Customer who went quiet
Message for a customer who went quiet: 12 templates to restart the conversation
Quick answer
What should you send a customer who went quiet?
Send a short message that reminds them of what was left open and gives them a reason to reply: a question you can answer, some news or an open time slot. Don't demand a reply, don't repeat it every week and accept a no. After two or three tries with no reply, stop.
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. Create my agent
Messages for people who stopped replying, sorted by how much time has passed and what was left open: quote, cart or appointment time. Copy them and replace what is in brackets.
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See the 30 automatic message templates for customers, grouped by moment.
Summary in 7 facts
- Messages for people who stopped replying, sorted by how much time has passed and what was left open: quote, cart or appointment time.
- Send a short message that reminds them of what was left open and gives them a reason to reply: a question you can answer, some news or an open time slot.
- Don't demand a reply, don't repeat it every week and accept a no.
- Swipe the table sideways to see all the columns.
- One week: stalled conversation The conversation stopped halfway.
- Quote: two days later The quote went out and no reply came back.
- What makes the person reply instead of archiving the chat.
By the numbers
| Number | What it means |
|---|---|
| 30 templates | See the 30 automatic message templates for customers, grouped by moment. |
| 24 hours | On the official WhatsApp connection, a message the business starts after 24 hours without a conversation must be a template approved by Meta, and Meta charges for it. |
How long to wait and what to send
A rhythm that reminds without bothering.
| Time without a reply | What to send | What to avoid |
|---|---|---|
| 2 to 7 days | A question about what was left open | "Hi, did you disappear?" |
| 30 days | News or an honest question | A discount you can't give |
| 90 days | A reminder to repeat the service, or a reconnect | Pretending the conversation was yesterday |
| After 3 tries | Nothing: stop | Sending again every week |
Swipe the table sideways to see all the columns.
Message for a customer who went quiet, by time without a reply
One week: stalled conversation
The conversation stopped halfway.
Oi, [Nome]! A gente estava conversando sobre [assunto] semana passada e a conversa parou. Ainda faz sentido pra você?
now ✓✓One week: offering help
When the person had a question.
Oi, [Nome], tudo bem? Fiquei pensando na sua dúvida sobre [assunto] e separei [uma foto, um exemplo ou uma opção mais em conta]. Quer ver?
now ✓✓One month: with news
When something arrived that fits what they were looking for.
Oi, [Nome]! Faz um mês que a gente se falou. Chegou [novidade] e achei que você ia gostar de saber primeiro. Quer que eu te mande?
now ✓✓One month: honest question
When you want to know if it is still worth following up.
Oi, [Nome]. Você chegou a resolver [assunto]? Se já resolveu com outra pessoa, tudo bem, me conta só para eu saber. Se não, continuo por aqui.
now ✓✓Three months: time to repeat
A service with a cycle, like a checkup, a cleaning or a haircut.
Oi, [Nome]! Já faz uns três meses desde o seu último [serviço]. Normalmente é a hora de [fazer de novo ou revisar]. Quer que eu veja um horário?
now ✓✓Three months: reconnecting
A good customer who hasn't shown up since.
Oi, [Nome], aqui é [seu nome], da [Empresa]. Faz tempo! Só queria saber como você está e se posso ajudar em alguma coisa.
now ✓✓
Message for a customer who went quiet, by what was left open
Quote: two days later
The quote went out and no reply came back.
Oi, [Nome]! Conseguiu olhar o orçamento de [serviço]? Se quiser, posso te explicar item por item numa ligação rápida.
now ✓✓Quote: with a deadline
Only if the deadline is real.
Oi, [Nome]. O orçamento que te mandei vale até [data], porque depois disso [o preço do material muda ou a agenda fecha]. Quer que eu reserve?
now ✓✓Abandoned cart
A few hours after the person leaves the cart.
Oi, [Nome]! Vi que você deixou [produto] no carrinho da loja. Ficou alguma dúvida sobre tamanho, frete ou pagamento? Posso te ajudar por aqui.
now ✓✓Cart: last notice
The next day, and only if stock is really low.
