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SMS marketing means sending promotional or transactional text messages to customers outside WhatsApp — useful for reaching people who aren’t on WhatsApp, or as a backup channel when a WhatsApp message can’t be delivered.

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When to use SMS instead of (or alongside) WhatsApp

  • OTP messages — a login code, when the customer can’t receive WhatsApp right now.
  • Marketing SMS — for customers who opted into SMS but not WhatsApp.
  • Transactional SMS — order or appointment confirmations, as a backup to WhatsApp.
  • Notifications — internal alerts sent as SMS to a staff phone.

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Step 1: Connect an SMS gateway

Before sending anything, connect a gateway under Chatbot Manager → [your bot] → Integrations → SMS — a one-time technical setup:
SMS API modal with Profile Name, Auth ID, Auth Token, Sender/From fields and a provider list: Plivo, Twilio, Nexmo/Vonage, Clickatell, Africastalking, Esahal, HTTP Get, HTTP Post
Supported providers: Plivo, Twilio, Nexmo/Vonage, Clickatell, AfricasTalking, Esahal — or a generic HTTP GET/HTTP POST gateway for anything not natively listed. What you’ll need: SMS marketing only works if people actually want to receive it:
  • Only message customers who opted in to SMS — never message a number just because you have it.
  • Make it easy to opt out, and honor opt-outs immediately.
  • Keep your list clean — remove numbers that bounce or unsubscribe.

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Step 3: Write a message that fits SMS

SMS has real limits that WhatsApp doesn’t:
  • Keep it short — long messages get split into multiple SMS segments, which usually costs more per send.
  • Lead with the offer or reason for the message — SMS doesn’t have a preview image or template formatting to soften a wall of text.
  • Include your business name, since SMS doesn’t show a verified display name the way WhatsApp does.
Example: ChatSyncs Store: Flat 30% OFF today only. Reply STOP to opt out. Shop: mystore.com/sale

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Step 4: Send and monitor

Once your gateway is connected, send SMS the same way you’d trigger any other automation — through a bot flow, broadcast, or webhook action configured to use your SMS profile instead of WhatsApp. Watch delivery rates and opt-outs after your first send before scaling up to your full list.

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Frequently asked

No — SMS Integration is independent. It’s commonly used alongside WhatsApp, for customers who aren’t reachable there, or as a backup channel.
Connect an SMS gateway (Step 1 above) — nothing can send until a profile is configured with your provider’s credentials.
You shouldn’t — only message people who opted in to receive SMS from you. Unsolicited SMS marketing risks complaints and can violate your SMS provider’s own policies.
Long messages split into multiple segments, and most providers charge per segment. Keep messages short to avoid this.