Customers do not wait anymore.
A 2025 HubSpot study found that 82% of consumers expect a response within 10 minutes of contacting a business. If you are asleep, at lunch, or celebrating Hari Raya, that expectation does not disappear.
WhatsApp away messages bridge the gap. They acknowledge the customer's message instantly, set expectations for when a real reply is coming, and — when done well — can even answer common questions or direct customers to self-service options.
This guide gives you 30+ copy-paste templates organised by scenario, plus setup instructions and the mistakes that make away messages backfire.
What Is a WhatsApp Away Message?
A WhatsApp away message is an automated reply sent to customers who message your business during times when you cannot respond personally, reducing customer abandonment by up to 35% according to Zendesk's 2025 Customer Experience Report. It works as your digital receptionist — acknowledging the message and setting expectations.
WhatsApp Business (the free app) has a built-in away message feature. WhatsApp Business API (for larger businesses) allows more sophisticated auto-replies with conditions, menus, and AI-powered responses.
The key principle: an imperfect auto-reply is infinitely better than silence.
How to Set Up Away Messages on WhatsApp Business
WhatsApp Business App (Free)
- Open WhatsApp Business
- Tap Settings → Business Tools → Away Message
- Toggle Send away message on
- Write your message (up to 1,024 characters)
- Set the schedule:
- Always send — every time someone messages
- Custom schedule — set specific hours
- Outside of business hours — uses your set business hours
- Choose recipients:
- Everyone
- Everyone not in address book
- Everyone except selected contacts
- Only selected contacts
- Tap Save
WhatsApp Business API (Advanced)
With the API, you can:
- Send different messages based on keywords
- Include interactive buttons ("View menu," "Book appointment")
- Trigger different flows based on time of day
- Connect to an AI chatbot for intelligent responses
For a comparison of auto-reply tools, see our guide on the best WhatsApp auto reply apps in Malaysia.
After-Hours Templates (6 Templates)
These are your bread and butter — used every night and weekend.
Template 1: Simple and Professional
Hi! 👋 Thanks for reaching out to [Business Name].
We're currently closed and will be back at [opening time] tomorrow.
We'll reply to your message as soon as we open. If it's urgent, please call [emergency number].
Have a good evening!
Template 2: With Self-Service Options
Thank you for messaging [Business Name]!
Our team is away right now (we're open [hours]).
In the meantime, you can:
📋 View our services: [link]
📅 Book an appointment: [booking link]
📍 Find us: [Google Maps link]
We'll get back to you first thing tomorrow!
Template 3: Short and Direct
Hi! We're offline now. Back at [time] tomorrow.
Your message is saved — we'll reply when we open.
– [Business Name]
Template 4: For Clinics
Thank you for contacting [Clinic Name].
Our clinic is currently closed. Operating hours:
Mon-Fri: 9am - 5pm
Sat: 9am - 1pm
Sun: Closed
For medical emergencies, please go to the nearest hospital emergency department or call 999.
We'll respond to your message on the next business day.
Template 5: For Tuition Centres
Hi! Thank you for your interest in [Centre Name].
Our office is closed for today. We'll reply to you tomorrow during office hours (9am - 6pm).
While you wait:
📚 View our class schedule: [link]
💰 See our fees: [link]
📝 Register online: [link]
Talk to you soon!
Template 6: For Restaurants/F&B
Thanks for messaging [Restaurant Name]! 🍽️
We're closed for today. We open at [time] tomorrow.
📋 View our menu: [link]
📍 Location & parking: [link]
Want to reserve a table for tomorrow? Reply with your preferred time and number of guests, and we'll confirm when we open!
Holiday Templates (6 Templates)
Template 7: Hari Raya Aidilfitri
Selamat Hari Raya Aidilfitri! 🌙
[Business Name] is closed from [date] to [date] for Hari Raya celebrations.
We'll be back on [return date] and will reply to all messages then.
Maaf Zahir & Batin from all of us at [Business Name].
Template 8: Chinese New Year
Gong Xi Fa Cai! 🧧
[Business Name] is closed from [date] to [date] for Chinese New Year.
We'll resume operations on [return date]. Your message is important to us — we'll reply as soon as we're back!
Wishing you a prosperous Year of the [animal]!
Template 9: Deepavali
Happy Deepavali! 🪔
[Business Name] is closed on [date] for Deepavali celebrations.
We'll be back on [return date]. Your message has been received and we'll respond when we return.
Wishing you a festival of lights filled with joy and prosperity!
Template 10: Christmas/Year-End
Season's greetings from [Business Name]! 🎄
We're on holiday break from [date] to [date].
