Business Texting in French in Quebec: Best Practices

Why the Language of Your Texts Matters So Much

A business text is often the very first written contact between your business and a new customer. They haven't seen your work yet or met your team. What they see is a few lines on their screen. If those lines are clear, polite and well written, they naturally form a positive image of your business. If they're confusing or full of abbreviations, they may wonder who they're dealing with.

In Quebec, language also has a particular dimension. Many customers appreciate being written to in a natural French that sounds like them, without being stiff. It's not about writing like an official report. It's about finding the right tone: that of an approachable professional who takes the time to write properly out of respect for the person on the other end.

Finally, a well-written text avoids misunderstandings. A poorly stated time, an ambiguous price or a sentence with a double meaning can lead to a missed appointment or a disputed invoice. A few good habits are enough to avoid most of these situations.

What the Law Says About French in Business Communications

Quebec's Charter of the French Language recognizes consumers' right to be informed and served in French. Bill 96, adopted in 2022, amended the Charter and strengthened several of businesses' French language obligations. In practical terms, for a small business communicating with its customers, the basic rule is simple: your communications with customers must be available in French.

That doesn't stop you from replying in English to a customer who writes to you in English. What matters is that French is offered and isn't pushed into the background in your standard messages. For example, an automatic text sent to everyone who calls should at least be in French, with an English version added if you like.

The precise rules vary depending on the size of the business, the industry and the type of document. This guide doesn't replace legal advice. To learn your exact obligations, the Office québécois de la langue française (OQLF) provides information for businesses, and a legal advisor can help if needed.

Formal or Informal "You": How to Choose

In Quebec, the informal "tu" is very common, including in some businesses. Still, with a customer you don't know yet, the formal "vous" remains the safest choice. It isn't cold: "Bonjour, merci de votre appel!" is just as warm as "Salut, merci de ton appel!", but it won't put off an older or more formal person.

A good rule is to start with "vous" and then follow the customer's lead. If they spontaneously use "tu" and the relationship lends itself to it, you can switch to "tu" without any problem. The reverse is trickier: switching from "tu" to "vous" mid-conversation can feel distant. So it's better to start politely.

Some businesses make a deliberate choice to use "tu" with all their customers, for example a hair salon or a boutique aimed at a younger clientele. That's perfectly legitimate, as long as the choice is consistent everywhere: on your website, on social media and in your texts. What feels off is mostly mixing the two in the same message.

• New customer: "vous" by default.
• Long-time customer who uses "tu" with you: you can use "tu" in return.
• Automatic text sent to everyone: "vous", to suit every type of customer.
• Deliberate brand choice: "tu" is possible, but applied the same way everywhere.

Writing Clearly: Spelling, Accents and Length

Nobody expects a plumber or a massage therapist to write like an author. But a few very visible mistakes in a short message can draw more attention than the content. Before sending an important text, take three seconds to reread it. Your phone's spell checker helps too, as long as it's set to French.

Keep the accents. An "a" instead of "à", or "ou" instead of "où", can change the meaning of a sentence. Accents are part of French and your customers notice when they're missing. Be aware, however, that some accented characters, such as "ê" or "ç", force the phone to use a different encoding. Each text segment then drops from 160 to about 70 characters, and a long message may be split into several parts. The solution isn't to remove accents, but to write short messages.

Avoid the shorthand you'd use with friends, like "slt", "tkt", "jsp" or "pk". It gives an impression of carelessness and isn't understood by everyone. A few common abbreviations remain acceptable, like "SVP" or "Merci!", but when in doubt, write the full word.

• Reread every text before sending it, especially if it includes a date, a time or a price.
• Set your phone's spell checker and keyboard to French.
• Keep the accents, even if it makes the message a little longer.
• Aim for messages of two or three short sentences.
• Avoid casual abbreviations and messages written in all caps.

Common Anglicisms to Watch For

The French spoken in Quebec is rich and lively, and nobody is asking you to eliminate every colloquial expression. But in writing, in a business context, some very common anglicisms can easily be replaced with French words that sound just as natural. It's a small effort that makes your messages more professional without making them stiff.

Here are a few frequent examples in small business texts. The OQLF's Banque de dépannage linguistique, available free online, is an excellent resource for checking a word when you're unsure.

• "Céduler un rendez-vous" (to schedule): say "fixer" or "planifier un rendez-vous" instead.
• "Canceller" (to cancel): say "annuler" instead.
• "Booker" (to book): say "réserver" instead.
• "Checker" (to check): say "vérifier" instead.
• "Confirmer back" or "revenir back": say "vous confirmer" or "vous revenir" instead.
• "ASAP": say "dès que possible" instead.
• "Pas de trouble" (no trouble): say "aucun problème" or "avec plaisir" instead.
• "Être en charge de" (to be in charge of): say "être responsable de" instead.

Times, Dates and Amounts: The Right Way to Write Them

Practical details are often the most important part of a business text. That's where a mistake costs the most: a customer who shows up at 2 a.m. instead of 2 p.m., or who thinks "500" means $500 taxes included. The OQLF offers simple rules for writing times, dates and sums of money in everyday French texts.

