Welcome and away messages for WhatsApp Business

A welcome message confirms that customers reached the right channel and helps them ask their first question. An away message sets expectations about when people are available. Neither should pretend that an adviser has already reviewed the request.

Welcome message examples

Services

Hi, thanks for contacting our team. Tell us which service you need and your city so we can guide you.

Product availability

Hello! We can help check availability. Send the product name or reference and the quantity you need.

Quote request

Thanks for getting in touch. Tell us what you need to solve and your intended timeline. An adviser will review the details with you.

Order support

Hi. Tell us what happened with your order and share its reference if available. Please do not send passwords or payment credentials in this chat.

Away message examples

Thanks for writing. Our team works Monday to Friday, 8 a.m. to 5 p.m. Colombia time. We will review your inquiry when service resumes. You can leave the reason for your message to help us prepare.

We received your message. We are handling more inquiries than usual, so a reply may take longer. Tell us what you need and our team will review messages through its normal queue.

These hours and situations are illustrative. Replace them with accurate operating details before activation. Avoid promising an immediate response when no one is available.

Prepare and test

1. Separate welcome and away purposes.
2. Review the tools available in your WhatsApp Business version.
3. Adjust text, audience and schedule where supported.
4. Run a controlled test.
5. Make sure the adviser’s response continues the conversation rather than restarting it.

See the official app overview. API-connected platforms use their own configuration workflow.

Examples are not approved API templates

Writing examples, quick replies and API templates serve different purposes. Nothing here means Meta has approved a template for unrestricted sending. Review our API template guide for that workflow.

Evaluate the result

Check whether customers know what information to provide and whether your team meets the stated expectations. For classification and escalation, explore a WhatsApp AI chatbot with an explicit human handoff.

Organize customer conversations with Piyion

Connect inquiries to an owner and a next action. Tell us how your team works and what you need to improve.

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