For Dewata Tech clients

Answer every ad chat the same way

Our ads and websites bring the chats in. This page is for the other half: answering and closing. Copy a template, save it as a Quick Reply in WhatsApp Business, then replace the parts in square brackets.

The three things that decide it

01
Reply within 15 minutes in opening hours
Every chat from an ad has already been paid for. A chat left waiting for hours is ad money sitting idle. Outside hours, the Away message says when you will reply.
02
Answer first, then ask one thing
Answer the question with a number, then ask for dates and party size. A price without dates cannot become a booking yet.
03
Label the serious chats
The Lead label for a chat that asks about dates or price, a payment label when the deposit arrives. Labels show up in Ads Manager, and after 10 labelled chats in 30 days the ads can be pointed at leads rather than just chats.

Reply templates

Nine messages that close almost every conversation. The shortcut on the right is what you type in WhatsApp Business to bring one up.

First reply
/sapa
Every new chat, before anything else.
Hi [name], thank you for contacting [villa name]. I'm [your name]. Which dates, and how many guests? I'll check availability now.
Price asked without dates
/harga
The guest asks the price but gives no dates.
Our rates start at IDR [rate] a night for [number] guests, depending on the dates. Send me your dates and I'll work out the total now.
Dates available
/kosong
The guest gave dates, and they are free.
For [check-in] to [check-out], [unit name] is available. It's IDR [rate] a night, so [number] nights come to IDR [total], including [breakfast / tax]. Shall I hold the dates until [time] today while you decide?
Dates full
/penuh
Do not stop at the word full: offer something else.
Sorry, [dates] are fully booked. Still open are [other dates] or [other unit], at IDR [rate] a night. Shall I hold one of them for you?
Locking the booking
/dp
The guest has agreed to the dates and the price.
To lock the dates, a [percent]% deposit or IDR [amount] to [account name / payment link]. Once it arrives, I'll send the booking confirmation and check-in details today.
Follow-up, day 1
/fu1
The guest has not replied since you sent the price.
Hi [name], I'm still holding [dates] for you until [time] today. Anything I can explain?
Follow-up, day 3
/fu3
Still no reply.
Hi [name], still planning your trip to [location] on [dates]? If the dates change, just send them and I'll check again.
Follow-up, day 7, the last one
/fu7
The closing message. Stop after this.
Hi [name], this is my last message about [dates], so I don't bother you. If you need a place to stay in [location] later, this chat stays open.
Outside opening hours
/away
Save it as the Away message, not a Quick Reply.
Thank you for contacting [villa name]. We reply from [time] Bali time. Send your dates and number of guests, so the answer is ready as soon as we open.

Never write "only one left" or "almost full" unless it is true. A guest pressured with a false claim does not come back, and the review says so.

Set it up once, about 10 minutes

1.Open WhatsApp Business, Business tools, then Quick replies. Save each template with its shortcut.
2.In Business tools, turn on the Away message for closed hours and paste the outside-hours template.
3.Use WhatsApp Business's built-in Lead and payment labels. Labels you create yourself may not show up in Ads Manager.

What we measure

Each fortnightly report period we send one test chat without notice to the number the ads point at, then write in the report how many minutes the reply took. One unanswered after 24 hours is recorded as unanswered. A test chat never counts as an enquiry.

The split is written into the contract: we bring the chats and keep them serious, you answer and close the booking. A guest's chat that goes unanswered still counts as an enquiry.