WhatsApp and SMS both reach customers on their phones, but they are different tools.
| WhatsApp Business API | SMS | |
|---|---|---|
| Content | Text, images, documents, buttons, payment links | Plain text |
| Two-way chat | Yes, with a shared inbox | Limited |
| Consent | Opt-in required by Meta | Regulated by TRAI rules, including registered templates |
| Cost | Per message by category | Per SMS |
| Reach | Customers who use WhatsApp and have opted in | Any mobile number |
When to use which
- Use WhatsApp for rich, two-way conversations, reminders and order flows.
- Use SMS for one-time codes and as a fallback for contacts who are not on WhatsApp.
Check current SMS and WhatsApp rates with your providers, as both change. See WhatsApp pricing in India.
A worked example
A lender sends EMI reminders on WhatsApp with a payment link. For borrowers who are not reachable on WhatsApp, it falls back to an SMS. One-time codes still go by SMS or an authentication template, depending on the customer's preference and the provider's setup.
Common mistakes
- Sending the same message on both channels at once.
- Ignoring SMS registration rules for templates and sender IDs.
- Comparing prices without counting the fee per category.
Frequently asked questions
Should I replace SMS with WhatsApp?
Not entirely. Many businesses use WhatsApp first and SMS as backup.
Which is cheaper?
It depends on category and volume. Compare using current rate cards.
Try it on your own account
Plans from ₹999/month, zero markup on Meta's message fees. 7-day free trial, no card required.