WhatsApp customer service Ramadan UAE
WhatsApp customer service during Ramadan: a playbook for UAE teams
By the Scriwo team · · 5 min read
The short answer
During Ramadan, UAE working hours are shorter and customers message most after iftar and late into the evening. Keep WhatsApp replies fast by moving cover to the evening, assigning every new chat to a named person, using saved replies for timings and Eid offers, and only broadcasting to contacts who opted in.
What changes in Ramadan
Office hours in the UAE are usually shortened during Ramadan, while customers shift their shopping, viewings and appointments to the evening. Messages pile up after iftar, exactly when a small team is off shift.
Set the team up before the month starts
- Agree an evening rota so someone covers the hours after iftar.
- Put every number in one shared inbox so the person on shift sees every customer, not just their own.
- Assign each new chat to a named person, and hand over open chats at the end of each shift.
- Save replies for Ramadan timings, delivery cut-offs and Eid offers so everyone answers the same way.
- Turn on desktop alerts and the offline alert so a phone that dies does not go unnoticed.
Broadcasts with care
Ramadan and Eid greetings are welcome when they are short and sent only to customers who agreed to hear from you. Space messages out, avoid sending during iftar, and never buy or scrape lists: that is the fastest way to get a number restricted.
Let Riwo help with the volume
On busy evenings, Riwo can draft a first reply in Arabic or English for a teammate to check and send, and sum up a long chat when a customer comes back after a few days.