When SMS is better, when WhatsApp is better and how to combine them by message type.
SMS and WhatsApp solve different needs. SMS stands out for its universal reach and reliability for critical messages; WhatsApp allows richer, more interactive conversations.
When SMS is better
- Critical messages that must arrive (codes, alerts).
- Contacts without internet or without the app.
- Short, direct notifications.
When WhatsApp is better
- Customer service conversations.
- Rich content or button messages.
- Close, two-way follow-up.
Combining both
Many companies use both channels: SMS for the critical, WhatsApp for the conversation. The key is sending each message through the right channel, something that can be automated with simple rules.
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Last updated: January 19, 2025