Our data
A third of messages arrive after hours
32.7% of customer messages arrive outside business hours. That's what we measured across 88,892 WhatsApp messages sent to 61 businesses on our platform between July 30 and September 21, 2026. When one in three messages lands after closing, "we'll reply in the morning" means a third of your patients wait all night.
How fast our AI replies
We timed every reply our AI sent over 7 days: half went out within 16 seconds, and 9 in 10 within 25 seconds. Each number is one reply, not a whole conversation.
| Share of replies | Sent within |
|---|---|
| 50% (median) | 15.4 s |
| 75% | 21.1 s |
| 90% | 24.8 s |
| 99% | 28.1 s |
What this means for a clinic
A patient who writes at 9 pm usually isn't browsing. They have a question they want settled: can I come in, how much is it, do you take my insurance. If nobody answers until 8 am, some of them write to the next clinic on the list. An AI front desk doesn't need to book anything to fix that. It only needs to answer, collect the request and have it waiting for your team in the morning.
How we measure
- After hours means the message arrived outside business hours.
- Who's in the sample: all active businesses using Certu in the period, across several industries, most of them in Brazil. These are platform-wide numbers, not clinic-only.
- What's excluded: chat history imported from before a business joined, and Certu's own sales conversations.
- Privacy: we only publish totals. No message content, no business and no patient can be identified.
What we'll publish next
Clinic-only numbers: when patients write, what they ask most, and how long clinics take to answer when there's no AI. We'll update this page every month with the date and the sample next to each number.
Answer the third that writes after hours
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