WhatsApp Business is a version of WhatsApp designed specifically for businesses to connect with customers. One of the key features of WhatsApp Business is the ability to set an away message when you are unavailable to respond to customers right away. The away message provides useful information to customers when you are busy or away from the app for a period of time. In this article, we will look at some examples of effective away messages you can set up for your WhatsApp Business profile.
Purpose of Away Messages
Away messages serve several important purposes for businesses using WhatsApp:
– Lets customers know when to expect a response. If customers know you are away for a certain time period, they will understand if responses take longer than usual. This prevents frustration on the customer’s end if they do not hear back right away.
– Provides alternative contact information. The away message is a perfect place to include other ways customers can get in touch if needed, such as an email address, phone number, or alternate contact person.
– Shares business hours or closures. You can use the away message to inform customers of vacation time, holidays, or other closures so they know when you will be available again.
– Sets communication expectations. An away message helps manage expectations around response times and availability. Customers will be less likely to abandon the conversation if they know upfront you are away but will respond later.
– Provides value to customers. Away messages are a chance to share useful information, updates, tips or resources for customers even when you are not active in the conversation. This keeps them engaged with your business.
Types of Away Messages
There are a few common types of away messages you could use for your WhatsApp Business profile:
– Out of office – Lets customers know specifically that you are out of the office and unavailable. You can include return dates and alternative contacts.
– On vacation – Inform customers you are away on vacation time and indicate when you will be back to respond.
– At lunch – Tell customers you are currently on a break or at lunch if you have standard lunch hours each workday.
– In a meeting – If in a long meeting or conference where you cannot respond, this message sets expectations.
– Offline for the day – You can set a message indicating you are offline after standard business hours or not typically available at certain times.
– Closed for holiday – Share closure information and dates for holidays, bank holidays, etc. so customers know when to expect a response again.
Auto-Reply vs. Manual Away Messages
WhatsApp Business lets you set up both auto-reply messages as well as custom manual away messages:
– Auto-reply messages are automated to send when you are unavailable. These provide a quick, standardized away message.
– Manual away messages can be customized and changed as needed. These require manually toggling your availability status but allow for more tailored messages.
Many businesses choose to set up an auto-reply message for consistency and convenience, while also occasionally using manual away messages for more specific situations like vacations, holidays, etc. The best approach often involves a combination of auto-replies and customized manual messages.
Best Practices for Away Messages
Follow these best practices when creating and using away messages for WhatsApp Business:
– Keep messages brief but informative – Get key details across but avoid overly long messages customers have to read through.
– Set expectations for response time – Provide expected response times so customers know when to anticipate a reply.
– Include alternative contact methods – Share other ways customers can get in touch like email or phone if urgent.
– Update messages regularly – Remember to change your message when availability changes, so it remains accurate.
– Personalize when possible – While auto-messages are convenient, customize manual messages to show customers you care.
– Share value-added content – Include tips, resources or other useful business info to engage customers while you are away.
– Test messages thoroughly – Review away messages closely to ensure all information is clear, accurate and well-written.
Away Message Examples
Here are some examples of effective away messages you could use for WhatsApp Business:
Out of Office Message
“Thank you for your message! I’m currently out of the office and unavailable until Monday, January 8. For immediate assistance, please contact John Doe at 123-456-7890 or email [email protected]. I will respond to all non-urgent messages upon my return on Monday.”
Vacation Message
“Hello, I’m currently away on vacation and fully unavailable until Wednesday, March 14. Any messages will be answered upon my return to the office that week. For anything urgent in the meantime, you can reach Joan Smith at 123-456-7890. Enjoy your week, and I look forward to catching up on my return!
Lunch Break Message
“Hello, I’m currently away from my desk on a lunch break until 1:30pm EST today. I will respond to your message as soon as I’m back! In the meantime, feel free to browse our website at www.company.com for more information about our products and services.”
Holiday Closure Message
“Happy holidays! Our office is currently closed for Christmas and New Years through January 3rd. I will respond to your message when we reopen on January 4th. For any urgent needs, please contact John Doe at 123-456-7890. Wishing you a wonderful holiday season!”
