SMS as a fallback channel

Overview

WhatsApp is the primary channel for most Wazzap customers, but a meaningful slice of any contact list won't have it installed: older phones, certain regions, contacts who blocked the number, dormant SIMs. SMS support gives you a clean escape hatch so those leads still get reached without you maintaining a separate stack.

When to use SMS

• WhatsApp-less leads. When a number has no WhatsApp account, you still need to reach them.
• 2FA and verification codes. Short-lived codes are still more reliable over SMS in many regions.
• Time-critical alerts. SMS deliverability is more predictable than WhatsApp during ban events or Meta service incidents.
• Lead reactivation. Old contacts who left WhatsApp can sometimes be reached by SMS to reconfirm consent and reopen the channel.

Setup

1. Sign up for an SMS provider supported by Wazzap (Twilio is the most common).
2. In your Wazzap dashboard, open Settings, Integrations and connect the provider with your API credentials.
3. Map the sub-account to the SMS sender number you want to use.
4. Test by sending an SMS to your own phone from a HighLevel workflow's SMS step.

For the Twilio-specific setup steps, see the Twilio integration guide.

WhatsApp to SMS fallback

The most common pattern: try WhatsApp first, fall back to SMS if delivery fails or the contact has been tagged as having no WhatsApp account.

1. Workflow attempts a WhatsApp send via Wazzap.
2. If the message bounces (no WhatsApp account on that number), Wazzap applies the no-WhatsApp tag.
3. A workflow branch checks the tag and switches to SMS.
4. The contact gets the message via SMS, the team sees a clean status in the CRM.

Pricing and providers

• Twilio is the most common SMS provider used with Wazzap. Pricing is pay-per-message and varies by destination country.
• Mexico, Brazil and the US have different SMS economics. Check current rates with your provider before committing.
• Wazzap doesn't mark up SMS sends. You pay the provider directly for SMS traffic, on top of your normal Wazzap subscription.
• Wazzap pricing for WhatsApp sends stays unchanged. SMS is a separate channel cost.

Workflow examples

Direct SMS step in HighLevel

In a HighLevel workflow, add an SMS action step. Map the from-number to the sub-account's configured SMS sender. The message body works like a WhatsApp message: merge tags, custom fields and basic message commands are supported.

Conditional fallback

If contact has tag "no-whatsapp":
  send SMS
else:
  send WhatsApp via Wazzap

Stack this branch right after lead capture so every new contact follows the right channel from message one.

Important notes

• SMS message length is constrained (typically 160 characters per part). Long messages split into multiple segments and may cost more.
• SMS doesn't support media attachments the same way WhatsApp does. Use a short link instead of attaching files.
• Compliance varies by country. Make sure your SMS sends have proper opt-in records and include opt-out instructions when required.
• SMS is not part of WhatsApp anti-ban. You can send freely without warming, but you still need to follow carrier and regulatory rules.

Troubleshooting

SMS not delivering

Check the provider's delivery log first (Twilio console, for example). Failed deliveries usually come from invalid number format, blocked carrier, or insufficient provider balance. Wazzap surfaces the provider's status on each message so you can match logs across systems.

SMS goes out but no reply syncs back

The webhook from your provider to Wazzap isn't firing. Re-check the webhook URL in your provider's console and confirm it matches the one shown in Wazzap's integration settings.

Fallback isn't triggering

The no-WhatsApp tag isn't being applied. Open the contact in your CRM, check the tag list, and verify Wazzap is detecting WhatsApp-less numbers correctly. See the No-WhatsApp tag guide.