Messaging etiquette and response expectations

Use these guidelines to keep conversations clear, safe, and respectful on Tryypa. They apply to both owners and sitters unless a section says otherwise.

Tawfiekallah Osman

• 3 min read

At a glance

  • Reply within 24 hours for new inquiries. Aim for 3 hours when actively coordinating.
  • Confirm the basics in writing: dates, location, pet needs, house rules, and next steps.
  • Stay respectful and clear: short paragraphs, bullets, and a calm tone.
  • Keep key decisions on-platform so there is a record.
  • Protect privacy and safety: avoid sharing IDs, financial details, keys, or access codes in chat.

Key definitions

  • On-platform: messages sent through Tryypa chat, which creates a record for support if needed.
  • Active coordination: time-sensitive planning such as shortlisting, Q&A, and confirming a sit.
  • Confirmation summary: a single message that restates final dates, logistics, and responsibilities.

Core principles

How fast should I reply on Tryypa?

  • Be timely
    • Aim to reply within 24 hours.
    • During active coordination, target within 3 hours.
    • If you need more time, send a quick acknowledgement and say when you’ll follow up.

How do I write clear messages?

  • Be clear and concise
    • Use short paragraphs and bullets.
    • Confirm dates, location, pet details, and expectations explicitly.

How should I handle tone and respect?

  • Be respectful
    • Assume good intent.
    • Avoid slang that could be misread, sarcasm, and ALL CAPS.

Should I move the conversation off-platform?

  • Keep it on-platform
    • Share sensitive information (address, phone) only after mutual interest is established.
    • Avoid moving to private channels until a sit is confirmed. Once confirmed, we recommend creating a WhatsApp group for easier coordination.

What should I never share in chat?

  • Protect safety and privacy
    • Don’t send IDs or financial details over chat.
    • Never share access codes until the sit is confirmed.

What if I’m not proceeding with a sit?

  • Close the loop
    • If plans change or you’re not proceeding, say so promptly and kindly.
  • New inquiry: within 24 hours
  • Active coordination (shortlisting, Q&A, confirming): within 6 hours
  • Day-of-travel or in-sit logistics: within 2 hours when online, otherwise set expectations in advance
  • After-sit wrap-up: within 48 hours

Tip: If you’ll be offline, set expectations in advance and add an availability note to your profile or first message.

Message structure templates

What should my first message include? (Sitter → Owner)

  • Greeting + why you’re a fit
  • Dates and flexibility
  • Relevant experience with similar pets/homes
  • 2–3 tailored questions after reading the listing
  • Polite close with availability for a call

What should my first message include? (Owner → Sitter)

  • Thank them for their interest
  • Reconfirm key dates, location, pet routine
  • House rules highlights and expectations
  • Next step: propose times for a call or request additional info

What should I include in a confirmation summary?

  • Confirm dates, arrival/departure windows
  • Pet care basics, medications, and emergency contacts
  • Home access, Wi‑Fi, parking, and chores
  • Any reimbursements or expenses policy
  • Clear “Next step” and who does what by when

Tone and style

  • Warm, straightforward, and specific
  • Use positive language: “Could you share…” rather than “You didn’t include…”
  • Mirror the other person’s level of formality, but avoid slang or jokes that could misfire across cultures

Do and don’t examples

  • Do
    • Ask clarifying questions before confirming.
    • Use bullet points for logistics.
    • Confirm decisions and next steps in writing.
  • Don’t
    • Ghost after calls.
    • Pressure for off-platform payment or swaps.
    • Share keys or codes before confirmation.

Managing delays or declines

  • If delayed: “Thanks for the message — I’m away from my keyboard until <date/time>. I’ll reply by <time>.”
  • If declining: “Thanks so much for your interest. We’re moving forward with another match this time, but appreciate you reaching out. Wishing you great future sits.”

Safety and escalation

  • Keep all key decisions and summaries in the platform chat.
  • Report suspicious behavior or requests for off-platform payment.
  • For emergencies, contact local services first, then use the platform’s support channels.

Quick checklist before confirming

  • Dates, arrival and departure windows agreed
  • Pet care details, meds, vet info exchanged
  • Home access, Wi‑Fi, parking, waste and cleaning covered
  • House rules, visitors, smoking, and noise clarified
  • Expenses and reimbursements policy clear
  • Backup contact and emergency plan noted

FAQ

What if someone doesn’t reply?

Send one polite follow-up after 24–48 hours. If no response, move on.

Is it okay to share phone numbers?

Yes, once there’s mutual interest, but keep final confirmation on-platform.

How formal should I be?

Friendly and professional works best. Prioritize clarity over charm.

One-message starter kits

  • Owner → sitter
    • “Thanks for your message about <dates>. Quick details: pets <names>, routine <high level>, access <method>. Could we do a 15-min call on <options>? Happy to share our Welcome Guide after the call.”
  • Sitter → owner
    • “Loved your listing for <dates>. I’ve cared for <similar pet/context>. I’m available <dates> with arrival around <time>. A few questions: <1–3>. Open to a quick call on <options>?”