WA TemplatesA good message at the wrong time can still annoy. Think of the customer's day: when they would be glad to hear from you, and how much they will read.
When to send
- Daytime hours. Mid-morning to early evening suits most people. Avoid late night and very early morning unless the customer asked.
- Not during meals or prayer times if you know them.
- Time-sensitive updates (delivery today, a slot ready) can go at the moment they happen.
- Reminders work best the day before, around mid-morning.
How long
Keep a message to two to four lines. If it needs more, split it into two messages or move to a call. Put the most important information in the first line, because the preview shows only that.
Your own hours
Decide when you answer, and say so on your profile and in your first reply: "We reply between 10 am and 7 pm." Customers accept limits they know about. If you reply at midnight, they will expect it every time.
Replying late
If you cannot answer in full, a short "Got it, I will reply in the morning" is much better than silence. Read the guide on how to write short messages for the pattern to follow.
Questions people ask
Is it rude to message on a Sunday?
It depends on the customer and the business. For a shop that is open on Sunday it is normal. For a personal matter, wait unless it is urgent.