The first conversation from a click-to-WhatsApp ad should pick up exactly where the ad left off. Set a welcome message and prefilled text that name the product, then train agents on three moves: answer the ad's question, ask one thing that decides the right product, and send a Shopify link with the right variant selected. Test it from a phone before you spend.
The ad gets the tap. The first three messages decide whether you get an order or a "thanks, I'll think about it."
Why the first conversation needs its own plan
A shopper who taps "Send message" on an ad is curious right now. They don't know your return policy, they haven't seen your size chart, and they may not remember which of your three ads they saw. Your agent, meanwhile, sees a "Hi" from a number with no order history.
Our click-to-WhatsApp ads setup guide covers building the ad in Ads Manager and general reply scripts. This guide zooms in on the first exchange: what the customer sees on tap, and what your team says in the next few minutes.
Set the welcome message, prefilled text and quick replies
Meta supports welcome message sequences for click-to-WhatsApp ads. A sequence can include:
- Welcome text the customer sees when the chat opens.
- A prefilled message they can send with one tap.
- FAQ-style quick replies (Meta calls them ice breakers) they can tap instead of typing.
Here's how I'd fill those in for a running-shoe ad that says "Not sure about your size? Ask us on WhatsApp":
Welcome text: Hi! You're chatting with Stride Lab. Tell us which shoe you saw and your usual size, and we'll help you pick the right fit.
Prefilled message: Hi, I saw your ad for the Tempo Runner. Can you help me with sizing?
Quick replies: Help with sizing / Delivery time to my city / Is cash on delivery available?
Name the product in the prefilled text. When a chat starts from an ad, Meta also passes referral details (the ad ID and headline among them) to the connected app, but not every inbox shows them. The prefilled line works everywhere.
The first three agent messages, by ad type
Write these before launch and save them as canned replies. Then personalise each one. Here are three common ad types.
Sizing ad (fashion, shoes)
Happy to help, Omar! The Tempo Runner fits true to size but slightly narrow. What size do you wear in Nike or Adidas?
