But how do you decide? WhatsApp or SMS? In this article, we’ll compare both channels based on the features available in edrone, highlighting their strengths and differences. See which one best fits your needs.
📊 Feature Comparison: SMS vs WhatsApp in edrone
Integration with edrone | Available natively; no integration required. | Requires integration via WhatsApp Business API. |
Integration with automations | Ready Flows, Custom Flows, and Newsletters. | Ready Flows, Custom Flows, and Newsletters. |
edrone Inbox | Not integrated. One-way communication – customers cannot reply. | Fully integrated. Two-way communication – customer messages go directly to edrone Inbox for further support. |
Sender personalization | You can set a sender name in edrone. | Uses the official WhatsApp Business number with your company name and logo. |
Message approval | No approval needed – messages are sent directly. | Templates must be approved by Meta; the process is quick and usually takes just a few minutes. |
Message content limitations | Limited to 160 characters; no multimedia or advanced formatting. Supports personalization such as customer name or discount codes. | Supports longer messages, images, and interactive buttons. |
Cost | Cost per message; easy to calculate depending on volume. Monthly subscription plans available with auto-renewal. | Cost per template sent; easy to calculate depending on volume. Monthly subscription plans available with auto-renewal. |
Best use cases | Ideal for urgent, time-sensitive messages like order alerts and short promotions. | Perfect for more interactive communication such as customer support and extended promotional campaigns. |
Benefits of a WhatsApp Newsletter:
Higher engagement: WhatsApp is a more personal channel, enabling faster and more interactive customer responses, leading to greater engagement.
More personalization: Send longer messages enriched with images, links, and emojis to tailor content more effectively.
Better customer support: Two-way communication allows customers to ask questions and receive quick responses, creating a positive experience.
✅ Which channel should you choose?
Choose SMS when you need speed and simplicity, and your message is short, direct, and clear – no need for long text.
Choose WhatsApp if you want to maintain ongoing customer relationships, provide more personalized support, and share richer content in your messages, even if setup requires a few extra steps.
Do you need additional help?
If you have any additional questions about WhatsApp or SMS, please contact us at hello@edrone.me