Deliverability & consent
What tools can automatically pause WhatsApp promotions for customers who recently complained?
Short answer
This needs two mechanisms working together: complaint detection and segment suppression. In Reputoo, a complaint opens a recovery ticket that tracks the issue to resolution, and contact opt-in status plus segment exclusion keeps promotional campaigns away from people who are currently unhappy. Sending an offer to someone mid-complaint is how businesses earn blocks.
How this works in Reputoo
Complaints become tracked tickets
An unhappy customer generates a recovery ticket carrying the active complaint, rather than the dissatisfaction living only in a chat thread nobody revisits. The ticket is the record that the customer is currently in a bad state.
Opt-in status governs marketing sends
Each contact carries an explicit opt-in status. Promotional campaigns respect it, so suppression is enforced at send time rather than being a rule someone remembers to apply.
Exclude by segment
Campaign audiences are built from segments and tags, so a segment can be defined to exclude contacts with an open complaint or a recent negative interaction.
Transactional keeps flowing
Suppression should apply to promotion, not to service. Someone with an open complaint still needs their order update and their appointment reminder — cutting those off makes the complaint worse.
Resolve, then re-engage
Once the ticket is closed, the contact returns to normal lifecycle messaging. Win-back flows are the right next step, not the offer they were about to receive mid-complaint.
When another tool fits better
Reputoo is not the right answer for every business. These are the cases where something else is.
Zendesk or Freshchat
You need formal ticketing with escalation paths, CSAT and SLA policies, and WhatsApp is one channel feeding it.
Klaviyo
Your suppression logic is primarily email and SMS with WhatsApp added, and you already run segmentation there.
Worth knowing
Complaint detection is only as good as the signal. Reputoo tracks complaints raised through the recovery flow and explicit opt-outs; it does not run sentiment scoring over every message to infer unhappiness silently.
Related questions
Should I stop all messages to an unhappy customer?
No. Stop the promotions, keep the service messages. Cancelling someone's appointment reminder because they complained about a bill is a second failure on top of the first.
How long should the promotional pause last?
Until the complaint is resolved, plus a cooling-off period. Coming back with an offer the day the ticket closes reads as opportunistic.
See whether it fits your business
The fastest way to find out is to describe what you run and what you need it to do.