Meeting Message
“Hello, I am currently in a meeting until 3:00pm EST today. I apologize for the delay and will respond to your message as soon as my meeting concludes. If your inquiry is time sensitive, please call our office at 123-456-7890, or email [email protected]. Talk soon!”
Using Away Message Features
WhatsApp Business offers several useful features to help you get the most value from away messages and communicate your availability:
– Auto-reply set up – Create pre-written auto-reply messages customers will receive when you are unavailable.
– Customizable messages – Manually write tailored away messages for specific situations when needed.
– Status toggling – Mark yourself as “Away” or “Busy” to trigger auto-messages and let customers know when to expect delays.
– Message templates – Save and reuse your favorite away messages easily as templates.
– Schedule away settings – Pre-schedule your away status for vacations, lunch breaks, holidays and more.
– Label creation – Set up labels like “Out of Office” that show under your name when enabled.
Take advantage of these options within WhatsApp Business to use away messages effectively based on your specific business needs. The more you customize your availability settings, the more seamless the experience will be for your customers.
Integrating with Other Tools
In addition to the built-in settings, there are also some helpful tools you can use to integrate and automate away messages for WhatsApp Business:
– Apps like Chatfuel, ManyChat or Motion.ai – Automate away messages and create chatbots to engage customers while you are away.
– Zapier integration – Connect your CRM platforms like HubSpot to automatically trigger away messages when you are marked out of office.
– IFTTT recipes – Set up customized “If This Then That” recipes so your away messages sync perfectly across WhatsApp and other channels.
– Google Calendar integration – Use your Google Calendar status to automatically send the right message in WhatsApp when in a meeting, on vacation, or out of office.
– Social media scheduling tools – Schedule posts and away messages across platforms like Facebook, Instagram, Twitter and WhatsApp in one place.
– Bulk messaging tools – Send bulk WhatsApp messages to inform customers of closures, holidays or other situations impacting availability.
The more you can automate your away messages across platforms, the easier it will be to focus on core business tasks rather than manually updating statuses.
Alternatives to Away Messages
While away messages are recommended for WhatsApp Business, there are a few other options you could consider as well:
– Call forwarding – Forward calls to an alternate number or voicemail when you are unavailable. Include details in your voicemail greeting.
– SMS auto-replies – Set up auto-reply texts if customers message your business via SMS when you are away.
– Email signatures – Add out of office details and alternative contacts to your email signature.
– Push notifications – Send push notifications to customers if you have a mobile app to inform them of closures or delays.
– Website banners – Display a banner or pop-up on your website indicating closures if customers try to place online orders.
– Social media posts – Post out of office notices on social channels like Facebook, Instagram or Twitter.
However, for direct WhatsApp Business conversations, an away message is still the most effective option to communicate your real-time availability. Use it in conjunction with other channels as part of an omnichannel approach.
Sample Away Message Templates
Feel free to customize and use these away message templates for your WhatsApp Business profile:
Out of Office Template
“Hi {customer_name}, this is {business_name}. I’m currently out of the office until {return_date}. For any immediate needs, please contact {alt_contact_name} at {alt_contact_number}. Otherwise, I will respond upon my return on {return_date}. Thanks for understanding!”
Vacation Template
“Hello, this is {business_name}. I’m away on vacation until {return_date} and unable to respond to messages at this time. Any urgent inquiries can be directed to {alt_contact_name} at {alt_contact_number}. I’ll follow up on any outstanding messages when I’m back in the office on {return_date}. Enjoy your week!”
Lunch Break Template
“Hi {customer_name}, I’m currently on my lunch break until {return_time} and unable to respond right now. Feel free to browse {business_website} in the meantime for more details about our products and services. I’ll be sure to follow up with you immediately once I return from lunch. Thanks for your patience!”
