12 templates to copy

Chat closing message: 12 templates to end a customer service conversation

Written by Bernardo Villela, CEO of CertuAI

About CertuAI: CertuAI is the AI that answers a small business's WhatsApp, Instagram and Messenger 24/7, with a built-in CRM, and is a Tech Provider on Meta's WhatsApp Business Platform. Paid plans start at US$ 75 a month, with no lock-in and a 30-day money-back guarantee. Create my agent

The last message is what the customer remembers. These twelve end the conversation clearly: what was done, what comes next and how to come back.

Updated on 13 October 2026 · Written by CertuAI

Summary in 7 facts

The last message is what the customer remembers.
These twelve end the conversation clearly: what was done, what comes next and how to come back.
Short answer Check that nothing is left open, say in one line what was solved or agreed, thank the customer and tell them how to reach you again.
A good closing message leaves no doubt that the conversation is finished, and no doubt that the customer is welcome to write whenever they need something else.
Asking before you close When to use: You answered the question and want to be sure nothing is missing.
Closing after an order When to use: The customer finished buying in the chat.
The chat ends for now, but the subject does not.

In numbers

Number	What it means
67 businesses	CertuAI measured when customers write on WhatsApp to 67 businesses that answer with its AI agent: 32.5% of 122,720 messages arrived outside Monday to Friday, 8 am to 6 pm.
122,720 messages	Source: CertuAI's own service data, 67 businesses, 122,720 messages received on WhatsApp from 30 July 2026 to 30 September 2026, measured on 9 October 2026.
28.1%	The largest business sent 28.1% of the messages; without it, 32.3% arrived outside those hours.

How do you end a customer service chat politely?

Short answer

Check that nothing is left open, say in one line what was solved or agreed, thank the customer and tell them how to reach you again. A good closing message leaves no doubt that the conversation is finished, and no doubt that the customer is welcome to write whenever they need something else.

When the question was answered

1. Asking before you close

When to use: You answered the question and want to be sure nothing is missing.

Is there anything else I can help you with today, [Name]?

If not, I will close our conversation here. You can write to this number whenever you need.

2. Closing after a solved problem

When to use: The customer confirmed that the problem is fixed.

Glad that is sorted, [Name]. To sum up: [what was done].

Thank you for contacting [Business]. If it happens again, send a message here and we will pick it up from this point.

3. Closing after a simple question

When to use: The customer only wanted a piece of information and said thanks.
```
You are welcome, [Name]! Thank you for writing to [Business].

Have a good [morning / afternoon / evening].
```

After a sale or a booking

4. Closing after an order

When to use: The customer finished buying in the chat.

Your order is confirmed, [Name]. Here is the summary:

[items]
Total: [amount]
Delivery: [date or time]

Thank you for buying from [Business]. Any question about the order, reply to this message.

5. Closing after a booking

When to use: The conversation ended with a time booked.

All set, [Name]. We will see you on [date] at [time], at [address].

If you need to change anything, write to us here before that day. Thank you!

6. Closing with a request for a rating

When to use: The service went well and you want to hear what the customer thought.

Thank you for your time today, [Name]. One quick question before I go: from 1 to 5, how was our service?

Your answer helps us do better.

When something is still open

The chat ends for now, but the subject does not. Say who does what, and when.

7. Closing with a next step on your side

When to use: You still have to check something and will come back to the customer.

[Name], I am going to check [what you will check] and come back to you by [day or time], in this same conversation.

You do not need to do anything until then. Thank you for your patience.

8. Passing the customer to another person

When to use: Another person or team will continue the conversation.

I am passing your case to [Person or team], who looks after [subject]. I wrote down everything you told me, so you will not need to repeat it.

They will write to you here. Thank you, [Name]!

9. Closing at the end of the working day

When to use: Your day is ending and the subject is not finished.

Hi [Name], our team is finishing for today. Your case stays open and we will continue tomorrow from [time].

If you remember anything else, leave it here and we will read it first thing.

When the customer went quiet, or you cannot help

10. Closing after no reply

When to use: You asked something and the customer stopped answering.

Hello [Name], I have not heard back from you, so I am closing this conversation for now.