We'll be back on [return date]. All messages will be replied to in order.
Happy holidays!
Template 11: Generic Public Holiday
Hi! [Business Name] is closed today for [holiday name].
We'll reopen on [date] at [time]. Your message is saved and we'll reply when we're back.
Thank you for your patience!
Template 12: Ramadan Operating Hours
Salam and welcome to [Business Name]! 🌙
During Ramadan, our operating hours are adjusted:
Mon-Thu: 9am - 4pm
Fri: 9am - 12pm, 2:30pm - 4pm
Sat-Sun: Closed
If you're messaging outside these hours, we'll reply on the next business day.
Ramadan Kareem!
Tired of manually updating away messages for every holiday? Take our 2-minute quiz to see how AlwaysON can automate your WhatsApp responses year-round — including holiday-specific messages that update automatically.
Weekend Templates (3 Templates)
Template 13: Standard Weekend
Hi! Thanks for messaging [Business Name].
We're closed for the weekend. We'll be back Monday at [time].
Your message has been noted and we'll respond first thing Monday morning!
Template 14: Weekend with Saturday Hours
Thanks for reaching out to [Business Name]!
If you're messaging on Saturday, we're open until [time].
If it's Sunday, we'll reply Monday at [time].
In the meantime: [link to FAQ or booking page]
Template 15: Weekend Engagement
Hi! 😊 We're enjoying the weekend and hope you are too!
[Business Name] reopens Monday at [time]. We'll reply to your message then.
Quick links while you wait:
🔗 [Link 1]
🔗 [Link 2]
See you Monday!
Lunch Break Templates (3 Templates)
Template 16: Short Break
Hi! We're on a short break and will be back at [time].
If your matter is urgent, please call [phone number]. Otherwise, we'll reply within the hour!
– [Business Name]
Template 17: Prayer Time (Friday)
Thank you for your message.
Our team is currently on break for Friday prayers. We'll be back at 2:30 PM.
Your message is important to us and will be answered when we return.
– [Business Name]
Template 18: Clinic Lunch Break
[Clinic Name] is currently on lunch break.
Afternoon session starts at [time].
For medical emergencies: Please visit the nearest hospital emergency department or call 999.
We'll respond to your message when the afternoon session begins.
Busy Period Templates (4 Templates)
Template 19: High Volume
Hi! Thanks for messaging [Business Name].
We're experiencing higher than usual message volume right now. We've received your message and will reply within [timeframe].
Thank you for your patience! 🙏
Template 20: Seasonal Rush
Thank you for contacting [Business Name]!
Due to [back-to-school season / festive period / sale], we're receiving a high volume of enquiries. We'll get back to you within 24 hours.
For quick answers:
❓ FAQ: [link]
📅 Book online: [link]
Template 21: Event Day
Hi! [Business Name] is hosting [event name] today and our response time is slower than usual.
We'll reply to your message by tomorrow. For urgent matters, please call [number].
Thank you for understanding!
Template 22: Fully Booked
Thank you for your interest in [Business Name]!
We're currently fully booked for [this week / this service / this time slot]. We'll review your message and let you know about availability.
In the meantime, you can check available slots here: [booking link]
Smart Templates with Conditional Information (5 Templates)
These work best with WhatsApp Business API or tools like AlwaysON's auto-reply.
Template 23: FAQ Auto-Response
Hi! Welcome to [Business Name]. 😊
We're currently away, but I can help with common questions:
Reply with a number:
1️⃣ Operating hours & location
2️⃣ Services & pricing
3️⃣ Book an appointment
4️⃣ Speak to a human (we'll reply when we're back)
Template 24: Lead Capture
Thank you for reaching out to [Business Name]!
We're away right now but would love to help you. To get a faster response, please share:
📝 Your name
📱 Best time to call
❓ How can we help?
We'll contact you first thing when we're back!
Template 25: Appointment Confirmation
Hi! Thanks for messaging [Clinic/Centre Name].
If you're messaging about an existing appointment:
✅ Your appointment is confirmed unless you hear otherwise
🔄 To reschedule, reply RESCHEDULE
❌ To cancel, reply CANCEL
For new appointments, we'll reply during business hours ([hours]).
Template 26: Product Enquiry
Thanks for your interest in [Business Name]! 🛍️
We're currently closed. While you wait for our reply:
📸 Browse our catalogue: [link]
💰 View prices: [link]
🛒 Order online: [link]
We'll get back to you at [time] tomorrow!
