Canned responses for WhatsApp customer service: 30 models for every situation, and the rule that keeps them human
Thirty ready customer-service replies for WhatsApp: greeting, outside hours, order status, delays, refunds, complaints, payment and closing; how to store them as quick replies for the team, and when a canned reply hurts.
The ArabyBot teamOfficial Meta partner · written from our own platform dataOn this page 5
The short answer
A canned response is a short text the team writes once and sends with one tap in every recurring situation: greeting, order status, delays, refunds, complaints. This page gives thirty models in Modern Standard Arabic grouped by situation, with the rule that makes them work: the model standardises the information, not the tone, and the agent adds one line per customer.
Also asked as: «ردود جاهزة لخدمة العملاء واتساب» · «نماذج ردود سريعة للعملاء» · «صيغ رد على العميل الزعلان» · «عايز ردود جاهزة انسخها للواتساب»
The rule before the models: standardise the information, not the tone
The canned reply that fails is the one sent whole, as is. The customer notices within a second that they are reading prepared text and feels nobody read their message. The reply that works does two things: carries the same correct information for every customer (price, time, policy), and leaves one line the agent writes about this customer specifically: their name, what they mentioned, the reason for their particular delay.
Read the reply before sending as if you were the customer. If there is not one word in it that belongs to them, add it. The models below put [brackets] where that word has to go.
The thirty models, grouped by situation
Each model carries a badge: bot if the AI agent can send it automatically from your files or store, agent if it needs a human decision. Copy them into quick replies, edit the brackets, and move the language toward your customers' dialect.
1. Greeting and hours
Welcome to [business]. How can we help today? You can ask about prices, order status or opening hours.
Thanks for your message. Our team is available from [9 am] to [6 pm] and will reply first thing. If your question is about [prices/order status], I can answer it now.
We are closed for [Eid] until [date]. Orders are taken now and ship on [date]. Anything urgent: [emergency number].
Hello [name], this is [agent] from [business]. I have read your message and will take it from here.
2. Order status and shipping
Your order [1042] is [being prepared]. Expected to ship on [Tuesday]. We will send the tracking number as soon as it leaves.
Your order is out for delivery today with [courier]. Tracking: [number]. The driver will call before arriving.
I am sorry for the delay, [name]. Order [number] was held by [brief reason]; the new date is [date]. I will follow it myself and tell you when it ships.
We need the address confirmed before shipping: [address as received]. Is it correct, or would you like to change it?
Order [number] has been delivered. We hope you like it. If anything is wrong, send us a photo and we will sort it out.
3. Prices and availability
[Product] is [amount] [currency]; sizes in stock now: [list]. Shipping to [city] is [free/amount] and takes [time].
That size is not in stock right now. Available: [list]. If you like, I will tell you when [size] is back.
The [amount] you saw was an offer that ended on [date]. The current price is [amount]. I can add [free shipping/a gift] to this order for you.
Cash on delivery is available in [cities]; card or [wallet] payment through the link we send after confirmation.
4. Complaints and returns
We have received your message and are sorry this happened. A teammate will contact you within [30 minutes] to resolve it. If you have a photo or the order number, send them here.
Thank you for your patience, [name]. I checked your order; the problem was [cause]. The fix: [replacement/refund/credit] within [time]. Does that work for you?
I understand [product] arrived [damaged/different]. We will send the replacement on [date] and collect the current item with the driver — nothing needed from you.
Returns are accepted within [14 days] in original condition. Send the order number and the reason, and we will arrange pickup and refund to [payment method] within [time].
I understand your frustration, and you are right. What I can do now: [action]. What I cannot: [the honest limit]. Which would you prefer?
5. Payment and confirmation
Your order summary: [items] — total [amount] including shipping — delivery to [address]. Confirm with "yes" or send a change.
Payment link: [link]. Valid for [24 hours]. A confirmation arrives immediately after payment.
We have not received payment for order [number] yet. If you have paid, send the receipt photo and we will confirm in minutes. If the link failed, here is a new one.
Payment confirmed for order [number]. Thank you. Ships on [date].
6. Follow-up and closing
Are you still interested in [product]? I am holding it for you until [time]; after that it goes back on sale.
It has been [3 days] since your order arrived. How was it? Reply with a number from 1 to 5.
Glad I could help, [name]. If you need anything else, I am here. And if you liked the experience, a review at [link] means a lot to us.
I will close this conversation now that [issue] is resolved. If anything new comes up, message here and it reopens with the full history.
Sorry, I do not have an answer to that. I have passed you to a teammate who will reply within [time].
7. Bookings and appointments
Available slots [today/tomorrow]: [list]. Pick a slot number and I will hold it.
Reminder: your appointment is tomorrow at [time] at [branch]. Will you attend? Reply "yes" or "reschedule".
Sorry, we had to change your appointment [reason]. Available: [two alternatives]. Which suits you, or would you prefer another day?
Your appointment is set for [day and time] at [branch]. Address: [link]. Please bring [requirements].
How to keep them for the team: quick replies in the unified inbox
- Write each once under a short name
From the inbox settings: quick replies → add. The name is what the agent types in the conversation (/shipping, /return, /hours), the text is the model with its brackets.
- Keep the brackets visible
The agent sees the text in the conversation before sending and replaces the brackets. A reply that went out with "[name]" still in it tells the customer everything about the team.
- Let the bot send what is its
The models badged "bot" go into the agent's knowledge base or come from your connected store, so it sends them with no agent at any hour. The rest stay as quick replies for the team.
- Review monthly
A reply unused for a month is deleted; a new question that recurred is added. Twenty live replies beat sixty nobody searches.
When a canned reply hurts
A customer angry at a previous canned reply: a second one doubles the anger; write from scratch. A complaint with details: whoever wrote five lines deserves a reply that mentions what they wrote. The same question a second time: if you sent "we will reply within 30 minutes" twice, you lied once.
Frequently asked questions
What is the difference between a canned reply and an auto-reply?
A canned reply is sent by a person with one tap when they judge it fits; an auto-reply is sent by the system with no person, on a condition: outside hours, a keyword, or a question the bot knows. The first raises the team's speed and consistency; the second covers the time nobody is there. Most businesses need both: a bot for the recurring, canned replies for the agent who steps in.
Where do I keep canned replies so the whole team uses them?
In quick replies inside the unified inbox: written once under a short name (like /shipping) and available to every agent in the conversation by typing the name. Copies in phone notes produce ten versions for ten agents, which defeats the purpose.
Should I write replies in Modern Standard Arabic or dialect?
In your customer's language. The models here are in Modern Standard Arabic because they fit every market and take a minute to adapt; an Egyptian store moves them toward Egyptian, a Saudi store toward Gulf. The one rule: one tone across the team, because the customer is messaging the business, not the agent.
How many canned replies does a team really need?
Fewer than you think. Open the last two hundred conversations and count the recurring situations; you will find ten to twenty. A reply not used weekly gets deleted, or the list grows longer than anyone will search.
Can the bot send these replies itself?
Many of them, yes: greeting, outside hours, order status from your store, and the recurring questions from your files. Complaint, refund and exception replies stay with the agent; the bot prepares them with an instant acknowledgement and hands over. The grouping on this page says, for each reply: bot or agent.
How we write these guides Figures come from our platform and Meta's actual invoices, dated with their sample; we describe what works today, not what we plan, and say what we do not do and when someone else is the better choice. Reviewed by the ArabyBot team on 23 September 2026.
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