Last updated:
09.03.2026
Out-of-office message
An out-of-office message is an automatically sent notification informing contacts when a company or employee is temporarily unavailable. In digital customer service – especially via messaging apps like WhatsApp – it is an indispensable tool for professional communication.
With hellomateo, the out-of-office message can be integrated directly into WhatsApp Business, so customers receive an immediate and personal-sounding response even outside of business hours.
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An out-of-office message – also known as an out-of-office notification – is automatically triggered as soon as a customer inquiry is received outside of defined business hours. What has been standard practice in email marketing for years has now also become established as best practice in messenger marketing, especially via WhatsApp Business.
How does an out-of-office notification work in WhatsApp Business?
Using the WhatsApp Business API, companies can configure automated out-of-office messages for specific time windows, days of the week, or holidays. As soon as a message arrives outside of business hours, the customer receives immediate, transparent feedback – without any manual intervention. Platforms like hellomateo allow you to easily set up these rules in a clear dashboard.
Best Practices for an Effective Out-of-Office Message
- Communicate your return date: Let your customers know when you will be available again – this creates reliability.
- Offer alternatives: Refer to an emergency email address or an FAQ link for urgent matters.
- Maintain your brand voice: Even automated messages should match your company's tone.
- Keep it short and to the point: WhatsApp customers prefer short texts – keep the message concise and friendly.
Out-of-Office Message vs. Automatic Reply
While an out-of-office message primarily communicates your temporary unavailability, an automatic reply is more versatile – for example, for greeting messages or initial answers to frequently asked questions. In hellomateo, both functions can be combined to ensure seamless customer service.
Why out-of-office messages increase customer satisfaction
Customers who receive an immediate response after sending a message rate the company more positively – even if the actual inquiry hasn't yet been answered. Fast response times are a crucial factor for customer satisfaction and trust. A professionally worded out-of-office message signals appreciation and reliability.
Setting up an out-of-office message with hellomateo
hellomateo offers an intuitive interface for defining out-of-office rules for WhatsApp Business. You can set time periods, create custom messages, and even activate AI-powered replies that answer simple customer inquiries directly – all without human intervention.