Template 27: Multi-Language (English + Malay)
Hi! Thank you for messaging [Business Name].
We're currently away and will reply by [time].
Terima kasih kerana menghubungi [Business Name].
Kami sedang tidak aktif dan akan membalas pada [time].
🔗 [Useful link]
Templates for Specific Industries (3 Templates)
Template 28: Property Agent
Thank you for your enquiry!
I'm currently with a client and unable to respond immediately. I'll get back to you within 2 hours.
To help me serve you better, please share:
🏠 Which property are you interested in?
💰 Your budget range
📍 Preferred area
– [Agent Name], [Agency]
Template 29: Wedding/Event Planner
Thank you for considering [Business Name] for your special day! 💍
We're currently away from messages. For the fastest response, please share:
📅 Your event date
👥 Estimated guest count
🎯 Services you're interested in
We'll reply within 24 hours with package options!
Template 30: Online Seller
Hi! Thanks for shopping with [Business Name]! 🛒
We're offline right now. Business hours: [hours]
If you've already ordered:
📦 Track order: [link]
🔄 Returns policy: [link]
For new orders, browse our catalogue: [link]
We'll reply when we're back online!
Best Practices for WhatsApp Away Messages
Do's
| Practice | Why It Matters |
|---|---|
| Set clear expectations on reply time | Reduces anxiety and repeat messages |
| Include useful links (booking, FAQ, menu) | Converts visitors even when you are away |
| Update messages for holidays and schedule changes | Outdated info destroys trust |
| Keep messages under 500 characters | Long messages get skimmed |
| Include your business name | Customers may have messaged multiple businesses |
| Test your away message regularly | Broken links and wrong hours happen |
Don'ts
Do not promise a reply time you cannot keep. Saying "We'll reply within 1 hour" when you actually take 8 hours is worse than saying nothing.
Do not use away messages as marketing blasts. "We're away! But check out our 50% SALE!!!" feels spammy. Keep it helpful, not salesy.
Do not forget to turn off the away message. Coming back to work and leaving the away message on for 3 hours makes you look disorganised.
Do not use corporate jargon. "Your enquiry has been duly noted and will be processed in accordance with our SLA" — nobody talks like this. Be human.
Do not ignore the away message feature entirely. Silence is the worst response. Even a basic "We're away, back at 9am" is better than nothing. Businesses that leave messages unanswered risk losing customers — see our article on signs your business is losing customers while you sleep.
Common Mistakes and How to Fix Them
Mistake 1: Same message for every scenario. Your after-hours message and your Hari Raya message should be different. Schedule-specific messages show professionalism.
Mistake 2: No call-to-action. Every away message should guide the customer to do something — visit your website, check your FAQ, or book online.
Mistake 3: Not updating holiday dates. Your message still says "Closed for Hari Raya until 25 April" and it is now May. Update it immediately after every holiday.
Mistake 4: Too many emojis. One or two emojis add warmth. Ten emojis make you look unprofessional. Match your brand tone.
Mistake 5: No emergency alternative. For clinics, legal firms, and service businesses, always provide an emergency contact option.
Going Beyond Basic Away Messages
WhatsApp Business app away messages are limited — one message for all situations. For more sophisticated automation, consider:
- WhatsApp Business API with conditional auto-replies based on keywords
- AI-powered chatbots that can answer specific questions, not just send a generic reply
- Platforms like AlwaysON that combine auto-replies with booking, customer database, and website in one system
The difference between a basic away message and an AI auto-reply is like the difference between a voicemail greeting and a live receptionist. Both acknowledge the customer, but one actually helps.
FAQ
Can I set different away messages for different times?
With WhatsApp Business app, you can only set one away message at a time with one schedule. To send different messages for different scenarios (lunch vs after hours vs holidays), you need to manually update the message each time — or use WhatsApp Business API tools that support conditional replies.
Do away messages count towards WhatsApp's messaging limits?
No. Away messages sent through WhatsApp Business app are free and unlimited. They do not count towards API messaging limits or billing.
Should I use away messages if I have an AI chatbot?
If your AI chatbot is available 24/7, you may not need traditional away messages — the chatbot handles enquiries directly. However, it is good practice to have a fallback away message in case the chatbot encounters a question it cannot answer.
How long should a WhatsApp away message be?
Keep it under 500 characters (about 80 words). Include only: acknowledgement, expected reply time, and one useful link or action. Longer messages are skimmed and the important information gets lost.
Can customers reply to away messages?
Yes. Their replies are saved in your chat and you can respond when you return. With API-based tools, their replies can trigger further automated responses based on keywords.