Holiday Template
“Happy holidays from {business_name}! We are currently closed for the {holiday_name} holiday until {reopen_date}. I look forward to catching up on messages and assisting you when we reopen on {reopen_date}. For any urgent needs in the meantime, please contact {alt_contact_name} at {alt_contact_number}. Enjoy the holiday!”
Meeting Template
“Hello {customer_name}, I am currently in a meeting until {return_time} and unable to respond right away. I will get back to you as soon as the meeting concludes. If you need any immediate assistance, please contact {alt_contact_name} at {alt_contact_number}. Speak soon!”
Sample Away Message Flows
Here are some examples of full away message flows you could set up:
Lunch Break Flow
Auto-reply when status changed to “Away”:
“Hi, I’m currently away from my desk on a lunch break until 1:30pm EST. I’ll follow up as soon as I return!”
Custom message upon return:
“Hello, I’m back from lunch and available again if you still need any assistance. Please let me know how I can help!”
Vacation Flow
Auto-reply when status changed to “Away”:
“Hi there, I’m out of the office on vacation until October 15th. For urgent needs, contact Jane Doe at 123-456-7890.”
Custom message day before return:
“Hi, just a quick note to let you know I’ll be returning to the office tomorrow, October 15th. I’ll respond to your message first thing when I’m back!”
Custom message upon return:
“Hello, I’m back in the office now returning messages after my vacation. Let me know if you still need any assistance!”
What to Avoid in Away Messages
While away messages are very useful, there are a few things you should avoid including:
– Confidential or sensitive info – Don’t share private details customers don’t need.
– Unprofessional language – Use proper spelling, grammar and punctuation.
– Excessive emojis – Stick to 1-2 emojis at most to enhance the message.
– Generic messages – Customize messages rather than just using the auto-reply feature.
– Contradictory details – Ensure all info (dates, contacts, etc.) aligns across channels.
– Negativity – Maintain a positive, customer service focused tone.
– Requests for feedback – Don’t ask customers to rate service or take surveys when away.
– Promotional content – Avoid blatant sales pitches, focus on value-added content.
The goal is to craft messages that keep customers informed and set clear expectations while maintaining your brand image.
Conclusion
Setting up an informative away message is an essential practice for WhatsApp Business. Take the time to create thoughtful, customized messages to give customers transparency around your availability and provide alternate contact methods in your absence.
Integrate your away messages across other channels as well for maximum consistency and effectiveness. With the right combination of auto-replies and manual messages, you can manage customer expectations and deliver excellent service, even when you’re away.
Summary of Key Points
– Away messages let customers know when to expect a response if you are unavailable.
– Effective away messages provide alternate contacts, share closures, and set communication expectations.
– Tailor manual messages when possible, and integrate across channels like email and social media.
– Follow best practices like being concise, updating regularly, and sharing value.
– Leverage built-in WhatsApp Business features to schedule, customize, save, and automate messages.
– Avoid sharing confidential info, using unprofessional language, overusing emojis, or making requests in away messages.
Frequently Asked Questions
What are some best practices for WhatsApp Business away messages?
Some best practices include keeping messages brief, providing expected response times, sharing alternate contact methods, updating messages regularly, personalizing when possible, and including helpful content for customers like tips or resources.
How do I set up auto-reply messages in WhatsApp Business?
In WhatsApp Business, you can create pre-written auto-reply templates under Settings > Business Settings > Auto-reply Messages. These will automatically send when your availability is set to Away, Busy, or Out of Office.
Can I schedule my WhatsApp Business away messages?
Yes, under Settings > Business Settings > Availability Tools, you have the option to pre-schedule your away status for vacations, lunch breaks, holidays and more. This will automatically trigger any corresponding auto-reply messages you have set up.
Is it better to use auto-reply or manual away messages?
Most businesses use a combination of both. Auto-replies are convenient for consistency, while manually written messages allow you to customize for specific situations. Strike a balance based on your needs.
What are some WhatsApp Business features that can help manage away messages?
Useful features include status toggling, auto-reply set up, customizable and schedulable messages, saved message templates, labels that display your status, and integrations with tools like Zapier, IFTTT, and Chatfuel.