WhatsApp and SMS Reply Templates: 15 Ready Messages

WhatsApp and SMS reply templates are ready-made, editable versions of the messages your business sends most often: a first greeting, an after-hours reply, booking confirmations and reminders, order and shipping updates, complaint replies and a closing message. On top of those, this pack includes location details, a price enquiry reply, a KVKK privacy notice, a review request, a holiday greeting and a reply to Trendyol or Hepsiburada questions, 15 messages in all. For phone announcements, see the greeting and after-hours announcements pack; for getting back to missed calls, see the missed call callback scripts.

The texts are written for written channels, so digits and abbreviations are fine. Fill in the fields in square brackets, such as [Customer name], [Date] and [Time], with your own details. Texts that may go out as SMS are kept short: a single SMS holds 160 characters, special characters such as Turkish letters can lower that limit depending on the encoding, and the length changes once placeholders are filled in. Check with your SMS provider's character counter before sending. If you use the WhatsApp Business Platform, messages your business starts more than 24 hours after the customer's last message need an approved message template, so have reminder and notification texts approved as templates in advance.

In Speakline, SMS, WhatsApp, Telegram and Messenger messages are collected in one inbox together with Trendyol and Hepsiburada customer questions (messaging channels); you can use these texts as your team's saved replies or add them to the AI agent's knowledge base as example answers. We explain how a single inbox works in the omnichannel inbox entry and in our article on WhatsApp and phone in one inbox. In Turkey, messages that contain promotions, campaigns or greetings that promote your business can count as commercial electronic messages; only send them to people with consent registered in İYS, and include opt-out information. Which messages fall into that category depends on the situation, so ask a legal adviser when you are unsure.

Greeting: automatic first reply

Hi, thanks for your message to [Business name]. How can we help? You can write to us about bookings, orders or anything else, and our team will reply as soon as possible.

An automatic first reply confirms straight away that the message has arrived. If an AI agent answers, replace "our team will reply" with "I can help you right away" and add how to reach a person.

After-hours reply

Hi, thanks for your message. We're currently closed. Our opening hours are [Opening days] [Opening time]-[Closing time]. We'll reply [Reply time].

Give a realistic reply time, such as "before noon on the next working day". It is short enough to use as an SMS as well.

Booking confirmation

[Business name]: Your appointment on [Date] at [Time] is booked. Address: [Short address]. To make changes, reply to this message or call [Phone].

Short enough for SMS. If your SMS number can't receive replies, remove "reply to this message" and leave only the phone number.

Booking reminder

[Business name]: A reminder of your appointment tomorrow at [Time]. If you can't make it, please let us know on [Phone] or by replying to this message.

For clinics, leave the treatment or procedure name out of the message; someone else may see the phone screen. For spoken reminders, see the appointment reminder call scripts pack.

Cancellation and rebooking

Hi [Customer name], your appointment on [Date] at [Time] has been cancelled. To rebook, just reply with a day and time that suits you, and we'll suggest the nearest free slot.

It confirms the cancellation while leaving the door open to rebooking. If you have a condition such as a no-show fee, explain it in a separate message written by a member of staff, not in this one.

Location and opening hours

[Business name] address: [Full address]. Map: [Map link]. Opening hours: weekdays [Weekday hours], weekends [Weekend hours]. Parking: [Parking information]

Keep the map link short; long links use up an SMS's character limit quickly. On WhatsApp, you can also send your location as a separate location message.

Price enquiry reply

Hi, thanks for your interest. Our current price for [Service name] is [Approved price]. The exact amount is confirmed once [Details that affect the price] are clear. If you send us a time that suits you, our team will call you with personalised information.

If you don't have an approved, current price, remove the first two sentences and keep only the offer to call; quoting an estimated price leads to disputes.

Order status

Hi [Customer name], your order [Order number] is currently [Order status]. Estimated delivery: [Estimated date]. If you have any questions, just reply to this message.

Describe the order status in words the customer understands, such as "being prepared" or "shipped", rather than your system's internal stage names.

Shipping update

[Business name]: Your order [Order number] has been shipped with [Carrier]. Tracking no: [Tracking number]. Track: [Tracking link]

Short enough for SMS. If the tracking link is long, use the carrier's short link or just the tracking number.

Complaint reply and handover

Hi [Customer name], we're sorry about the problem you've had, and thank you for letting us know. We've passed it to our [Responsible team] team, and they'll get back to you [Reply time]. If you have an order number or a photo, you can share it here.

An automatic reply to a complaint is only an acknowledgement; don't promise a fix, and hand the matter to a member of staff. If an AI agent answers messages, set it up to pass messages containing complaints to the team.

Short KVKK privacy notice

Your personal data is processed by [Company name] to respond to your request. For details and your rights, see our privacy notice: [Privacy notice link]

You can add it to the end of the automatic first reply. If an AI answers messages, say so as well; describe the purposes as they really are, and have your legal adviser review whether the text is sufficient. More detail is in our KVKK guide for AI phone assistants.

Review request

Hi [Customer name], thank you for choosing us today. If you'd like to rate your experience, you can leave a review here: [Review link]. Your feedback means a lot to us.

Depending on its content and context, a review request can count as a commercial message in Turkey; ask a legal adviser before sending it in bulk to people who haven't given consent. Don't offer discounts or gifts in exchange for reviews; many review platforms don't allow it.

Holiday greeting

Warmest wishes from all of us at [Business name] for [Holiday name]. We hope you have a happy and peaceful holiday with your loved ones. [Opt-out information]

A greeting that promotes your business can count as a commercial electronic message in Turkey; only send it to people with consent in İYS, fill [Opt-out information] with the free opt-out method your provider gives you, and don't add a campaign to the message. For phone announcements, see the holiday announcements pack.

Marketplace question reply: Trendyol and Hepsiburada

Hi, thank you for your question. About [Product name]: [Approved answer to the question]. Our products are shipped within [Dispatch time]. If you have any other questions, feel free to ask here. Happy shopping!

Marketplace rules generally don't allow phone numbers, web addresses or redirects to other channels in answers to customer questions; check the current rules in your seller panel. In Speakline, Trendyol and Hepsiburada questions arrive in the same inbox as your other messages.

Closing and thank you

We're glad we could help. If you have any other questions, you can always reach us in this chat. Have a great day! [Business name]

The closing message signals that the conversation is finished; you can send it when you close the conversation in your inbox. If the customer asks something new afterwards, reopen the conversation.