If customers message your business asking "How much?", "Do you deliver to Ibadan?" and "Is this still available?", then disappear before paying, the problem is usually not your product. It is the slow, repetitive back-and-forth before the sale.
For Nigerian businesses that sell on WhatsApp, every unanswered question gives a buyer time to compare prices or message a competitor. Replying fast, with the right information, often decides who gets the order.
The WhatsApp Business app has free tools that do this work for you: automatic greeting and away messages, quick replies for common questions, and a catalogue where customers can browse products, add them to a cart and send an order in one message (WhatsApp, via Gulf News). Set up together, they turn a chat into a short, predictable sales process.
In this guide, you'll learn how auto-replies and catalogues work together, how to write greeting, away and quick-reply messages that move buyers forward, how to build and share a catalogue that sells, how to use labels to follow up, and when to automate further.
How do auto-replies and catalogues close sales on WhatsApp?
Auto-replies answer instantly and point buyers to the catalogue; the catalogue shows products, prices and details without a long chat; quick replies handle the final questions; labels make sure nobody is forgotten. Each tool removes one reason a buyer stops replying.
A typical sale on WhatsApp Business follows six steps:
- The customer messages you from Instagram, your website, a flyer or a referral.
- The greeting message replies instantly, welcomes them, and links to your catalogue.
- The customer browses the catalogue, adds items to a cart and sends it as one message.
- You confirm the order with quick replies for delivery fees, timelines and payment details.
- You label the chat Awaiting payment, then Paid, then Delivered.
- You follow up with customers who went quiet, and invite happy buyers to reorder.
If you are closed when they message, the away message handles step 2 and tells them when you will reply.
The sections below set up each tool in order. If your WhatsApp Business account is not set up yet, start with How to Set Up WhatsApp Business in Nigeria: A Complete 2026 Guide.
How to write a WhatsApp Business greeting message that starts a sale
A greeting message is an automatic reply sent when a customer messages you for the first time, or after 14 days without activity in the chat (Green API). Use it to welcome the customer, set expectations, and send them straight to your catalogue.
To turn it on: go to Business tools > Greeting message, switch on Send greeting message, write your message, and choose who receives it.
A greeting message that sells does four things:
- Names your business, so the customer knows they reached the right number
- Says when you reply
- Points to the catalogue or price list
- Asks one simple question that moves the chat forward
Examples for Nigerian businesses:
Fashion store: "Welcome to Adaeze Fabrics! We reply 9am–7pm, Monday to Saturday. Browse our catalogue to see prices and sizes. Which fabric are you looking for today?"
Restaurant: "Hi, thanks for messaging Mama Nkechi's Kitchen. Today's menu and prices are in our catalogue. Are you ordering for delivery or pickup?"
Real estate agency: "Welcome to Prime Homes Lekki. Tell us your budget and preferred area, and we'll send matching listings. Are you looking to rent or buy?"
Skincare brand: "Hello and welcome! Our full range is in the catalogue. What's your main skin concern, so we can recommend the right products?"
Avoid: long paragraphs, more than one question, and generic lines like "How may we help you?" that make the customer do all the work.
How to write an away message that keeps leads warm
An away message is an automatic reply sent when you are unavailable. A good one tells the customer exactly when you will reply and gives them something useful to do in the meantime, so they do not go to a competitor.
To turn it on: go to Business tools > Away message, switch on Send away message, and choose a schedule. Outside of business hours follows the hours set in your business profile, so you only need to update one place when hours change.
A strong away message includes:
- When you will reply, with a specific time
- A link or pointer to your catalogue
- What the customer can send now so you can act fast in the morning
Examples:
Online store: "Thanks for your message! We're closed now and will reply from 9am tomorrow. Browse the catalogue and send your cart. We'll confirm availability and delivery first thing."
Restaurant: "Our kitchen is closed for today. We open at 11am. Send your order now and we'll confirm it as soon as we open."
Clinic: "We're currently closed. We reopen at 8am. To book, send your preferred day and time and we'll confirm. For emergencies, please go to the nearest hospital."
Law firm: "Our office is closed. We'll reply on the next working day. Please share a short summary of your enquiry, without confidential details, and we'll arrange a consultation."
Update the away message before public holidays such as Christmas, Sallah and Easter, so customers know when you return.
Which quick replies help close more sales?
Create quick replies for the questions that stand between a buyer and payment: price, delivery, timing, payment details, returns and location. Quick replies are saved messages you insert by typing "/" and a shortcut, so every staff member gives the same accurate answer in seconds.
