Inbox & follow-ups·Beginner2 min read

Recognize new vs returning customers

The 'New prospect' and 'Returning' badges in the inbox — what they mean, why first impressions matter, and how to treat each.

In this guide

The two badges
Why it matters
How to use it
See also

Not every message deserves the same energy. A brand-new prospect sizing you up needs a different touch than a regular who already trusts you. Yesoma labels each conversation so you can read the room before you reply.

The two badges

In the inbox preview, a conversation can carry a small badge:

New prospect (green): this is someone Yesoma has not seen before. It is very likely a first contact, a fresh chance to win a customer.
Returning: this person has reached you before. They already know you; this is a relationship, not a cold lead.

If there is no badge, it is simply an ongoing conversation with someone already in your books.

Why it matters

First impressions are decisive for new prospects. They are often messaging two or three businesses at once and deciding who feels responsive, clear, and trustworthy. A fast, warm, specific reply to a New prospect is the cheapest marketing you will ever do.

A Returning customer is a different (and easier) win. They have chosen you before, so you can be warmer and more direct, reference their history, and skip the "here is who we are" preamble.

How to use it

Treat New prospect messages with extra care: reply quickly, answer the actual question, and make the next step obvious (a quote, a time, a link).
For Returning customers, lean on the relationship. Yesoma can also reopen and recognize them automatically when they come back, so their history is right there. See Auto-reopen for returning customers.

Recognize new vs returning customers

The two badges

Why it matters

How to use it

See also