MoraselWhatsApp after-hours support that keeps every message owned
A message sent at 11pm gets the same ownership as one sent at 11am: an automatic acknowledgement, a ticket that stays assigned, and an SLA clock that picks up exactly where business hours left off.
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What breaks without an after-hours policy on WhatsApp
Customers do not stop writing at closing time. Without a policy for after-hours messages, a night message either gets no reply until someone happens to open the inbox, or it gets answered by whoever is still online, off the clock and outside any tracked SLA.
- A message sent at midnight sits unacknowledged until a human notices it the next morning
- An agent replies after hours out of goodwill, and that reply is not tracked against any SLA target
- The morning shift has no way to tell which overnight messages are still waiting on a reply
- A customer messages twice overnight because the first message looked ignored
What the after-hours record holds
Every message that arrives outside business hours carries the same fields as any other ticket, plus what happened at the boundary.
- Business hours
- The days and hours your team configures as working time; everything outside them is after-hours.
- Acknowledgement template
- The Meta-approved template sent automatically when a message arrives after hours.
- Received at
- The timestamp the message arrived, kept on the ticket regardless of when it's answered.
- SLA clock state
- Paused from the moment business hours end, and running again the moment they reopen.
- Owner / next shift
- The ticket stays assigned and queued, ready for whoever opens the next shift.
What happens to a message that arrives after hours
The same sequence runs whether the message lands at 11pm or in the middle of the afternoon.
A message arrives outside business hours
The ticket opens the same way any WhatsApp message does, with an owner slot and a status.
An acknowledgement template sends automatically
The customer gets a Meta-approved message letting them know it was received and support will follow up.
The SLA clock pauses
First-response and resolution targets stop counting until business hours resume.
The ticket stays owned and queued for the next shift
Nothing about the ticket is lost overnight; it's simply waiting for business hours.
The next shift replies and the clock resumes
An agent opens the queue when business hours reopen, and the SLA clock starts counting again from where it paused.
What an after-hours message looks like
One thread, an automatic acknowledgement, and a reply once the next shift opens.
What the team sees
Business hours are configured once, and everything after-hours related follows from that single setting.
- Business hours configured once per team, so the acknowledgement template and the SLA pause follow automatically
- A queue that shows every ticket waiting since business hours closed, ready for the next shift to open
- The SLA clock's elapsed and remaining time, picking up exactly where it paused overnight
- The same ticket owner, priority, and status the whole team sees during business hours
- Support analytics reads response time and resolution time from the same ticket history, business hours included
What this does not do
An after-hours acknowledgement is not a resolution — a person still reads and answers the message once business hours resume, and this is not 24/7 human or AI coverage. It is not an omnichannel helpdesk either — voice, email, and social messages are not part of it.
Give every after-hours message an acknowledgement and an owner
Start free and let every message outside business hours get acknowledged automatically, staying owned until the next shift replies.
After-hours support questions
What happens to a WhatsApp message sent after business hours?
It gets a Meta-approved acknowledgement template automatically, and the ticket stays owned and queued for the next shift.
Does the SLA clock keep running overnight?
No — it pauses the moment business hours end and resumes the moment they reopen.
Does anyone reply to after-hours messages right away?
No — there is no 24/7 human or AI coverage. The acknowledgement lets the customer know the message was received; a person replies once business hours resume.
Can I set different business hours for different teams?
Business hours are configured per team, and the acknowledgement template and SLA pause follow that configuration.
Does after-hours coverage cost more than daytime support?
No — the hour a message arrives makes no difference to the price. After-hours support runs on your Morasel subscription — Core $49, Pro $99, Max $199, Enterprise on request, with a 14-day free trial and no card required.