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· 2 min read
How to stop answering the same WhatsApp question twenty times a day
"Do you deliver to Lekki?" "How much is the party pack?" "Are you open on Sunday?"
If you sell on WhatsApp, you've typed these so many times your thumbs know them by heart. Each one only takes a minute. But twenty of them a day is most of an hour, and that hour comes out of the time you'd spend on the customer with a real problem.
Why the same questions keep coming
Customers don't read your bio, your highlights or your price list. Not because they're careless, but because asking you is faster than looking. A question on WhatsApp feels like talking to a person, and that's exactly why they chose to message you.
So the questions won't stop. What you can change is how long each answer takes you.
Write the answer once
A saved reply is an answer you write once and drop into any chat. In Frictionless, you type / in the reply box, pick the answer, and send it. It works the same on WhatsApp, X and your website chat, and every plan includes it.
Because the whole team shares the same saved replies, every customer gets the same correct answer, whoever happens to reply.
Five replies every shop needs
Start with these. You'll know within a week which others to add.
- Delivery: where you deliver, how long it takes, and what it costs.
- Prices: this week's prices, or a link to where they always are.
- Opening hours: including holidays, and when you reply to messages.
- Payment: how to pay, your account details, and what to send once they've paid.
- Late orders: what to do if an order hasn't arrived, and who to talk to.
Keep it sounding like you
The risk with saved replies is sounding like a bot. Customers notice, and a reply that feels copied makes them feel like a ticket number.
Keep each reply short enough to read on a phone without scrolling. If an answer needs more than a few lines, it's probably two replies.
What changes after a week
Count how many of your replies were saved replies. For most shops, it's more than half. That's the hour you get back: for the customer whose order went missing, for the one deciding between you and someone else, and for the replies that only you can write.
Start a free trial and set up your first five saved replies in ten minutes.