In French, you use the 24-hour clock and the symbol "h", with spaces around it. So you write "14 h 30" rather than "2:30 PM". For amounts, the dollar sign goes after the number, with a space: "450

• Time: "9 h", "14 h 30", "17 h 15" (not "2:30 PM" or "14h30" without spaces).
• Date: "jeudi 5 novembre" rather than "11/05", which can be read two ways.
• Amount: "450
  quot; with a space, and "taxes en sus" (plus taxes) or "taxes incluses" (taxes included).
• Time window: "entre 13 h et 15 h" rather than "en après-midi", if you can be precise.
• Address: civic number, street, city, and postal code if the customer doesn't know the area.

English-Speaking Customers: Replying in Both Languages

Depending on your region and your field, some of your customers may be English-speaking. It's entirely possible to serve these customers well while respecting the place of French. The simplest approach is to write your first message in French, with a short English version below, then continue the conversation in whichever language the customer chooses.

For an automatic text, this bilingual format works well: French comes first, English follows. Keep both versions short so the message stays readable. If the vast majority of your customers are French-speaking, a French-only message is also a perfectly reasonable choice.

When a customer writes to you in English, reply in English if you're comfortable. They'll appreciate the effort. If you're not, a simple and polite message in French works too. What matters is that the person feels heard.

Business Text Templates in French

Here are a few templates you can adapt to your business. They use the formal "vous", short sentences and a warm tone. Simply replace the items in brackets with your own information. An English translation follows each one for reference.

Feel free to modify them so they sound like you. A text that sounds like you, in your own words, will always be more convincing than a template copied word for word.

• After a missed call: "Bonjour, ici [Prénom] de [Entreprise]. Nous n'avons pas pu répondre à votre appel. Écrivez-nous ce dont vous avez besoin et nous vous revenons dès que possible." (Hi, this is [First name] from [Business]. We couldn't answer your call. Text us what you need and we'll get back to you as soon as possible.)
• Bilingual version: "Bonjour, ici [Entreprise]. Nous n'avons pas pu répondre, écrivez-nous ici! / Hi, this is [Business]. We couldn't pick up, feel free to text us here!"
• Appointment confirmation: "Bonjour [Prénom], votre rendez-vous est confirmé pour le jeudi 5 novembre à 14 h 30, au [adresse]. Répondez à ce message si vous avez besoin de le déplacer." (Hi [First name], your appointment is confirmed for Thursday, November 5 at 2:30 p.m. at [address]. Reply to this message if you need to reschedule.)
• Quote request: "Bonjour, merci pour votre demande. Pour vous préparer une soumission, pourriez-vous nous envoyer quelques photos et vos disponibilités pour une visite?" (Hi, thanks for your request. To prepare a quote, could you send us a few photos and your availability for a visit?)
• Running late: "Bonjour [Prénom], nous avons environ 20 minutes de retard sur l'horaire. Merci de votre patience, nous serons chez vous vers 10 h 20." (Hi [First name], we're running about 20 minutes behind schedule. Thanks for your patience, we'll be at your place around 10:20 a.m.)
• After hours: "Bonsoir, nos bureaux sont fermés pour aujourd'hui. Laissez-nous un message ici et nous vous répondrons demain matin." (Good evening, our office is closed for the day. Leave us a message here and we'll reply tomorrow morning.)

How Alloia Helps You Keep Your French Polished

When you're on a job site, with a patient or with a client, it's not the moment to write a perfect text. That's exactly when a message prepared in advance becomes valuable. With Alloia, when you miss a call, the caller automatically receives a text sent from your business's current number, thanks to conditional call forwarding.

You write that text yourself, once, with a clear head. You can take the time to choose your words, reread it, check your use of "vous" and add an English version if your customers need one. After that, every person who calls receives that polished message, even when both your hands are busy.

The rest of the conversation happens by text, in a single inbox. It's always you or your team replying to the customer, whenever you're available. Alloia doesn't replace anyone: the tool simply helps you leave no customer without a reply, with a first message that reflects how seriously you take your business.

FAQ: Business Texting in French

Do I have to write my texts in French? In Quebec, the Charter of the French Language recognizes consumers' right to be informed and served in French. Your standard messages should therefore be available in French. You can reply in English to a customer who writes to you in English. For a specific situation, check with the OQLF or a legal advisor.

Is using "tu" frowned upon? Not necessarily. With a new customer, "vous" remains the safer choice. If your brand has chosen "tu", apply it consistently everywhere.

Should I remove accents to save characters? No. Some accents reduce the maximum length of a text segment, but the best solution is to write short messages. A message without accents looks careless.

Can I use emojis? In moderation. A discreet emoji can make a message warmer with customers who know you, but avoid them in messages containing important information such as a price or a date.

How should I write a time in a French text? Use the 24-hour clock with the symbol "h": "9 h", "14 h 30". It's clearer and it's the form recommended by the OQLF.

Where can I check a word when I'm unsure? The OQLF's Banque de dépannage linguistique and Grand dictionnaire terminologique are free and available online. They're very useful for anglicisms and writing rules.