Automated business hours

Automated business hours is a setting that allows a business to respond to WhatsApp messages automatically outside of working hours, for example with a message like "Hi, thanks for reaching out. We'll get back to you during our business hours (from 9:00 to 18:00). Don't miss out on your inquiry—we'll reply as soon as we can!". Instead of leaving the customer without a response or making them wait until the next day, the company sends a pre-defined message instantly, keeping communication active even when no one is available.

Why does it matter to an SME?

For an SME, every message can be a sale or an important inquiry. If a customer writes at 10 PM and doesn't get a response, they'll likely go to a competitor. Automated business hours solves this: it responds instantly, manages expectations, and gives a professional image. It also prevents the team from feeling obligated to check WhatsApp at all hours, because the customer already knows when they'll get a real response.

Concrete example

Imagine a clothing store that operates Monday to Friday from 9:00 to 18:00. A customer sees a product on Instagram and writes at 20:00 asking about the price. Without automation, the message goes unread until the next day, and maybe the customer has already bought elsewhere. With automated business hours, the store responds instantly: "Thanks for reaching out! Our hours are from 9:00 to 18:00. We'll get back to you first thing tomorrow. If you'd like, leave your question and we'll answer as soon as we open." The customer feels heard and is more likely to wait for the response.

Common mistakes

• Setting the hours but not activating the automatic message: the message is only sent if the auto-reply option outside business hours is enabled.
• Using a generic message that doesn't clarify when you'll respond: if the customer doesn't know when they'll get a response, they may get frustrated.
• Not including useful information in the message: for example, if the business has a website or catalog, it's a good idea to share it so the customer can move forward on their own.
• Forgetting to update the hours on holidays or seasonal changes: a message that says "we'll get back to you tomorrow" on a holiday can cause confusion.

Tools like Wando allow you to configure time-based auto-replies within the same WhatsApp inbox, without needing to program complex flows. The AI suggests responses and the team approves them with one click, keeping human control at all times.

How it works in practice

Let's use a real case: an aesthetic clinic that operates Tuesday to Saturday from 10:00 to 19:00. The owner configures her business hours in Wando and activates the auto-reply for outside that range. A client sends a WhatsApp on Sunday at 14:00 asking for an appointment for hair removal.

The reply arrives instantly: "Hello! Thanks for writing to us. We operate Tuesday to Saturday from 10:00 to 19:00. We'll get back to you on Monday first thing. If you like, leave your question and we'll see it as soon as we open." The client feels at ease, knows they'll be attended to, and doesn't go to another clinic.

When the business opens, the message stays in the inbox with a label. Wando's AI has already suggested a reply to the team, which they approve with one click and respond instantly. The automated schedule doesn't replace customer service: it organizes it.

What it's commonly confused with

People often mix up automated business hours with a chatbot. It's not the same. A chatbot holds a conversation, understands questions, and responds with content. Automated business hours are much simpler: it sends a fixed message when the business is closed, and that's it.

It's also confused with the auto-reply in the WhatsApp Business app. That works, but it has limits: it can't be customized as much, it doesn't integrate with other tools, and it doesn't keep an organized log in a shared inbox. With Wando, the scheduled auto-reply coexists with the message inbox, contacts, and statistics.

Another common confusion: believing that the automatic message replaces human attention. It does not. It only lets the customer know that no one is available at that moment and manages their expectations. The real response is still given by a person.

What happens if you ignore it

If you don't set up an automated business hours schedule, a customer's message sent outside business hours goes unanswered until the next day. That may seem minor, but it isn't: a customer who writes at 22:00 and receives nothing will likely write to your competitor who did respond.

Additionally, the team feels the pressure to check WhatsApp at all hours. The owner of an SME ends up replying at 11 at night from their personal cell phone because they don't want to lose a sale. That ends up taking a toll in fatigue and mistakes.

With an automatic message, the customer stays calm and the team rests. No one loses a sale for not replying at 3 in the morning, but everyone gains clarity about when a real response will come.

How it relates to Meta's official API

The automated business hours schedule works on Meta's WhatsApp Cloud API, which is the official way for a business to use WhatsApp professionally. Wando connects to that API, so messages are sent and received securely and reliably.

Meta's API allows you to set up automatic responses via webhooks. When a message arrives outside the configured hours, Wando responds with the template you defined. Message templates have an approval process that can take up to 48 hours, so it's best to create them in advance.

A detail: WhatsApp conversation prices are set by Meta and vary by country. They are not part of your Wando plan, but a separate cost that you manage directly with Meta. For exact rates, you always need to check Meta's official documentation.

When it does NOT apply or is not convenient

Automated business hours are not for every business. If you operate 24/7, it makes no sense: there is never an "out of hours." If your team is small and always available, you might not need it.

It is also not convenient if the automatic message adds nothing. A "thanks for writing to us" without more, without saying when a response will come, is worse than nothing. The customer remains just as frustrated.

And watch out for businesses that handle emergencies: a clinic or emergency service cannot say "we'll get back to you tomorrow." In those cases, the automated hours must include an emergency phone number or an alternative channel. Do not apply the recipe without thinking.

Common mistakes of those who just understand it

The biggest mistake: setting the hours but forgetting to enable the automatic message. The option is separate, and if you do not turn it on, nothing happens. Afterwards, the business thinks it is covered, but it is not.

Another mistake: setting a message that does not clarify when a response will come. "Thanks for writing to us" is not enough. The customer needs to know if they will get an answer in an hour or on Monday. If they do not know, they leave.

There is also the one who doesn't update the schedule on holidays or seasonal changes. A message that says "we'll get back to you tomorrow" on a national holiday causes confusion and anger. And the one who doesn't include useful information: if you have a website or catalog, share it in the message so the customer can move forward on their own.