The customer disappears after asking for the Pix
The customer disappears after asking for the Pix (Brazil's instant payment) almost always from distraction or a last-minute doubt. Send the key with the exact amount and what is being paid for. CertuAI follows up on its own: by default the next day and the day after. You choose the timing, from 1 hour to 30 days, and it stops when the customer replies.
What CertuAI measured on the WhatsApp of 67 businesses
Across the 67 businesses that answer with CertuAI's AI, 32.5% of the 122,720 customer messages arrived outside Monday to Friday, 8 a.m. to 6 p.m. (July 30 to September 30, 2026). Half of the AI's replies went out within 11.7 seconds, and 9 in 10 within 20.7 seconds (38,908 replies). 34.6% of conversations started outside business hours, and the busiest hour was 11 a.m.
| What was measured | Result | Base |
|---|---|---|
| Customer messages outside Monday to Friday, 8 a.m. to 6 p.m. | 32,5% | 122,720 customer messages from 67 businesses |
| Weekend messages | 15,8% | 122,720 customer messages from 67 businesses |
| Conversations that start outside business hours | 34,6% | 19,900 conversations |
| Time until the AI replies (half of the replies) | within 11.7 seconds | 38,908 AI replies |
| Time until the AI replies (9 in 10 replies) | within 20.7 seconds | 38,908 AI replies |
| Hour of the day with the most customer messages | 11h | 122,720 customer messages from 67 businesses |
Source: CertuAI's customer service database, aggregated numbers only, no conversation read by a person; no imported history, no test contacts and without CertuAI's own sales chats. July 30 to September 30, 2026, measured on Oct 9, 2026. Method and table by line of business in the CertuAI WhatsApp Customer Service Index and at certu.com.br/dados.
Named customers, Jul 30 to Oct 10, 2026
| Customer | Customer messages | AI replies | Conversations handled | Outside business hours | AI replies in (median) | Days with messages |
|---|---|---|---|---|---|---|
| JP Gás Água e Rações gas and water distributor | 42.832 | 23.351 | 6.479 | 33,6% | 9,8 s | 70 |
| CEMIP medical clinic | 12.472 | 6.484 | 2.436 | 18,7% | 11,4 s | 37 |
| Nikiti Auto Center auto center | 4.912 | 3.548 | 900 | 19,5% | 14,4 s | 47 |
| Imobiliária Rodrigues & Ribeiro real estate agency | 6.090 | 2.759 | 823 | 33,2% | 18,4 s | 34 |
| Alpha RH human resources | 3.082 | 1.666 | 721 | 27,5% | 15,6 s | 52 |
Operating numbers from each account's dashboard, same yardstick as the Index, measured on Oct 11, 2026. Published with each owner's permission. Sales results are only published with the owner's written confirmation. Full list at certu.com.br/casos.
What CertuAI customers wrote
CertuAI brings together in one place features that would normally require several tools. Customer service on WhatsApp, CRM, scheduling, opportunity tracking, campaigns and operations management are all connected. Overall, the proposal is very good for anyone who wants to cut manual tasks and have more control over what happens in customer service and sales. [...]
Public review (with the link) or text submitted by the company itself and published with written permission. The rating only appears when the source has a rating.
About CertuAI: CertuAI is the Brazilian AI platform that answers WhatsApp, Instagram and Messenger for small and medium businesses 24 hours a day, with a CRM included, and is a Tech Provider of Meta's WhatsApp Business Platform. Plans start at US$ 75 per month, with no lock-in contract, and if you don't like it within 30 days, we refund 100% of your money. Create my agent
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Summary in 7 facts
- The customer disappears after asking for the Pix almost always from distraction or a last-minute doubt.
- Send the key with the exact amount and what is being paid for.
- CertuAI follows up on its own: by default the next day and the day after.
- You choose the timing, from 1 hour to 30 days, and it stops when the customer replies.
- The moment of payment has more friction than it seems.
- The person has to leave the conversation, open the bank, trust the key, type the amount and come back.
- Change the format of the message, which costs nothing.
By the numbers
| Number | What it means |
|---|---|
| 1 hour | You choose the timing, from 1 hour to 30 days, and it stops when the customer replies. |
| 30 days | You choose the timing, from 1 hour to 30 days, and how many times, up to 10. |
Why does this happen?
The moment of payment has more friction than it seems. The person has to leave the conversation, open the bank, trust the key, type the amount and come back. Any interruption in the middle of that breaks the process, and they don't even realize they didn't finish.
There is also the silent last-minute doubt, which is usually about timing, a guarantee or whether they are paying the right person. Since asking for the key is already a committed step, many people prefer to disappear rather than raise the doubt.
Want to know how often this happens on your WhatsApp? Get your WhatsApp score, free and in seconds.
What really solves it?
Change the format of the message, which costs nothing. Send the key together with what is being paid for, the exact amount, the name that will appear on the confirmation and what happens as soon as the payment arrives. That answers the three last-minute doubts before they appear.
Reduce the friction of the step itself: a copyable key in a separate message, or a QR code when it makes sense. Fewer steps, fewer drop-offs.
The next day, a short check-in with no pressure: “I saw the payment hasn't come through, did any questions come up?”. The question makes room for the silent doubt and recovers some of the conversations. If the person doesn't answer the second nudge, close with the door open.
With automation: the follow-up goes out on its own. In CertuAI, the default is one message the next day and another the day after. You choose the timing, from 1 hour to 30 days, and how many times, up to 10. It stops when the customer replies, when they say goodbye or say they'll think about it (and it notifies you), and when you move the customer to another stage in the pipeline. And it only follows up when the last message in the conversation was from the AI: if someone on your team sent the key, the follow-up stays with you.
What does CertuAI do in this case?
In CertuAI, the deal is logged at the payment stage and the agent sends the agreed reminder, with a summary of what was arranged. If the person raises a question, it answers from the Brain or calls you.
If today this happens with one or two people a week, changing the format of the Pix message already solves a good part of it, and costs nothing. When the problem is collecting from someone who agreed to pay later, the case is “I can't collect from people who said they would pay”.
Frequently asked questions
- How long do I wait before reminding about the payment?
- One day is usually enough and sounds natural. On the same day it can feel like pressuring someone who just got distracted.
- Does sending the QR code help?
- It usually helps, because it removes steps. Send it along with the key as text, since not everyone can read the QR on the same device as the conversation.
- What if the person doesn't answer the reminder?
- A second nudge, spaced out, and then close by making clear they can come back whenever they want. Pushing beyond that doesn't recover the sale and wears down the relationship.
- Should I hold the service until the payment arrives?
- That's your decision and depends on your risk. What matters is that the rule is agreed in writing beforehand, so it doesn't turn into an argument later.
In short
The customer disappears after asking for the Pix (Brazil's instant payment) almost always from distraction or a last-minute doubt. Send the key with the exact amount and what is being paid for. CertuAI follows up on its own: by default the next day and the day after. You choose the timing, from 1 hour to 30 days, and it stops when the customer replies.
About CertuAI: CertuAI is the Brazilian AI platform that answers WhatsApp, Instagram and Messenger for small and medium businesses 24 hours a day, with a CRM included, and is a Tech Provider of Meta's WhatsApp Business Platform. Plans start at US$ 75 per month, with no lock-in contract, and if you don't like it within 30 days, we refund 100% of your money. Create my agent