Nothing is lost: when you are ready, send any message here and we will continue.

11. Closing after a complaint

When to use: A complaint was handled and you want to end on a respectful note.

Thank you for telling us what went wrong, [Name], and I am sorry again for [what happened].

As agreed, [what you will do or did]. If anything is not as promised, write to me directly here.

12. Closing when you cannot help

When to use: The request is for something your business does not do.

I am sorry, [Name], that is not something [Business] does, so I cannot help you with it.

If you ever need [what you do offer], we are here. Thank you for thinking of us.

Five rules for a closing message

Ask if anything else is needed before you close. Closing without asking feels like hanging up.
Sum up what was done or agreed in one line. It is the record the customer will look for later.
If something is still open, say who acts next and by when.
Tell the customer how to come back: the same number, the same conversation.
Do not close with an offer. The end of a support chat is the wrong place to sell.

How to send a closing message automatically

Save it as a quick reply. The WhatsApp Business app has quick replies, made for texts you send often. WhatsApp explains them on its own help page: How to use quick replies. Save each message from this page once, then change the name, the date and the time before you send.

A saved text closes every conversation with the same words. It cannot sum up what was done, because it does not know what the conversation was about.

Let an AI agent answer. An AI agent on your WhatsApp number reads what the customer wrote and answers with the information you gave it: your hours, your prices, your rules. You write the rule once, in plain words, and the agent uses it in every conversation. A person on your team can step in at any time.

An agent that followed the conversation can write the one-line summary by itself. The closing after a complaint is the exception: that one is better read and sent by a person.

What CertuAI measured on the WhatsApp of businesses

CertuAI measured when customers write on WhatsApp to 67 businesses that answer with its AI agent: 32.5% of 122,720 messages arrived outside Monday to Friday, 8 am to 6 pm. If your team works those hours, that is the share of messages that waits until someone is back.

When customers write, at 67 businesses, 30 July 2026 to 30 September 2026
What was measured	Result
Customer messages that arrived outside Monday to Friday, 8 am to 6 pm	32.5%
Customer messages that arrived at the weekend	15.8%
Customer messages that arrived on weekday evenings, 6 pm to midnight	12.7%
Conversations that started outside Monday to Friday, 8 am to 6 pm	34.6%
Time for the AI agent to reply, median	11.7 seconds

Source: CertuAI's own service data, 67 businesses, 122,720 messages received on WhatsApp from 30 July 2026 to 30 September 2026, measured on 9 October 2026. The hours are counted in each business's own time zone. Test accounts, test contacts and imported chat history are left out. The largest business sent 28.1% of the messages; without it, 32.3% arrived outside those hours.

Questions people ask

What is a chat closing message?

It is the last message a business sends in a customer service conversation. It confirms that the subject is finished, or says what is still open, thanks the customer and explains how to get in touch again.

How long should I wait before closing a chat with no reply?

There is no single rule. Many businesses wait until the end of the working day, or one full day for something that is not urgent. What matters is to send a closing message that says the customer can come back, and not to go silent.

Should I ask for a rating at the end of the chat?

Ask when the service went well and the question is short, such as a number from 1 to 5. Do not ask right after a complaint that is still open, and do not ask twice in the same conversation.

What do I say when I could not solve the problem?

Say it plainly, say what you tried and say what the customer can do next. An honest "we cannot do this" with a next step is better than a closing message that pretends the problem is solved.

Can the closing message be sent by a chatbot?

Yes, for conversations that ended well: a simple question answered, a booking made, an order confirmed. For a complaint or a refused request, a person should read the conversation and send the last message.

More message templates

WhatsApp message templates for businessThe main page: greeting, away and quick reply messages. Appointment cancellation messageWhen you cancel, when the customer cancels, and after a missed appointment. Appointment reschedule messageOffering new times, confirming the change and following up. Welcome message for a new patientFrom the first hello to the day after the first visit. Payment reminder messageFrom the first friendly note to the final notice.

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In short

Twelve closing messages for a customer service chat on WhatsApp: after solving a problem, after a sale, when the customer goes quiet and at closing time.