Why is my WhatsApp Business greeting or away message not working?
Updated 30 September 2026
Usually one of four things: Meta Business Agent is connected, your Recipients setting leaves the customer out, the customer chatted with you in the last 14 days (greeting only), or the phone has no internet.
- Greeting and away messages switch off when Meta Business Agent is connected. Delete it to use them again.
- A greeting goes only to a customer's first message, or after 14 days without chatting. A recent customer will not get it.
- Check Recipients. “Only send to” or “Everyone except” can exclude the customer you are testing with.
- An away message set to “Outside of business hours” works only if you have set business hours in your business profile.
- Both need a phone with an active internet connection. Try switching the message off and on, updating the app and restarting the phone.
Answer first messages automatically
Menuthere runs your own WhatsApp bot on your number: a customer who sends “Hi” gets an Order Now button that opens your menu, so the first reply doesn't depend on the Business app's greeting setting.
Next questions
Sources (3)
- How to use greeting messages, WhatsApp Help Center, read 30 September 2026
- How to use away messages, WhatsApp Help Center, read 30 September 2026
- About using Meta Business Agent to chat with customers, WhatsApp Help Center, read 30 September 2026
