Facebook Messenger away message templates

A good Messenger away message says when your team is back and still helps with what the customer can get now. Say when someone will reply, give the answer to the common questions (order status, delivery, returns) or a way to get it, and tell the customer they don’t need to write again. Below are 10 templates to copy. With AeroChat, the away message is rarely needed, because it answers the question itself after hours from your store data.

Messenger rules to know before you send

The 24-hour window. You can reply freely within 24 hours of the customer’s last message, and those replies may include offers.
After 24 hours, only approved message types. Meta allows specific options outside the window, such as a reply from a person on your team within a separate 7-day period, approved message tags and utility messages. Using a tag outside its approved use can restrict your Page’s messaging.
Ads give you longer. When the customer’s first message comes from a click-to-Messenger ad, the window can last up to 7 days. See click-to-Messenger ads.

Messenger rules from Meta’s Messenger Platform policy overview, checked 11 November 2026.

10 Messenger away message templates to copy

Replace the words in double curly brackets with your own details. Keep each one short enough to read in a phone notification.

1. Simple after-hours reply

When to use it: every evening, when nobody is at the desk.

Hi {{customer_name}}, thanks for your message. Our team is offline right now and back at {{reopen_time}}. We'll reply here first thing. You don't need to send it again.

2. After hours, with order help

When to use it: when most evening messages are about orders.

Hi {{customer_name}}, we're closed for the night and back at {{reopen_time}}. If you're asking about an order, send your order number and the email you used, and we'll have the answer ready when we open.

3. Weekend

When to use it: Friday evening to Monday morning.

Hi {{customer_name}}, thanks for getting in touch. Our team is away for the weekend and back on {{reopen_day}} at {{reopen_time}}. Orders placed over the weekend still ship on {{dispatch_day}}.

4. Public holiday

When to use it: a day the team is off and couriers may be slower.

Hi {{customer_name}}, we're closed today for {{holiday_name}} and back on {{reopen_day}}. Orders placed today ship on {{dispatch_day}}. We'll reply to your message as soon as we're back.

5. Busy during a sale

When to use it: a launch or sale day when replies are slower.

Hi {{customer_name}}, it's a busy day with our {{sale_name}} and replies are taking a little longer. We'll get to your message within {{reply_time}}. The sale prices are on our shop page until {{sale_end}}.

6. Team on a break

When to use it: a short break in the day.

Hi {{customer_name}}, we're on a short break and back at {{reopen_time}}. We'll reply to you here.

7. Away with a delivery FAQ

When to use it: when delivery time is the top question.

Hi {{customer_name}}, our team is offline until {{reopen_time}}. A quick answer in the meantime: orders ship within {{dispatch_days}} working days and delivery takes {{delivery_days}} days to most addresses. We'll reply to anything else when we're back.

8. Away with returns help

When to use it: after a sale, when return questions come in.

Hi {{customer_name}}, we're offline right now and back at {{reopen_time}}. If you'd like to return something, you have {{return_days}} days from delivery. Send your order number and what you'd like to return, and we'll take it from there.

9. Holiday shipping cut-off

When to use it: in the weeks before a gift holiday.

Hi {{customer_name}}, our team is away until {{reopen_time}}. The last day to order for delivery before {{holiday_name}} is {{cutoff_date}}. We'll reply to your message as soon as we're back.

10. Store closed for a period

When to use it: a stock-take, a move or a long holiday.

Hi {{customer_name}}, our store is closed from {{close_date}} to {{reopen_date}}. Orders placed now ship from {{dispatch_date}}. We'll answer every message when we reopen.

Tips for writing your own

Give the real time you’re back, with the time zone if you sell abroad.
Answer the most common question inside the message, so the customer doesn’t wait for it.
Tell the customer they don’t need to write again. Repeat messages pile up overnight.

Send these automatically with AeroChat

AeroChat replies on your Facebook Page’s Messenger at any hour. So instead of only saying you’re away, it answers the question. It reads the order from your store after checking who the customer is, gives delivery and return answers from your policies, and keeps the away template for the cases it hands to your team.

Template	What triggers it	Filled from
After-hours reply (1, 2)	A message arrives outside your opening hours and needs a person, such as a complaint or a custom request.	Your opening hours and the customer’s name from Messenger.
Weekend, public holiday, store closed (3, 4, 10)	A message arrives on a day you set as closed.	Your closed dates and dispatch days.
Away with order, delivery or returns help (2, 7, 8)	Rarely needed. AeroChat answers these questions itself.	Orders, shipping rates and policies from your store platform, such as Shopify.
Busy during a sale, holiday cut-off (5, 9)	Dates you set for a sale or a shipping cut-off.	Your sale and cut-off dates.

Customer, on Messenger at 11pm: Hi, where’s my order? It’s #4417. (example)

AeroChat: Hi Dana. To keep your order safe, what email did you use at checkout?

Customer: dana@example.com

AeroChat: Thanks. Order #4417 shipped today with UPS (example) and should arrive on Thursday. Here’s your tracking link: [tracking link].

Behind the reply: AeroChat checked the email against the order in Shopify before sharing anything. No away message was needed.

Copy this into AeroChat

Our opening hours are 9am to 6pm, Monday to Friday (example). Outside those hours, answer order status, delivery, stock and return questions as usual from our store. If the customer needs a person, such as a complaint, a custom order or a refund over US$100 (example), reply with our away message: say our team is back at 9am, that they don’t need to write again, and pass the conversation to our team with a short summary. Reply in the customer’s language.

Change the hours, the refund limit and the cases for your team before you paste it.

Questions

How long should a Messenger away message be?

Two or three short sentences. Say when you’re back, answer the most common question if you can, and tell the customer they don’t need to write again.

Can I reply the next morning?

Yes, if it’s within 24 hours of the customer’s last message. After that, Meta allows only specific message types, such as a reply from a person on your team within a separate 7-day period.

Does AeroChat send an away message to every customer?

No. It answers the questions it can from your store and policies at any hour, and sends the away message only when it passes the conversation to your team.

Answer Messenger at any hour, from your store data

Connect your Facebook Page and your store, paste the recipe, and AeroChat answers Messenger after hours instead of only saying you’re away. Start your 7-day free trial. No credit card needed. See plans on the pricing page.

Start your 7-day free trial

On Shopify? Install AeroChat from the Shopify App Store.