How to Set Up WhatsApp Default Response Configuration

This guide will walk you through the complete process of setting up your WhatsApp Default Response Configuration. This is a mandatory setup that ensures your business can automatically respond to customer-initiated conversations.

Prerequisites:

• Active WhatsApp Business Account
• WABA connection already configured in your account
• Access to WhatsApp plugin in your user panel

Step 1: Access Default Response Configuration

1. Log in to your SMS Gateway Center user panel
2. Navigate to WhatsApp plugin from the main menu
3. Click on Default Response Configuration
4. You’ll see two options:
   • Add – To create a new configuration
   • Manage – To view and manage existing configurations

Step 2: Select WABA Number

1. Click on Add button or navigate to the create page
2. In the WABA Number dropdown, select the WhatsApp Business Account number for which you want to configure the default response
3. Important: You can only select WABA numbers that belong to your account
4. If you don’t see any WABA numbers, ensure your WhatsApp connections are properly configured

Step 3: Choose Default Message Type

1. In the Default Message Type dropdown, select the type of message you want to send as default response
2. Available message types include:
   • Normal Text – Simple text message
   • Media (Image/Video/Document/Audio) – Rich media messages
   • Buttons – Interactive button messages
   • List – Interactive list messages
   • Location – Location sharing
   • And more message types based on your plan
3. Note: Interactive List and Talk to Agent options are not available for default responses

Step 4: Configure Message Content

1. After selecting the message type, relevant fields will appear based on your selection
2. Fill in all required fields:
   • For Text Messages: Enter your message content
   • For Media Messages: Upload image/video/document and add caption
   • For Buttons: Add button text and payloads
   • For Lists: Configure list items and sections
   • Use the Placeholder Name Card feature to personalize messages
3. Use the Preview Panel on the right side to see how your message will appear to customers
4. The preview updates in real-time as you make changes

Step 5: Configure Optional Webhook (Optional)

1. In the Default Message Webhook field, enter your webhook URL (optional)
2. Format: https://example.com/myscript/
3. This webhook will be triggered when the default response is sent
4. Use webhooks to:
   • Log default response events
   • Trigger additional business logic
   • Integrate with CRM systems
   • Track customer interactions

Step 6: View Sample Messages (Optional)

1. Click the View Sample button to see example default response messages
2. Review the sample content to get ideas for your own messages
3. You can copy sample content using the copy icon

Step 7: Save Configuration

1. Review all your settings in the preview panel
2. Click Save Changes button
3. Wait for the success confirmation message
4. You’ll be redirected to the Manage page where you can see your configuration

Step 8: Verify Configuration

1. Navigate to Manage page
2. Your new default response configuration should appear in the list
3. The table shows:
   • ID: Configuration ID
   • WABA Number: Selected WABA number
   • Default Message Type: Type of message configured
   • Default Message: Preview of the message content
   • Action: Edit or Delete options

Best Practices:

1. Keep Messages Clear and Concise: Default responses should be brief and informative
2. Use Professional Tone: Maintain a professional yet friendly tone
3. Include Next Steps: Guide customers on what to do next
4. Test Before Going Live: Use the preview feature extensively
5. Update Regularly: Keep default responses relevant and updated
6. Monitor Performance: Track how customers interact with default responses

Common Issues and Solutions:

Issue: “No Waba connections found” error

• Solution: Ensure your WhatsApp connections are properly configured in the Connections section

Issue: “Selected Waba Number does not belong to you”

• Solution: Verify you’re selecting a WABA number from your own account

Issue: Message type fields not appearing

• Solution: Ensure JavaScript is enabled and page is fully loaded

Issue: Preview not updating

• Solution: Clear browser cache and refresh the page

Next Steps:

After setting up your default response, learn about managing and updating configurations in our “Managing Default Response Configurations” guide.