WhatsApp away message templates

A good WhatsApp away message tells the customer when your team is back and what they can still get done right now. Below are 10 away messages to copy for after hours, weekends, public holidays and sale peaks. With AeroChat connected, the away message can also say that order status, stock and delivery questions are answered straight away, because AeroChat reads them from your store.

What an away message should do

A customer who messages at night wants one of two things: an answer now, or a clear time when they will get one. An away message that only says “we are closed” gives neither.

Keep it short. Say when your team is back, in the customer’s time zone if you sell abroad. Then say what the customer can do now. If AeroChat is answering, list the things it can handle, such as tracking an order or checking stock, so the customer asks straight away instead of waiting.

The WhatsApp rules that apply

These messages are replies. The customer writes first, so you are inside WhatsApp’s 24-hour customer service window and can send them as normal free-text messages. No approved template is needed. If you want to message a customer after the window has closed, a business-initiated message needs an approved template, either utility or marketing. See the WhatsApp message templates guide and the glossary entry on WhatsApp message templates.

10 WhatsApp away message templates to copy

Copy a template, change the wording to match how your store talks, and keep the variables in double curly brackets. AeroChat fills them from your store data when it sends the message.

1. After hours, with instant help

Use when your team has gone home but AeroChat is still answering from your store data.

Hi {{customer_name}}, thanks for messaging {{store_name}}.
Our team is offline until {{opening_time}}, but I can help you right now with order tracking, stock, sizes and delivery costs.
What can I help you with?

2. After hours, simple

Use when you want a plain promise of a reply time.

Hi {{customer_name}}, thanks for your message.
Our team is away right now and back at {{opening_time}} on {{opening_day}}.
Leave your question here and we will reply as soon as we are back.

3. Weekend

Use on Saturdays and Sundays if your team does not work weekends.

Hi {{customer_name}}, thanks for messaging {{store_name}}.
Our team is off for the weekend and back on Monday at {{opening_time}}.
Orders placed this weekend still ship in the usual order. I can check stock or track an order for you now if that helps.

4. Public holiday

Use on public holidays, with the day you reopen.

Hi {{customer_name}}, our team is away for {{holiday_name}} and back on {{reopen_date}}.
Orders placed during the holiday ship from {{dispatch_date}}.
You can still ask me about stock, prices and delivery here and I will answer now.

5. Busy sale day

Use during a big sale when your team is replying more slowly than usual.

Hi {{customer_name}}, thanks for your message. It's a busy sale day, so our team is replying more slowly than usual.
I can answer stock, sizes, delivery and order status right now.
For anything else, our team will reply by {{reply_by_time}}.

6. Team on a break

Use for a short gap during the day, such as lunch.

Hi {{customer_name}}, our team is on a short break and back at {{back_time}}.
If you want to track an order or check a product, just ask and I will answer now.

7. Warehouse closed

Use when chat is open but dispatch is paused.

Hi {{customer_name}}, thanks for messaging {{store_name}}.
Our warehouse is closed until {{reopen_date}}, so new orders ship from then.
You can still order today and I can answer any questions about products and delivery here.

8. Holiday shutdown with order cutoff

Use before a longer break, so customers know the last day to order for delivery before it.

Hi {{customer_name}}, {{store_name}} is closed from {{close_date}} to {{reopen_date}}.
The last day to order for dispatch before the break is {{cutoff_date}}.
Orders after that ship from {{reopen_date}}. Ask me anything about products or delivery and I will answer now.

9. Customer in another time zone

Use when you sell abroad and want to give the reply time in the customer’s terms.

Hi {{customer_name}}, thanks for your message.
Our team works {{opening_hours}} {{store_time_zone}}, so a person will reply within {{reply_window}}.
I can help with orders, stock and shipping to {{customer_country}} right now.

10. Request needs a person

Use when the customer asks for something only your team can approve outside hours, such as a custom order.

Thanks {{customer_name}}. A custom order needs our team to check it, and they are back at {{opening_time}}.
I've passed on your request with the details you shared, so you won't need to repeat anything. You'll get the reply in this chat.

Send these automatically with AeroChat

AeroChat replies the moment the message arrives. It checks your opening hours, picks the right away message and fills it from your settings and your store platform, such as Shopify, WooCommerce or Wix. It then keeps going in the same chat:

After hours, weekends and holidays: the opening time, holiday name and reopen date come from the hours and closures you set.
Order questions: AeroChat verifies the customer’s email or phone and reads the order status and tracking from your store.
Stock and product questions: AeroChat checks live stock, sizes and prices in your store catalog.
Requests that need a person: AeroChat collects the details and passes the conversation to your team for the morning, so the customer doesn’t repeat themselves.

Most after-hours questions are about orders, stock and delivery, so most customers get their answer before your team is back. See WhatsApp after-hours replies and after-hours customer service for online stores.

Questions

Do I need an approved template for an away message?

No. An away message is a reply to a message the customer just sent, so it falls inside WhatsApp’s 24-hour customer service window and goes out as a normal message.

Should the away message promise a reply time?

Yes. Give a time you can keep, such as your opening time. If AeroChat is answering, say what the customer can get done now, so they don’t wait for something AeroChat can answer straight away.

Can the away message change by day?

Yes. AeroChat checks your opening hours and closures each time a message arrives, so the weekend, holiday and after-hours versions go out on the right days.

What happens to questions AeroChat can’t answer?

AeroChat collects the details and hands the conversation to your team in the shared inbox. Your team picks it up when they are back, with the full chat in front of them.

Keep answering while your team is away

Connect your WhatsApp number and your store, set your opening hours, and AeroChat answers order, stock and delivery questions any time of day. Start your 7-day free trial. No credit card needed.

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