To create them: go to Business tools > Quick replies, tap the add button, write the message, and give it a short shortcut.
Seven quick replies most sellers need:
/delivery: "Delivery within Lagos: ₦2,500, same or next day. Other states: ₦4,500–₦6,000, 2–4 working days. Delivery fee is paid with your order."
/pay: "Please pay to: [Account name], [Bank], [Account number]. Send a screenshot after payment and we'll confirm and dispatch."
/confirmed: "Payment received, thank you! Your order is being packed and will be dispatched [today/tomorrow]. We'll send tracking details."
/sizes: "Our sizes run from 8 to 18. Send your bust, waist and hip measurements and we'll recommend the right size."
/returns: "We accept exchanges within 3 days of delivery if the item is unused and in its original packaging. Delivery for exchanges is paid by the customer."
/location: "Our shop is at [address]. Open Monday to Saturday, 9am–7pm. Map: [link]."
/followup: "Hi [name], just checking in on the items you asked about. They're still available. Would you like us to reserve them for you?"
The figures above are placeholders: use your real prices and policies. Review quick replies monthly, especially delivery fees and bank details. Never change payment details by broadcast; customers should only trust account details given inside the chat.
How to build a WhatsApp Business catalogue that sells
A catalogue that sells answers the buyer's questions before they ask: clear photos, an exact price in naira, sizes or options, delivery information and a short benefit-led description. The WhatsApp Business app supports up to 500 catalogue items at no cost (unil.ink).
To add items: go to Business tools > Catalogue > Add new item. Add photos, a name, price, description, and optionally a link and item code. WhatsApp reviews items before they appear publicly (Rasayel).
Photos
- Use bright, natural light and a plain background
- Show the product from more than one angle
- Include a photo in use: the dress worn, the dish plated, the room furnished
- Keep the product centred so it is not cropped in the thumbnail
Names and prices
- Name items the way customers search: "Ankara Two-Piece Set, Blue" rather than "Item 12"
- Always show a price. Items without prices generate "How much?" messages and slow the sale
- Remove or hide out-of-stock items quickly
Descriptions
Write two or three short lines covering what it is, who it suits, sizes or options, and delivery.
Weak: "Blue dress."
Strong: "Blue chiffon midi dress, lined, sizes 8–16. Ideal for owambe and church. Ready to ship; Lagos delivery in 24 hours."
Collections
Group items into collections so customers find them faster: New arrivals, Best sellers, Under ₦20,000, Wedding guest, Lunch menu, 3-bedroom rentals.
Services can use catalogues too
A clinic can list consultation and test packages with prices. A law firm can list fixed-fee services such as tenancy agreement drafting or company registration support. A cleaning company can list packages by property size.
How to share your catalogue and take orders with carts
Share your catalogue link in your greeting message, Status and social profiles, and let customers order with WhatsApp's cart feature. With carts, customers browse your catalogue, select several items, and send the whole order to you as one message (Gulf News).
Ways to share the catalogue
- In the greeting and away messages, so every new customer sees it first
- Inside chats, by tapping the attachment icon and choosing Catalogue to send a single item or the full catalogue
- On WhatsApp Status, posting new items with a call to action
- On Instagram, TikTok and your website, using the catalogue link from the Catalogue screen
- With a QR code on packaging and flyers. See How to Create a WhatsApp Business Link and QR Code: 2026 Guide
How carts work for the customer
- The customer opens your catalogue from the chat or your profile.
- They tap Add to cart on each item they want and adjust quantities.
- They tap View cart, then send it to you as a message.
WhatsApp has stated that orders are not final until the seller confirms them (Mobile Marketing Magazine). That gives you a natural next step.
Confirm the order quickly
When a cart arrives, reply with three things in one message: confirmation of stock, the total including delivery, and payment details. Your /delivery and /pay quick replies make this a 30-second job. Then label the chat Awaiting payment.
Example: an Ibadan food vendor puts its weekly menu in a This Week collection. Customers send carts on Sunday evening. On Monday morning, staff confirm each cart, share payment details, and schedule deliveries by area.
How to use labels and follow-ups to close more sales
Label every chat by stage, check the Awaiting payment and Follow up labels every day, and send one polite reminder to buyers who went quiet. Many sales are lost not because the buyer said no, but because nobody followed up.
Set up a simple sales pipeline with labels
Create these labels in Business tools > Labels:
- New lead: asked a question, not yet ordered
- Cart sent: sent a cart, awaiting your confirmation
- Awaiting payment: order confirmed, payment pending
- Paid: payment received
- Delivered: order completed
- Follow up: went quiet, or asked you to check back later
A real estate agent can use stages that fit property sales instead: Enquiry, Inspection booked, Offer made, Deposit paid.