Oi, [Nome]. O [produto] que você separou ainda está disponível, mas sobraram poucas unidades. Se quiser, o link para finalizar é este: [link].
now ✓✓Asked but didn't book
A few days after the question.
Oi, [Nome]! Você me perguntou sobre [serviço] há alguns dias. Ficou alguma dúvida segurando a decisão? Pode perguntar sem compromisso.
now ✓✓Follow-up that didn't happen
When the agreed follow-up date has passed.
Oi, [Nome]. O seu retorno estava previsto para [mês]. Quer que eu veja um horário para você esta semana ou na próxima?
now ✓✓
Three rules for messaging a customer who went quiet
What makes the person reply instead of archiving the chat.
Remind them of what was left open
The person talked to several businesses. Say which topic you are talking about in the first line.
Bring a new reason
A question you can answer, a photo, some news or a time slot. "Hey, did you disappear?" is not a reason.
Know when to stop
Two or three tries, with space between them. On the last one, say it is the last one.
See how it looks in your industry
Each industry gets different questions on WhatsApp. Pick yours to see how CertuAI's AI serves that kind of customer.
How not to forget anyone
The hard part with a customer who went quiet is not writing the message, it is remembering to send it.
Tag the ones who went quiet
In WhatsApp Business, create labels like Quote sent and No reply, and tag each conversation.
Set aside one time slot per week
Open the No reply label and send the right message to each person, based on how much time has passed.
Take off the list anyone who replied
And also anyone who said they don't want to hear from you anymore. Messaging that person again is asking to be blocked.
Automate the reminder
With your number connected to a system, the follow-up goes out on its own after the number of days you choose.
Can I message someone who didn't reply?
For someone who talked to you and left a topic open, yes, with good judgment: one message with a reason, not a sequence. For someone who never talked to you, no: messaging people who didn't ask for it goes against WhatsApp's rules and can get your number banned.
On the official WhatsApp connection, a message the business starts after 24 hours without a conversation must be a template approved by Meta, and Meta charges for it. A follow-up with an offer usually counts as marketing, the most expensive category. The rates are in WhatsApp will charge per message.
The other messages are in the list of automatic messages for customers. And if the customer went quiet because they wrote at night and nobody answered, the fix starts earlier, with the business hours message. When the silence started with a night message that went unanswered, an AI WhatsApp chatbot replies right away and the conversation doesn't go cold.
Frequently asked questions
What should you say to a customer who went quiet?
Remind them of the topic that was left open and give them a reason to reply, like a question you can answer or an open time slot. A short question at the end makes it easier for the person to answer.
How long should you wait before messaging someone who didn't reply?
Two or three days for a quote and a week for a stalled conversation. After that, a month and three months. Any sooner than that feels like a collection notice.
How do you message a customer who went quiet without being annoying?
Bring something new in every message, accept a no and say when it is the last try.
How many times can I try?
Two or three times, with space between them. After that, stop.
Does offering a discount to bring the customer back work?
Sometimes, but it teaches the customer to go quiet to get a discount. Try an honest question or some news first.
Can I message a customer who hasn't talked to me in a year?
If they bought from you and agreed to receive messages, once, with a reason. If they never agreed or asked you to stop, don't send it.
Where to go next?
AI talks again to the people who went quiet, at the right time and in your tone
With CertuAI, the follow-up goes out on its own after the number of days you choose, with the text you wrote or with AI writing it from the goal you gave. Anyone who replies is answered right away, at any hour of the day.
From US$ 75 per month.
Create my agentOi, [Nome]! A gente estava conversando sobre [assunto] semana passada e a conversa parou. Ainda faz sentido pra você?now ✓✓
This is the first message on this page, sent by the AI in your tone, with nobody at the counter.
In short
What should you send a customer who went quiet? Send a short message that reminds them of what was left open and gives them a reason to reply: a question you can answer, some news or an open time slot. Don't demand a reply, don't repeat it every week and accept a no. After two or three tries with no reply, stop.
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. Create my agent