WhatsApp template to announce special hours at your restaurant

Is a holiday, an event, or a move coming up and you're going to close early or open late? Instead of answering the same thing 50 times on WhatsApp, use a template with Meta's official API. Here's a sample message, how to load it, and what to keep in mind.

What goes in each variable

• {{1}}: customer's name (e.g., "Maria"). If you don't have it, use "family" or "folks".
• {{2}}: your business name (e.g., "Don Luigi Pizzeria").
• {{3}}: reason for the change (e.g., "national holiday", "private event", "kitchen renovation").
• {{4}}: the specific special hours (e.g., "we're open from 18:00 to 23:00", "we close at 16:00").

How to load it in WhatsApp Business

1. 1Go to WhatsApp Business > Tools > Template Library > Create Template.
2. 2Choose the "Utility" category (it's a service notice, not marketing).
3. 3Paste the message with the variables {{1}}, {{2}}, etc., and save it.
4. 4Send it to Meta for review. Approval can take up to 48 hours.
5. 5Once approved, use it from the app or from a CRM. In Wando, you load it in the panel and the AI uses it automatically when appropriate (always with your approval).

Message variants

Watch out for this

This type of message falls under the "utility" category (service notification), so you don't need marketing opt-in, but you do need a Meta-approved template. We don't make up prices: check current plans at wando.online/pricing if you want to automate sending.

When to send this message and when NOT to send it

This notice is for a one-time schedule change: a holiday, a private event, a move, or a repair. Send it in advance, ideally 48 to 72 hours before, so people can plan. If the change is last-minute, still send it, but assume some won't see it in time.

Don't send it if the special hours are recurring (like every Sunday), because then it's no longer a one-time notice, it's your regular schedule and should be on your WhatsApp Business profile, not in a template. Also, don't use it to promote an event for sales purposes: Meta may reject it as promotional, and it also annoys the customer. This message is to inform, not to sell.

What to reply if the customer asks "And why are you changing your hours?"

This is the most common question after such a notice. You don't need to explain in detail, but a short, clear response puts the customer at ease. Have a prepared response ready so you don't have to improvise.

Sample message: "Hi {{1}}, we're letting you know that {{3}} and that's why we adjusted our hours. Still, if you need anything, write to us and we'll see how to help you. Thanks for understanding!"

• Replace {{3}} with the real reason (e.g., "there was a problem with the kitchen").
• If the reason is sensitive (e.g., a bereavement), don't go into detail: "due to a specific situation" is enough.

What to reply if the customer still wants to place an order

Some customers will insist on their order even though you told them you're closed. Don't leave them hanging: offer them a concrete alternative.

Sample message: "Hi {{1}}, today we close at {{4}}, so we can't take your order for today. But we can take it for {{5}} and have it ready for you. Does that work?"

• {{4}}: the closing time for the day.
• {{5}}: the next day you're open with normal hours (e.g., "tomorrow").
• If you have another location or delivery through another app, mention it: "you can order through [other channel]".

How to tell if the message worked

Success isn't that everyone replies. Success is that fewer people come to ask about the hours and that those who do come already know about the change. Look at two things: the volume of messages asking "are you open?" and whether people show up saying "I saw the notice".

In the WhatsApp API, delivery metrics (delivered, read) tell you if it arrived, not if it worked. What you can measure is the number of replies or reactions to the message. If you have a CRM, compare orders or bookings from the day of the change with a normal day. If they didn't drop much, the notice did its job.

What causes Meta to reject this template and how to fix it

Meta rejects templates for three common reasons: promotional language ("take advantage", "discount", "offer"), lack of clarity in the message (it's not clear what is being announced), or misconfigured variables (for example, a meaningless variable or one that is not used).

To fix it: read the rejection reason in the WhatsApp Business panel, remove any word that might sound like a sales pitch, make sure the message is a direct notice, and try again. If the rejection is due to variables, check that each {{1}}, {{2}}, etc. has a clear purpose and is used in the text. Approval can take up to 48 hours, so don't leave the sending for the last day.

Formal variant and casual variant: when to use each

The formal variant is for customers who don't know you well or for more serious contexts (an event booking, a corporate client). Use it if your restaurant is high-end or if the customer first wrote to you in a formal tone.

The casual variant is for your regular customers, those who message you on WhatsApp every weekend. There you can use "hey", "hi" and familiarity. The rule is simple: if the customer uses informal 'you' and writes briefly, reply the same way. If they use formal 'you' and are formal, don't send them "Hey!".

What to do if the customer didn't see the notice and shows up anyway

There is always someone who did not read the message or saw it too late. Do not scold them or remind them that you already told them: that makes them feel bad and does not help. Instead, offer them a quick solution.

Sample message: "Hi {{1}}, today we close at {{4}} due to {{3}}, but tomorrow we open at {{6}}. If you want, I can reserve something for you for tomorrow and have it ready. Does that work for you?"

Replace {{6}} with the opening time of the following day. If you can, offer a concrete alternative: an order to pick up the next day, a reservation for the next slot, or a discount on the next visit. The important thing is that the customer leaves with a solution, not with a "no".

How to measure if the notice worked without driving yourself crazy

You do not need a sophisticated dashboard. Two simple indicators are enough: how many "are you open?" messages you receive on the day of the change, and how many customers mention the notice when they arrive or write.

If on the day of the special hours you receive fewer hour-related inquiries than on a normal day, the notice worked. If you also see that several customers say "I saw the notice", it is a sign that they read it. If inquiries did not decrease, the message was probably sent too late or did not reach everyone.

In the WhatsApp API, delivery metrics (delivered, read) tell you if it arrived, not if it was useful. What you can measure is the number of responses or reactions to the message. If you have a CRM, compare the orders or reservations on the day of the change with a normal day. If they did not drop much, the notice did its job.

What makes Meta reject this template and how it is fixed

Meta rejects templates for three common reasons: promotional language ("take advantage", "discount", "offer"), lack of clarity in the message (it's not clear what is being announced), or poorly configured variables (for example, a variable that makes no sense or is not used).

To fix it: read the rejection reason in the WhatsApp Business panel, remove any word that might sound like sales, make sure the message is a direct notification, and try again. If the rejection is due to variables, check that each {{1}}, {{2}}, etc. has a clear purpose and is used in the text. Approval can take up to 48 hours, so don't leave the send for the last day.

Formal variant and casual variant: when to use each

The formal variant is for customers who don't know you well or for more serious contexts (an event reservation, a corporate client). Use it if your restaurant is high-end or if the customer first wrote to you in a formal tone.

The casual variant is for your regular customers, those who message you on WhatsApp every weekend. There you can use "hey", "hi there" and familiarity. The rule is simple: if the customer uses informal 'you' and writes briefly, reply in the same way. If they use formal 'you' and are formal, don't send them "Hi there!".