The WhatsApp greeting message: what to say in the first line, with twelve examples by business type
The greeting is the only message every customer reads. Most businesses waste it on "Welcome to X! How can we help you today? 😊", which tells the customer nothing and asks them to do the work. A good greeting says who you are, what you can help with right now, and asks one specific question.
Quick answer
Write a greeting in three parts: who is answering (the business, and that it is an assistant if it is), what you can help with in one line (book, prices, hours, orders), and one question that moves the customer forward. Keep it under three lines, no exclamation marks, one emoji at most. If an AI agent answers, say so in the greeting; it builds trust and is the right default.
The three parts
- Who. The business name, and the word "assistant" if it is one. "Hi, this is the Bright Smile Dental assistant."
- What. The two or three things you can do right now. "I can help with prices, appointments and directions."
- One question. Specific enough to get a useful answer. "What can I help you with today?" is weak; "Are you looking to book, or do you have a question about a treatment?" is strong.
Leave out: paragraphs about your values, multiple exclamation marks, a menu of numbered options, and any promise about reply times you cannot keep. If a person answers later, the greeting can add hours: "The team replies between 9am and 6pm."
Twelve examples
Clinic: Hi, this is the [Clinic] assistant. I can help with services, prices, and booking an appointment. Are you looking to book, or do you have a question first? Salon: Hi! [Salon] here. I can check prices and book you with a stylist. Which service are you thinking of? Restaurant: Thanks for messaging [Restaurant]. I can help with reservations, the menu and directions. Booking a table, or a question about the menu? Property: Hi, this is the assistant for [Agent Name]. I can share listing details and arrange viewings. Which property are you asking about? Tuition: Hi, [Centre] assistant here. I can share timetables, fees and book a trial class. Which level and subject is this for? Workshop: Hi, [Workshop] here. I can quote standard jobs and book a bay. What is the car model and what's the problem? Home services: Thanks for contacting [Business]. I can quote fixed services and book a visit. What's the problem, and which area are you in? Online shop: Hi, this is the [Shop] assistant. I can check sizes, stock and delivery. Which item are you looking at? Gym: Hi! [Studio] assistant here. I can share class times, prices and book a trial. Which class interests you? Hotel: Welcome to [Hotel]. I can help with check-in details, facilities and directions. What do you need? Florist: Hi, [Florist] here. I can help with bouquets, prices and same-day delivery. What's the occasion and when do you need it? Professional services: Hello, this is the assistant for [Firm]. I can explain our services, fees and book a consultation. I cannot give advice, but I can get you to someone who can. What is the matter about?
When an AI agent answers
Say so. "This is the assistant" or "I'm an automated assistant" costs nothing and prevents the moment where a customer realises mid-conversation that they were not talking to a person. ReplyKit introduces the agent as automated by default and keeps that setting visible; turning it off is possible but not advised. The greeting is also where the agent learns what the customer wants, which is why the one question matters: "Are you looking to book, or asking about a treatment?" gets an answer the agent can act on.
Test it on ten real openings
Take the last ten first messages customers sent you. Reply to each in your head with the greeting. If the greeting's question does not fit the message ("Are you looking to book?" after "do you sell gift vouchers?"), the agent should answer the question first and skip the greeting question; instruct it to "answer what they asked, then ask what you need". More on that in writing agent instructions.
Frequently asked questions
What should a WhatsApp business greeting say?
Who is answering, what you can help with in one line, and one specific question. Under three lines.
Should I say it is an AI assistant?
Yes. It builds trust and prevents an awkward discovery later. ReplyKit says so by default.
Should the greeting have a menu of options?
No. Numbered menus feel like a phone system. Ask one open question that the answer can act on.
How do I set a greeting in WhatsApp Business?
Business tools, Greeting message, turn it on and write the text. With an AI agent, the greeting is part of its instructions.
Can the greeting be in Malay or Chinese?
Write it in your primary language; an AI agent replies in whichever language the customer uses after that.
Give the greeting a brain
Paste one of these into the agent's instructions and it answers whatever comes next. 7-day free trial.
Sources and further reading
- WhatsApp Business Messaging Policy · opt-in, opt-out and prohibited-use rules every business must follow
- Harvard Business Review, The Short Life of Online Sales Leads (Oldroyd, McElheran, Elkington, 2011) · firms that responded within an hour were about seven times more likely to qualify the lead
ReplyKit is an independent product and is not affiliated with or endorsed by Meta or WhatsApp. This article is general guidance for running a small business, not legal, financial or regulatory advice.