Instagram away message templates

A good Instagram away message says when your team is back and gives the customer something useful now. Keep it to two or three lines, answer the most common question if you can, and tell the customer they don’t need to send it again. Below are 10 templates to copy. AeroChat answers most DMs after hours itself, from your catalog, orders and policies, so the away message is kept for the ones that need a person.

Instagram rules to know before you send

The customer messages first. A business account can only message someone after they have sent it a message. There are no cold DMs on Instagram.
The 24-hour window. Replies go out within 24 hours of the customer’s last message. A reply from a person on your team can use a separate 7-day window.
Ads give you longer. When the first message comes from a click-to-Instagram ad, the window can extend to 7 days. See click-to-Instagram ads.

Instagram rules from Meta’s Instagram messaging API documentation, checked 11 November 2026.

10 Instagram away message templates to copy

Replace the words in double curly brackets with your own details. Instagram DMs are read on a phone, so keep them short.

1. Simple after-hours reply

When to use it: every evening.

Hi {{customer_name}}, thanks for your DM. Our team is offline and back at {{reopen_time}}. We'll reply here. No need to send it again.

2. After hours, product question

When to use it: when most night DMs ask about a product.

Hi {{customer_name}}, we're offline until {{reopen_time}}. Tell us which product you're asking about, or send a screenshot of the post, and we'll have the answer ready.

3. After hours, order question

When to use it: when customers ask about an order.

Hi {{customer_name}}, our team is back at {{reopen_time}}. If it's about an order, send your order number and the email you used, and we'll check it first thing.

4. Weekend

When to use it: Friday evening to Monday.

Hi {{customer_name}}, we're away for the weekend and back on {{reopen_day}}. Orders placed now ship on {{dispatch_day}}. We'll reply to your DM as soon as we're back.

5. Story reply after hours

When to use it: when someone replies to your story at night.

Thanks for replying to our story, {{customer_name}}! Our team is offline until {{reopen_time}}. Tell us what caught your eye and we'll send the details.

6. Busy during a drop

When to use it: a product launch or a sale day.

Hi {{customer_name}}, it's a busy one with our {{drop_name}} today, so replies are a little slower. We'll get back to you within {{reply_time}}.

7. Public holiday

When to use it: a day the team is off.

Hi {{customer_name}}, we're closed today for {{holiday_name}} and back on {{reopen_day}}. Orders placed today ship on {{dispatch_day}}.

8. Away with delivery info

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

Hi {{customer_name}}, we're offline until {{reopen_time}}. Quick answer: we ship within {{dispatch_days}} working days and delivery takes {{delivery_days}} days. We'll reply to anything else when we're back.

9. Collaboration requests

When to use it: when creators and brands DM you.

Hi {{customer_name}}, thanks for reaching out. Our team is offline until {{reopen_time}}. For collaborations, tell us about your page and what you have in mind, and we'll reply when we're back.

10. Store closed for a period

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

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

Tips for writing your own

Reply to story replies and comments in DMs too. They count as a first message.
Ask for a screenshot of the post. It’s the fastest way to know which product they mean.
Your next-morning reply must go out within 24 hours of the customer’s last message.

Send these automatically with AeroChat

AeroChat replies to Instagram DMs at any hour. It matches the product the customer means, checks stock and price in your store, reads their order after confirming who they are, and only sends the away message when the conversation needs your team.

Template	What triggers it	Filled from
After hours, weekend, holiday, closed (1, 4, 7, 10)	A DM that needs a person arrives outside your opening hours or on a closed day.	Your opening hours and closed dates.
Product or order question (2, 3, 8)	Rarely needed. AeroChat answers these itself.	Your catalog, orders and shipping rates from your store platform, such as Shopify.
Story reply after hours (5)	A reply to your story outside opening hours.	The story the customer replied to.
Busy drop, collaboration requests (6, 9)	Dates you set, or a DM about a collaboration.	Your launch dates. Collaboration DMs go to your team.

Copy this into AeroChat

Our team works 10am to 7pm, Monday to Saturday (example). At any hour, answer DMs about products, stock, price, delivery and orders from our store. Ask for a screenshot if you can’t tell which product they mean. If the DM needs a person, such as a complaint, a collaboration request or a custom order, reply with our away message, say we’re back at 10am, and pass the conversation to our team with a short summary. Reply in the customer’s language.

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

Questions

Can I reply to a DM the next day?

Yes, within 24 hours of the customer’s last message. A reply from a person on your team can use a separate 7-day window.

Does Instagram have its own away message?

This page covers the wording. AeroChat replies through Meta’s Instagram messaging API, so it can answer the question itself instead of only saying you’re away.

Can AeroChat tell which product the customer means?

Yes, when they name it or send a screenshot of the post. If it can’t tell, it asks.

Answer Instagram DMs from your store data

Connect your Instagram professional account and your store, paste the recipe, and AeroChat answers DMs after hours. 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.