What to say when something is out of stock
"Have you got this in a medium?" is a lovely message to get, until the answer is no. How you reply decides whether the customer waits, picks something else from you, or buys from a competitor in the next five minutes. "Sorry, sold out" loses most of them. A reply that gives a restock date, suggests a close alternative or offers to message them when it is back keeps many of them. This guide gives you wording for each situation, a worked example, a simple back-in-stock list, and the notes to give an AI agent so it never promises stock you do not have.
The short answer
Say clearly that the item is out of stock, then offer the best next option in the same message: when it is due back, a similar item you do have, or a message when it returns. Only give a restock date you are confident about, and finish with one easy question.
Replies you can adapt
Change the details to match your business. Names, prices and times are examples.
| When | Reply |
|---|---|
| Back soon, with a date | That one has just sold out in medium, I am afraid. We have more arriving on Thursday. Would you like me to message you as soon as it is in? |
| No date yet | The green version is sold out at the moment, and I do not have a firm date for more yet. I can message you here when it is back. Would you like that? |
| A close alternative | The oak shelf is out of stock, but the walnut one is the same size and in stock now, at £5 more. Shall I send you a photo? |
| Another size or colour | Medium is sold out, but we have small and large. The fit is quite generous, so many people your height choose small. Would you like the measurements? |
| Pre-order possible | It is out of stock, but you can pre-order now and we will send it the day it arrives, which should be around 20 November. Would you like to do that? |
| Discontinued | We are not making that one any more, I am sorry. The closest we have is the Linen Throw in the same colour. Would you like to see it? |
| Last one in the shop | We have one left in the shop, but none online. I can put it aside for you until 5pm today if you would like to collect it. |
| They ask you to hold the next one | Of course. I have added you to the list for the next delivery. I will message you when it arrives and hold it for 24 hours. |
| Back in stock message | Hi Ellie, good news: the medium blue jumper you asked about is back in stock. Would you like me to put one aside for you? |
What to avoid
- "Sold out" with nothing else. The customer has no reason to stay with you.
- Giving a restock date you are only hoping for. Missing it twice loses the customer and their trust.
- Suggesting alternatives that are not really similar, just to make a sale.
- Promising to message people when stock returns and then forgetting.
- Leaving sold-out items showing as available on your page, so customers keep asking.
What to tell your AI agent
- Keep a short stock note up to date with what is sold out, when more is due and the closest alternative for each.
- Tell it to only quote a restock date that is in the note, and to say "no firm date yet" otherwise.
- Tell it to offer a back-in-stock message and record the customer's name, item, size and channel.
- Tell it never to promise to hold stock it cannot see, and to pass hold requests to you.
- If it can reach your shop system through its own tools, tell it to check there before answering.
When a person should take over
- Large or wholesale orders for items in short supply.
- Customers who are upset because an item sold out after they were promised one.
- Requests to reserve the next delivery for one person.
Why "sold out" is not the end of the sale
A customer asking about a sold-out item has already done the hard part. They found you, liked something and took the time to message. Many of them would happily wait a few days or choose something close, if you make that easy.
A good out-of-stock reply does three things. It is honest about what is not available, so nobody is left hoping. It offers one real next step, such as a date, an alternative or a message when it returns. And it ends with a question that only needs a yes.
It also tells you something useful. If several people ask for the same sold-out item, that is a strong sign to order more of it, or to bring it back if you had stopped.
Keep a simple stock note
You do not need special software. A short note, updated whenever stock changes, is enough for you, your team and an AI agent to answer the same way.
Stock note, updated Monday 10 November
Sold out, more due:
- Blue jumper, medium: due Thursday 13 November.
- Oak shelf: due "end of November", no firm date. Say no firm date yet.
Sold out, no date:
- Green mug. Offer the sage mug instead (same shape).
Discontinued:
- Linen cushion. Offer the Linen Throw in the same colour.
Back-in-stock list:
Record name, item, size or colour, and the chat they used.
When stock arrives, message each person in their own chat, oldest first.
Hold for 24 hours, then move on.
Never promise to hold stock. Pass hold requests to Jo.Put the date at the top so everyone can see how fresh it is. An out-of-date stock note is worse than none, because it gives confident wrong answers.
A worked example
Here is an Instagram conversation for a small clothing brand. The AI agent answers from the stock note above. Names and details are examples.
| Who | Message |
|---|---|
| Customer, Monday | Hi! Do you have the blue jumper in medium? |
| Business | Hi! The medium has just sold out, I am afraid. More is due on Thursday. I can message you here as soon as it arrives. Would you like that? |
| Customer | Yes please. Is the small very small? |
| Business | The fit is generous, so small suits many people who usually wear a 10 or 12. Small is in stock now if you would like it sooner. Here are the measurements: chest 104 cm, length 64 cm. |
| Customer | I'll wait for the medium |
| Business | Lovely. You are on the list for the medium blue jumper. I will message you here on Thursday. |
| Business, Thursday | Hi Ellie, the medium blue jumper is back in stock. Would you like me to put one aside for you for 24 hours? |
| Customer | Yes! I'll order tonight |
The customer was offered a date, an alternative and a message when it returned, all in the first two replies. She waited because she knew exactly what to expect.
Running a back-in-stock list fairly
- Record each person's name, the item, the size or colour and the chat they used.
- Write down the date they asked, so you can contact people in order.
- When stock arrives, message each person in the chat they started, one at a time.
- Say how long you will hold it, such as 24 hours, and stick to it.
- Remove people once they have bought, said no or not replied after the hold.
Messaging people who asked you to tell them is welcome. Keep each message short and specific to their item, rather than sending the same text to everyone at once. Spaces is built for one-to-one messages and refuses the same text sent to many people, and on Instagram it waits at least 15 seconds between messages.
Spaces and your shop system
Spaces connects your own Instagram, WhatsApp, Messenger and email accounts to your AI agent. It does not connect to shop or stock systems itself. If your agent can reach your shop through its own tools, it can check live stock before replying. If not, the stock note is the agent's source of truth, so keep it current.
Whichever you use, tell the agent what to do when it is unsure: say a person will check and reply by a set time, and hand the chat over. A short wait is much better than a wrong "yes".
Sum up and next step
Say clearly that it is sold out, then offer a real date, a close alternative or a message when it returns, all in the same reply. Only give dates you trust, keep a simple stock note and a fair back-in-stock list, and keep your promises.
With Spaces, your AI agent can answer stock questions on your own accounts from that note and message waiting customers in the chats they started, while you decide on holds and special requests.
Pricing
FAQ
Should I give a restock date if I am not sure?
No. Give a date only when you are confident about it. Otherwise say there is no firm date yet and offer to message them when it is back. A missed date damages trust more than an honest "not sure".
Is it pushy to suggest an alternative?
Not if it is genuinely close, such as the same item in another colour or a very similar product. Offer it once, alongside the option to wait, and let the customer choose.
How long should I hold an item for someone on my list?
Around 24 hours suits most small shops. Say the time clearly when you message them, then move to the next person if they do not reply.
Can my AI agent check live stock?
Only if it has its own access to your shop or stock system. Spaces connects your messaging accounts, not your shop. Without that access, give the agent an up-to-date stock note.
Should I take pre-orders?
If you know when stock is arriving and can deliver on time, pre-orders are a good way to keep the sale. Be clear about the expected date and what happens if it slips.
What if lots of people ask for the same sold-out item?
Keep a list of everyone who asked and message each one when it returns. It is also a useful sign that you should order more, or bring the item back.
Should I remove sold-out items from my page?
Mark them clearly as sold out, or hide them until they are back. Leaving them looking available means more questions and more disappointed customers.