Follow up without being pushy
- Same day: if a buyer asked for prices but did not order, send your /followup quick reply a few hours later.
- Next day: for Awaiting payment, send a short reminder that the item is reserved until a stated time.
- After delivery: thank the customer, ask for a review or photo, and offer a reason to reorder.
- Stop after one or two reminders. Repeated messages lead to blocks and reports.
Bring buyers back
After a first purchase, invite customers to your WhatsApp Channel or Community for new arrivals and offers. See Communities on WhatsApp Business: How Nigerian Businesses Can Use Them (2026 Guide).
Review your labels weekly: how many chats became Paid, and where buyers dropped off. If many stall at Awaiting payment, simplify your payment instructions. If many stall at New lead, improve your catalogue prices and descriptions.
Common mistakes, and when to automate further
The biggest mistakes are hiding prices, writing long auto-replies, and letting the catalogue go out of date. Fix those before you consider paid automation.
Mistakes that cost sales:
- No prices in the catalogue. "DM for price" adds a step and invites comparison shopping.
- Long greeting messages. Customers skim. Keep it to three or four short lines.
- Out-of-date stock. Selling an item that is not available damages trust. Hide sold-out items immediately.
- Different answers from different staff. Use quick replies so prices and policies stay consistent.
- No follow-up. Check the Awaiting payment label daily.
- Messaging people who never contacted you. Unsolicited promotions lead to blocks and reports. See Why WhatsApp Business Numbers Get Banned, and How to Avoid It (2026).
When the free app is no longer enough:
The app's auto-replies cover the first message only; a person still handles everything after that. Consider the WhatsApp Business Platform (API) when:
- You want a chatbot or AI agent to answer product questions and take orders around the clock
- Your online store should send order confirmations and delivery updates automatically
- More than five people need to reply from the same number
- You need every chat and sale recorded in a CRM
The API charges per message, so weigh the cost first. See WhatsApp Business vs the API: Which One Does Your Nigerian Business Need? (2026) and WhatsApp Business API in Nigeria: Cost and Who Needs It (2026).
To bring more buyers into the chat in the first place, add a WhatsApp button to your site. See How to Link WhatsApp Business to Your Website: A Complete 2026 Guide.
Frequently asked questions
How do I set up an auto-reply on WhatsApp Business?
Go to Business tools, then Greeting message or Away message. Switch the message on, write your text, and choose who receives it and when.
When is the WhatsApp Business greeting message sent?
It is sent when a customer messages you for the first time, or when they message you after 14 days without activity in the chat.
Can WhatsApp Business reply automatically to every message?
No. The free app sends greeting and away messages automatically, but every other reply is sent by a person, using quick replies to save time. Full automation needs the WhatsApp Business Platform (API).
How many products can I add to a WhatsApp Business catalogue?
Up to 500 items, at no cost. Each item can have photos, a name, a price, a description, a link and an item code.
Can customers order directly from my WhatsApp catalogue?
Yes. Customers can add catalogue items to a cart and send the cart to you as one message. The order is confirmed when you reply.
Can customers pay inside WhatsApp in Nigeria?
The WhatsApp Business app does not process payments for Nigerian businesses by default. Most sellers confirm the cart in chat, then share bank transfer details or a payment link.
How do I share my WhatsApp catalogue?
Send it from the attachment menu inside a chat, add the catalogue link to your greeting message and social profiles, or post items on WhatsApp Status.
Why are my catalogue items not showing?
WhatsApp reviews catalogue items before they appear publicly. Items can also be hidden if they are marked out of stock or do not follow WhatsApp's commerce policies.
What quick replies should a WhatsApp seller create?
Start with delivery fees and timelines, payment details, order confirmation, sizes or options, returns, location and a polite follow-up message.
Can I use catalogues for services, not just products?
Yes. Clinics, law firms, salons and cleaning companies can list services or packages with prices and descriptions in the catalogue.
Make every chat a short path to payment
A greeting message that points to your catalogue, an away message that tells customers when you will reply, quick replies for every question that blocks a sale, a priced and well-photographed catalogue, and daily label checks together turn WhatsApp from a busy inbox into a sales process. All of it is free in the WhatsApp Business app.
Want your WhatsApp set up to sell? Pedicel Nigeria writes your auto-replies and quick replies, builds and photographs your catalogue, and sets up a label pipeline your team can follow. Book a free consultation
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