I am afraid a first-time customer will go unanswered

In a busy business, the most expensive message to miss is the one from someone contacting you for the first time. They do not know you yet, they are comparing options, and if the wait is long they simply go elsewhere. WACO watches for this on your behalf.

How it works

• A new number messages your business. New meaning they have never messaged before and are not in your contact book.
• If 10 minutes pass with no reply from your team, whether from the dashboard, the API, or the WhatsApp app on the phone for numbers in coexistence mode, we send a WhatsApp alert to the account owner carrying the customer name and number.
• The alert fires once per new customer. It is not an alarm that keeps ringing, and an existing customer saying hello triggers nothing at all.

Why only new customers?

Because that is the moment that decides things. An existing customer replying "ok thanks" does not need to wake anyone. If every message raised an alert, the alerts would be ignored within a week and the important ones would sink with the rest. One alert that always means something beats ten that usually do not.

Getting the most from it

• Pair it with the AI Operator or with an automatic greeting (the Assistant page, free) so a new customer feels received even before your team gets there.
• Import your existing customers into the contact book. The more complete it is, the more accurate the "new customer" detection becomes.