WhatsApp Saved Replies for Reps: The First Message and the Missed-Call Message

What is a saved reply, and what does it do?

On the call card for a lead, next to Call, there is a WhatsApp button. Tapping it opens a link of the form wa.me/<number>?text=<message>. WhatsApp's own help page describes this as a click-to-chat link: the number is in full international format, and the text after ?text= is a prefilled message that appears in the chat's text box. The rep's phone opens WhatsApp on the right chat with the words already typed. The rep reads it, changes a word if they like, and presses send.

That is the whole mechanism, and it shapes what you can promise. The message leaves from the rep's own WhatsApp, in their own chat, under their own number. MAJ Leads records that the rep tapped WhatsApp on that lead, so the tap counts as an attempt on the timeline. It cannot see what the rep sent or what the lead answered. This is different from the template reply to a new lead from a connected business number, which our guide to a reply within two minutes covers.

Which message opens, and when?

The three defaults read, in substance: a thanks-for-your-enquiry greeting that asks if now is a good time to talk, a "sorry I missed you, when suits you for a quick call?" message, and a "sharing the details you asked for" message. Anything in curly brackets as {name} is replaced by the lead's first name, or by "there" when the lead has none, so a lead typed in as a company still gets a sentence that reads properly.

What should each saved reply say?

A reply earns its slot by saving a rep from typing something they would type 30 times a week. Three rules help:

1. Say who you are and why you are writing. A lead who sees only "Hi Omar" from an unknown number may not link it to the enquiry. Name the business and what they asked about.
2. Ask one easy question. "Is now a good time to talk?" gets an answer. A paragraph of options does not.
3. Write for the missed call as a person would. It should say you tried, and give the lead a way to pick the time. It is the message a lead is most likely to read on the way to a meeting, so keep it under two lines.

A workspace has one list, not one per language. If your leads write in Arabic, Hindi or Urdu as well as English, keep the replies short and plain, and let the rep change the opening word before sending. The rep screens themselves can be in Urdu, Arabic or Hindi (see our guide on rep screens in three languages), but the saved text is what you type.

How many replies can a workspace keep, and who edits them?

The numbers are on our pricing page. Each reply can be up to 300 characters, and storage stops at 30 replies even on the unlimited plan. Every member of the team can use the replies, but only someone with the WhatsApp management permission can edit them. If a workspace moves to a smaller plan, the extra replies are paused, not deleted, and come back on an upgrade.

What is this not?

It is not a broadcast tool and it is not an automatic reply. One rep, one lead, one message the rep chose to send. That makes it a very different thing from a business-account message, which is bound by Meta's template, opt-in and pricing rules (our guide to WhatsApp opt-in sets them out). It is still contact with a person, so the same common sense applies: write to people who enquired, stop when they ask you to, and log the result so the next rep knows. Whether a given message is a marketing message under UAE rules is a question for your lawyer.

Where does this leave your reps?

Two or three good messages, one tap to open them, and a tap that is logged on the lead. See how it works, and our guide to wa.me links for inbound leads for the same link used in the other direction.