day and at any hour, you need an AI assistant that replies from your catalog and policies.
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Sources
WhatsApp Help Center: how to use greeting messages · automatic messages and AI agent. Checked October 9, 2026.
Frequently asked questions
Is the greeting sent every time someone messages me?
No. Only on the first message or after 14 days without messages in that chat.
Can I put my catalog link in the greeting?
Yes. Also, when someone messages you from a Facebook or Instagram ad, they see your greeting message, which can include a link to your catalog.
Can I use the greeting message and Meta's AI agent at the same time?
No. Connecting Meta's AI agent turns greeting and away messages off.
Is it sent if my phone is off?
Your device needs an internet connection to send the greeting message.
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