WhatsApp reply playbook

Select all and copy, or use the button.

## How to use

Replace every `[bracket]`. In WhatsApp Business → Business tools → Quick replies, add each one with the shortcut shown (type `/` in a chat to use it). Keep them short; people read on a phone, often on mobile data. Anything sent as a reply to a customer's message is free, on the app and on the Platform.

## Greeting message (automatic, new contacts)

> Hello, this is [Business name] in [suburb/town]. We sell [what you sell]. Open [days] [hours]. We take EcoCash, USD cash and [other]. Send us what you need and we will confirm price and availability within [X] minutes during hours.

## Away message (automatic, outside hours — and manual during load shedding)

> Thanks for your message. We are closed until [day/time]. Send your order here and we will confirm first thing. — [Business name]

> Power is off at the shop until about [time]. Orders sent here will be confirmed by [time]. Thank you for your patience.

## Quick replies

**/prices** — Our current price list (USD, with ZiG at the RBZ rate of [rate] on [date]) is attached. Prices valid to [date]. Tell us the item and quantity and we will confirm.

**/hours** — We are open [Mon–Fri hours], [Sat hours], closed [Sun/holidays]. Address: [landmark-based address].

**/where** — We are at [address], [landmark] — [map link]. Parking [where]. Ask for [name] at the counter.

**/pay** — Pay by EcoCash to merchant code [code] ([Business name]), USD cash at the counter, or [bank/ZIPIT/Paynow link]. Please send the confirmation screenshot here and we will release the order.

**/delivery** — We deliver in [areas] for [fee] (free over [amount]). Orders confirmed by [time] go out [same day / next morning]. Outside these areas we use [courier], paid by the customer.

**/stock** — Let me check that for you. Which item, and how many? [Then reply: "Yes, we have [n] in stock at [price]" or "Out of stock; expected [date]; we can reserve for you."]

**/photo** — Please send a photo of the item, part number or the old one, and the quantity. We will find the match and quote.

**/quote** — Thanks — your quote [number] is attached, valid [days] days, in USD and ZiG at [rate] ([date]). Reply YES to accept and we will confirm the collection or delivery time.

**/received** — Order received, thank you. [Items] × [qty] = [USD] (ZiG [amount]). We will confirm payment and let you know when it is ready / dispatched.

**/returns** — Returns within [days] with the receipt, unused and in original packaging. Warranty items: bring the item and the receipt; we log it with the supplier within [days].

**/account** — To open a business account we need: registered name, TIN, VAT number if registered, physical address, contact person, and two trade references. Send them here and we will set you up within [X] working days.

## Labels to create

New enquiry · Quote sent · Order confirmed · Paid · Dispatched · Follow up · Complaint (route to [name] within 15 minutes)

## Rules for the team

1. Every chat gets a first reply within [X] minutes during hours, even if it is "/stock — checking".
2. Complaints go to a person, never to a template.
3. Nobody is added to a broadcast list unless they asked. Numbers that get reported get restricted.
4. At close of business, count chats with no reply and write the number on the wall.