Good SMS use cases
- Inquiry confirmation
- Appointment reminders
- Reschedule links
- Short follow-up prompts
- Time-sensitive service updates
Keep messages contextual
The recipient should understand why they are receiving the message without having to remember a campaign from weeks ago.
Frequency
Do not turn a high-attention channel into a high-frequency channel. Use the minimum messages needed for the job.
Opt-out handling
Respect opt-out status immediately and synchronize suppression across connected systems.
Human handoff
When someone replies, route the conversation to a responsible person rather than leaving it trapped in an automation.
Choose software
Compare software against this workflow rather than choosing from a feature list alone.